The Power of Wow Moments & CX Impacts
My Customer Experience (CX) obsession started when I received a package in the mail on a random afternoon. I was not anticipating a box labeled, “To Stacy, From Stacy.” (more…)
Want To Advance Your Career? Get CX Certified.
Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees with CX skills are in great demand. While on the job training and reading books provide great learnings, completing a formal CX certification program can accelerate one’s career.
Consequently, I decided to take my customer experience knowledge to the next level. I explored a variety of programs that would expand my understanding of CX best practices and teach me new methodologies. I ended up picking a few different online and classroom led courses for CX, Big Data and Design Thinking. Contact me at any time if you want more information about my experiences and recommendations for certification classes.
Want to Save 20% OFF University CX Tuition Cost?
Email me for information at Stacy@DoingCXRight.com.
Is Your Return Policy Seamless & Customer-Centric?
During the holiday season, did you receive a gift that you don’t like and want to get money back or store credit? Perhaps you got a present that you love but there is a missing or broken part and thus, want to exchange the item. In both of these scenarios, the return policy is a key factor in how you judge the brand and overall satisfaction. If it is not a low level of effort to return or exhange, you’re unlikely to shop there again and even worse, may tarnish their reputation by leaving a bad review on social media.
Outside-In vs. Inside-Out Thinking
Today, we’re pleased to share a guest post by Annette Franz, CCXP of CX Journey. This article originally appeared on her site on August 11, 2015.
In the world of customer experience, what’s the difference between outside-in and inside-out? Continue Reading →
Voice of Customer (VOC) & Law Enforcement
Over the past year, I have written dozens of articles about VOC, otherwise known in the business world as “Voice of Customer.” I share why getting VOC is important, sources of VOC measurement, and best practices to drive company success. I am passionate about this topic because I know that Customer Experience (CX) provides a competitive advantage.
It’s not a hunch. It’s a fact! Today, however, I am writing about VOC from a different perspective. I am speaking as “Voice of Citizen.” Continue Reading →
