Over the years, I’ve been speaking and writing about the importance of experiences and Wow Moments to drive happy customers and engaged employees. I am a believer in what Maya Angelou says, “People may not recall WHAT you did or the words you said, but they remember HOW YOU MADE THEM FEEL!” Wow Moments create positive emotions that fuel trust, loyalty, and referrals. Continue Reading →
People often ask me for advice on how to increase their CX skills. They want to understand more about the customer experience field and proven methodologies to differentiate their brands. While I mentor them based on my 20 years of CX experiences, I also share additional ways to learn. Below are some of my favorites sources. Whether you are new to the CX field or a long-time practitioner, I’m confident that you will find value in reading my article. Continue Reading →
I recently discussed the importance of getting Voice of the Customer (VOC) feedback and common methods, such as surveys, used to understand customer perceptions and expectations across touch points. To be effective and acquire actionable insights, survey questions must be designed following best practices. I also recommend a “test & learn” approach. Continue Reading →
Whether new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Knowing what personas are NOT is equally important to create desired outcomes versus hinder them. Continue Reading →
In my recent article, I wrote about “WHAT Is A Journey Map and WHY Create One?” Once you understand the importance, you may be wondering HOW to get started and improve your CX skills. If you are interested in learning more, you have come to the right place. Continue Reading →
A customer journey map is an important concept. Many people do not fully understand what is it and why create one. To keep it simple, a journey map is merely a diagram that shows the steps customer(s) go through when interacting with a company. It is common to interact with companies in multiple ways such as shopping online and visiting a retail store. The need for a journey map becomes most important as the number of touchpoints increase and when the customer buying path gets complex. Continue reading “Customer Journey Map. What is it? Why Do It? (Part 1)”
One of the reasons we launched our blog is to build a community of people who are passionate about Learning and DoingCXRight. While we have been writing articles weekly from our perspective, as we “live and breathe” CX in our jobs every day at Verizon and JetBlue, we know there is tremendous value in hearing other professional views too. That is why we are excited to announce the upcoming launch of CXCoffeeTalk, where we will feature interviews with CX professionals and Customer Experience authors across different industries. They will share expertise on important topics such as:
- Where should CX sit in an organization?
- What are essential customer experience skills for a career in CX?
- What are the ideal ways to measure CX?
- And more on how to do CXRight.
Don’t miss out on valuable knowledge sharing. Sign up to get updates on our official launch of CXCoffeeTalk as well as receive ongoing ‘How To’ tips on DoingCXRight delivered to your email inbox.
*All opinions expressed on the DoingCXRight Blog and site pages are the authors’ alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.