The Power of Emotions in CX.
Understand the role emotions and empathy play in the customer’s overall experience of your service or business.
Category: cxtips
Winning the Right Way: Why and How to Avoid Shortcuts in Achieving CX Success
In this post, we emphasize on the importance of avoiding CX shortcuts and explain how good training can help you achieve this goal.
What is Customer Experience Architecture?
The customer experience architecture connects all aspects of the customers’ experience with the business and the organization. It maps the fluidity of customers’ needs and expectations, highlights major opportunities to have business impact and translates these into clear organizational capabilities. Service providers are continually reshaping their offering in response to …
6 key areas to consider in Digital CX excellence
Digital CX excellence, from a customer perspective, is directly linked to the extent to which companies excel in six key areas: 1. Channel Flexibility •Ability to seamlessly switch between multiple channels without losing the context•Consistency of information across all channels•Ability to save and display a customer’s history 2. Reachability •Awareness•Existence …
The Leader that serves…
I enjoy sharing my thoughts with you. I am sure you can tell I write from the heart and some of these thoughts are often inspired by my personal experiences. That said, let’s discuss the topic for today. This week I had an encounter with the CEO of a thriving …
The Drive-through Experience
This will be a very short one, I promise. The world as we know it has evolved into an even faster paced one with no time to spare and the constant need for comfort. Drive-throughs have become my thing now. Why walk in, when you can drive through! On one …
Love as a Strategy
Anyone close to me, knows I’m a sucker for love. I am that sappy woman who ‘awwws’ and ‘ooohs’ at ALL the romantic scenes in a movie. Ask me to plan a romantic gesture for your loved one and I will jump off my sick bed. Who knows, I might …
Marketing with Customer Experience
And while yes, “the future of marketing” is something we should all be thinking about, there are many marketing practices “from the past” that are still vital to delivering exceptional customer experience. Esther Ofosuhene (TheQueenofCX) What is customer experience marketing Companies who put the customer at the center of their …
Don’t Crash – Find a Balance!
‘One of the major issues plaguing human potential in the corporate world today is work-life balance. The term itself diminishes our ability to make the case that work can be a richly rewarding part of a person’s life and should in many ways be personal.’ Matthew Kelly In the jungle …
Thoughts on Customer Experience (CX) and Customer Centricity
Now more than ever, the search for quality never ceases, especially for brands that offer consistent services to their customers. Unlike a product which, at one point, is good to go to market, service can always be bettered. Just meeting users’ needs isn’t enough. Service or experience providers in light …