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Tearing Down the Customer Process Road Blocks
Among the most popular New Year’s resolutions for the coming year, “getting organized” is one that seems to always make it near the top of the list. I, for one, could benefit greatly from organizing my...
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Customer Experience Is…What, Exactly?
What is customer experience? According to Wikipedia, it’s this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of...
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Customer Experience ROI: Why Not Investing can Sabotage Your Success
Here’s something sort of funny. Whenever I speak to a group or lead a workshop, a few people approach me. These are individuals who pull me aside and say things like: “I get customer experience! I...
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Universal Customer Journey Template: The Myth of the CX Holy Grail
If Indiana Jones was a CX professional, rather than a temple-plundering “archaeologist,” his story would be even less satisfying than the time he and Shia LaBeouf found aliens in an ancient temple. (I...
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10 Must-Reads for Customer-Centric Leaders
Our rallying cry for fewer ruined days continues. We set out this year to help businesses become more customer-centric by asking eye-opening questions and making sense of customer emotions and...
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Challenges of Understanding the Customer Journey End-to-End
Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends....
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Challenges of Improving the SaaS Experience
Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our...
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Are Your FAQ’s Driving Customers Mad?
FAQ is another one of those terms we didn’t even know before the dawn of the internet age. Most of us were blissfully unaware of this acronym for “Frequently Asked Questions” now living on many web...
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Digital Moments of Truth: Are You Mapping the Micro?
How do you know if your customer experience is working? REALLY working? Analytics and data tell you part of the story. If the numbers go up, then you can believe things are working, right? And if the...
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5 Customer Journey Mapping Mistakes that Lead You Nowhere
Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. If we...
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Stop Looking at Channels for the Best Omnichannel Experience
I hosted a webinar last week about digital experience. We’ve developed a process here called Digital Micromapping. This is the next step after customer journey maps in some cases, the first case in...
View Article5 Ways to Create a Better Customer Experience for 2016
Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you...
View ArticleEpic Business Quotes from 1 Year of Podcasting
Have you ever thought about how cool it would be to have one of those dinner parties with people you admire? I believe many of us dream of getting folks around a table to share what inspires them, how...
View Article‘Tis the Season to Find Pain Points in Your Customer Journey
The holiday season will be over before you know it. Your customer pain points are showing! In the past several weeks, your customers have become more and more hurried and stressed as they try to find...
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Your Process Flows Don’t Know Jack!
A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several...
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Document THIS! Betrayed by Customer Experience Documentation
There’s a funny thing about customer experience documentation. (Or any kind of documentation, for that matter.) It only works if you look at it. And update it. Then revise it based on reality. And...
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Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities
Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It’s a way to...
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What You Need to Know to Reduce Customer Effort in 2019
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not...
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How the Most Important Touchpoints Get Ignored, And How to Fix It
Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it...
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