Author: Franz Malten Buemann

Hey Reddit! 👋 I’m new to this community and want to share an educational vlog with you that aims at educating aspiring professionals in the field of Customer Experience (CX). I post weekly short videos on interesting CX topics, events and resources. They are also geared towards helping people tackle the various stages of a client lifecycle, when it comes to creating a holistic experience for clients. It would be great to get your input on the content published on the YouTube Channel, I post weekly short videos on interesting CX topics, events and resources. Start watching here submitted by /u/CXinTheCity [link] [comments]

If you can do it once, you might be able to do it ten times.

And if you do it ten times, it will become a skill and a practice. You’ll do it more naturally and more often.

Sending a note, changing your mind, throwing a ball, offering a kind word, doing leg presses.

Ten reps is a great place to begin.

I know that the topic of scale intervals has been widely debated over the years. My company is in healthcare (in-home preventive health screening). We survey every patient post encounter (invite to web survey). We ask about 10 questions regarding their experience. Sat scores are shared with our health insurance customers as per contact. We are currently using a healthcare survey platform vendor whose methodology is based solely on a 4-point Likert scale (No / Yes somewhat / Yes, mostly / Yes, definitely). I always found this scale to be not granular enough. We are changing survey vendors and now have the luxury to change our scales. I am considering 2 scales: 1 to 5 (very dissat, dissat, neither/nor, sat, very sat) and 1 to 10 (extremely dissat to extremely sat with no text labels in-between). Which is best? Respondents will often not want to give the “top” score along a scale, even if they are extremely satisfied. That mans a lot of 4s on a 1-5 scale which equals 75% (scale is weighted 0%, 25%, 50%, 75%, 10 submitted by /u/PeekFrean [link] [comments]

Research shows that as much as 51% of the users move from a brand due to substandard customer experience and about 81% of the customers state that switching brands can be stopped if there is an improvement in the customer journey and customer experience. Businesses should ensure that they help customers by meeting their expectations and thereby accomplishing their company’s objectives. This gap can be bridged by using the customer journey mapping approach. https://www.embitel.com/blog/ecommerce-blog/complete-guide-on-customer-journey-mapping-and-user-experience submitted by /u/HippieSwat [link] [comments]

Resilient systems are better than fragile ones.

Leave the campsite better than you found it.

Clean air is better than dirty air.

It’s more reliable to invest in things that produce positive impacts over time.

When the numbers add up, believe them

People who show their work are more likely to be right.

Important work is better done now, not later.

Talking about our problems makes the solutions more robust.

It’s better to make up your mind after you see the data, not before.

If we begin with what we agree on, it’s easier to move forward.

Of course, there’s always this alternative: