Author: Franz Malten Buemann

The only way to train a group of sea monkeys is by triggering an instinctual reaction.
The best way to train a dog is with tiny tasty treats, combined with calm and consistent feedback. Some dog owners resist this approach, because it doesn’t seem like the dog is really engaged or paying attention or learning anything if there’s too direct a connection between the actual treat and the action of the dog.
It’s tempting to resort to punishment instead, because it’s not only immediate, but for some trainers, it can relieve frustration and requires less patience. But punishment creates trauma.
Humans make up a lot of stories about what motivates us, but sooner or later, many of our stories involve feedback. We’re not sea monkeys, but we’re well aware of how the world around us treats us.
The most persistent changes in behavior happen when the story is so ingrained, we forget all about the feedback that reinforced it in the first place.
But it still started with the desire to be seen, to be treated with respect, to receive the dignity we each deserve. Ring a bell?

The global pandemic has rapidly altered the way in which customers interact with brands. In-person interactions have been largely replaced by digital, telephone, and other contactless interactions. Significantly, instead of being able to choose how to interact, these changes have been forced upon customers, who have had to adapt. As customers make the transition to…
The post How to Drive Rich Customer Insight and Rapid Innovation in Turbulent Times appeared first on Customer Experience Magazine.

Anita Siassions, Founding & Managing Director at ManagingCX carefully analyses the state of CX in Australia in 2020, as well as the importance of CX leader’s peripheral vision. See the whole presentation and Q&A session below:
The post iCXTrendTalks: Anita Siassions, Founding & Managing Director, ManagingCX appeared first on Customer Experience Magazine.

As part of CXTrendTalks at the 2020 International Customer Experience Awards, Yusdi Santoso, Head of Customer CX, EMEA at Qualtrics focusses on three ways of finding ROI on CX in times of crisis and the transformative power of CX. See the whole presentation and Q&A session below:
The post iCXTrendTalks: Yusdi Santoso, Head of Customer XM, EMEA, Qualtrics appeared first on Customer Experience Magazine.

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Amanda Riches, Senior Director Professional Services EMEA at Medallia discusses driving rich understanding and rapid innovation in context of today’s experience landscape. See the whole presentation and Q&A session below:
The post CXTrendTalks: Amanda Riches, Senior Director Professional Services EMEA, Medallia appeared first on Customer Experience Magazine.

Andreas Constantinides, Head of Messaging & Marketing at MoreThan160 talks about unique CX tools for exceptional CX, six categories of positive experiences and finally, explores three new “wow experience” contributors. See the whole presentation and Q&A session below:
The post CXTrendTalks: Andreas Constantinides, Head of Messaging & Marketing, MoreThan160 appeared first on Customer Experience Magazine.

As a new year draws closer, now is the time to rethink, reassess, and reimagine the customer experience. Markets continue to be affected by unprecedented challenges and uncertainty, making it critical that businesses not only win back customers but generate new growth opportunities. Here are 3 must-have factors that will enable businesses to do exactly…
The post Innovation, Flexibility and Teamwork: 3 CX Essentials to Thrive in 2021 appeared first on Customer Experience Magazine.

When a small enterprise offers a lousy user experience, the person in charge learns about it, fast.

Customers leave, visitors bounce, complaints roll in. It’s expensive and it undermines the goals of the organization. Fortunately, in a small organization, the person with the ability to make change happen hears about it and can take action.

In a large organization, like my bank, the resources to make things better are dramatically bigger and largely underused.

That’s because the person who should take action has other priorities. Not only aren’t they exposed to the valuable feedback that frontline workers get (because the organization doesn’t reward ‘bad’ news), but they haven’t prioritized getting the user experience right.

It seems more important to please the boss, go to meetings and keep the numbers on track than it is to fix what might not feel broken.

Spend some time in the store.

Visit your own website to get work done the way a customer would.

Answer the tech phone calls for a few hours.

And figure out how to turn the user experience into a metric that’s as easy to measure as how much money you made last month.