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The old adage was always wrong. “Say whatever you like, but spell my name right.”

And now it’s even more of a trap.

The temptation to get the word out is overwhelming. There’s so much noise and so much hustle going on that we might believe that it’s okay to trade our standards and principles and position for some attention. At least for a minute or two.

The latest viral video is for an online dating site, and it features Satan as one of their customers. Nicely shot, sort of funny, with just the right amount of inside humor, there’s no arguing that it got attention.

But it burned trust. It established an image that contradicts the position they worked hard to earn for more than a decade.

There have always been shortcuts to attention. But the only purpose of advertising of any kind is to cause action, and action only happens when there’s trust involved.

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.