Category: Customer Experience

It doesn’t have to last all day–it could be for an hour or even a month.

How would you celebrate it? Who else needs to be part of it?

It’s a symbol, a marker, a chance for conversation. It can amplify culture, give you a chance to have a conversation and allow you and the people around you to focus on something for a short while.

And it might catch on. This is the way just about every widespread holiday came to be.

Expanding applications of AI and ML are rocking the world of qualitative research. Once a low-tech bastion of high labor intensity, a large team of professionals was standardly needed to execute a project from recruiters to moderators, notetakers and “taggers,” to translators, transcription typists, video editing and report writers. Now with new AI applications, many…
The post Should you fire your human qual assistant given what AI can do? appeared first on Customer Experience Magazine.

Hi All, great to see the conversations on this group! I have a question for you. I am looking to do a certification in CX ( I have been a CX leader for 3 years now) but not sure if I should go down the route of CXPA – so called industry certifications or a Course from my university RMIT. ​ Any thoughts?
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It’s not the “gold.”

It’s the “rush” that changes the way people behave.

When consumed by a gold rush, people make decisions that they would never make on ordinary days. They trust entities, make assumptions and suspend disbelief. Not because there’s gold on the line, but because everyone else is rushing, and the fear of missing out is significant.

Rushing can help us overcome the status quo and our fear of the unknown. It can also lead to choices that hurt us in the long run.

We should rush on purpose. It’s a choice.

Hey all! We’re starting to lay the framework for gathering info on customer experience. Where going to have emails automatically filtered through to make this a lot easier but for now I have 42,000+ emails from the last year from our IT support department which I’m also a part of. For those of you who have more knowledge in customer experience, I’m wondering if you were doing a project like this how would you approach it/ what would you look for? right now I’m doing the basics looking for keywords both positive and negative (“amazing, refund, can I get a refund? etc) looking for patterns and trends, where we lack where we shine. but I feel like there’s so much more or another way I could be looking at it to get valuable data. ​ This is a project where they are thinking of having me lead this project which I’m super excited about and want to make sure I’m doing the best I can and making sure the time I put into this is valuable for the company. ​ So any advice, resources anything really would be greatly appreciated
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The customer service from the freight shipping company that came to my home a few months ago was truly terrible. Not simply a lack of care, but an aggressive embrace of uncaring. Every interaction was offputting and inefficient.

This is the result of sort by price.

It turns out that a lot of freight shipping is done through an intermediary. Software automatically scans all available options and picks the cheapest one.

Which means that brands don’t matter, customer feedback doesn’t matter and reviews don’t matter. Neither does corporate responsibility or employee satisfaction.

All that matters is the price the shipper pays and ultimately the price of the stock.

Sort by price insulates the producer from the customer. When we resort to a single metric, we get what we measure, and the side effects pile up.

More and more, the choices are, “You’ll get a discount and you will get less than you paid for” and /or “you’ll pay a bit more and you’ll get more than you paid for.”

Groups rarely say this.

They often (and loudly) state “we are right,” but when the future arrives, and it always does, it’s not surprising that it turns out that many projections and predictions turned out to be wrong.

When smoking was banned in New York restaurants and bars, the trade associations vehemently protested, insisting that it would doom their businesses. It turned out to be a benefit instead.

All we can hope for is for an individual to say, “based on new information, I’ve made a new decision.”

While it might be satisfying for a group to publicly acknowledge what they’ve learned, waiting for this is a waste of time and energy. The alternative is to help a person make a new decision instead.

Chattermill took to the business streets by surveying 339 global customer-focused leaders during September and October of 2021. To gather data about the view on the current CX (customer experience) industry and how it impacts businesses.   The research focused on key departments such as Customer Support, marketing, sales, product, and operations. They took a deep…
The post Overview: Chattermill’s customer support trends for 2022 appeared first on Customer Experience Magazine.

Imagine someone being stranded on a deserted island after surviving an airplane crash. Let’s call him Rob (after Robinson Crusoe).The first few days on this island will be a struggle for survival for Rob. He will put most of his efforts trying to figure out where he can sleep without being someone’s dinner and which…
The post The three days evolution of customer service organizations: from survival to thrive appeared first on Customer Experience Magazine.

It’s almost impossible to tell if a playing card is marked.

But if you take ten cards and riffle them, you can tell instantly. The changes from the back of one card to another jump out at you.

It’s difficult to tell where we are if we only have a few data points–sooner or later, anywhere feels normal.

The key question is, “compared to what?”

On the other hand, if all you’ve got is all you’ve got, comparing it to something else might only create regret.