Category: Customer Experience

Managers have to wait for permission, because management requires authority.

But in every area of our lives, if we choose to lead, we can lead. Simply by beginning.

It might be that few will choose to follow, but then we can learn to get better at leading.

First we begin.

No one freely buys anything unless it’s worth more than it costs.

And so, in a competitive market, organizations will compete to capture as little value as they can afford to, offering the most surplus to the customer, because that’s how they can grow and thrive.

And monopolies (and organizations that would like to profit as they do) work to create situations where the customer has no real options, so they can capture almost all the value that’s created.

That’s why nuts at the minibar cost so much. The goal is to price them a penny less than they’re worth to the traveler in that moment.

Value creation is a worthwhile goal. Capturing all of that value might not be.

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If you open a roadside motel, expect that tired and demanding budget travelers will arrive.

If you run a fancy restaurant, don’t be surprised if people will angle and cajole and lie to get a ‘better’ table.

If you hustle to get market share, you’ll probably end up with customers who insist on ever more hustle and trickery to stay with you.

If you decide to become a coach, realize that most of your prospects will be people who don’t think they need a coach. (Because the people who want and need a coach already have one).

If you attract new freelance business by being the cheapest, I’m betting that your customers will give you a hard time about your rates.

If you’re a mental health professional, expect that the people you encounter will have issues with their mental health.

Sometimes, things work the way they are supposed to, even if it’s not what we might want in the moment.

Following a year and a half of upheaval across the business landscape, the future of marketing and customer experience holds a lot of unknowns. To gain a better understanding of how brands can thrive in an increasingly complex world, Deloitte conducted research among C-suite executives and consumers globally as part of our annual Global Marketing Trends…
The post Deloitte’s predictions 2022: annual global marketing trends report appeared first on Customer Experience Magazine.

It would be fair to say that business leaders have faced more questions than they had answers for over the past 18 months. While at the time this might have felt like chaos, the pandemic opened our eyes to a completely new way of working. Now, CX businesses around the world are exploring new opportunities…
The post Should you build a hybrid working model in 2022? appeared first on Customer Experience Magazine.

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The “new normal” has changed the relationship between businesses and customers, elevating the importance of customer service. If at the beginning of the COVID-19 pandemic it felt as though many businesses had literally taken the phone off the hook, it now appears brands have begun to realise their contact centres are at the heart of their relationship with customers.   That’s why it is so important for businesses to provide customers with an empathetic…
The post Proactive customers service will make the contact centres of the future appeared first on Customer Experience Magazine.

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Sometimes, people with every advantage act as if they don’t have what they deserve.

They’re ungracious, unkind and even vulgar about it.

The first problem is that it earns them little in the way of sympathy or kindness from people who believe that they ought to be behaving better.

And the second problem is that the person who’s acting churlish knows that they have little reason to take umbrage and that makes it even harder to feel better.

When we feel like a churl, the best path could be to head for gracious humility and kindness instead. It might not work, but it works better than any other option.