Category: Customer Experience

According to the IPC report released in January this year, the 2021 peak holiday season promises an impressive show. With ever-changing customer requirements, not every brand will be able to answer adequately on emerging digital demands and delight their users along the entire journey. In this article, I want to explore gamification as an efficient…
The post Play the game: how gamification can boost customer engagement? appeared first on Customer Experience Magazine.

With a boom in demand for its customer service team, Dreams needed technology that would empower its agents to deliver personable, personalised and memorable customer interactions. Dreams’ CEO and Head of Customer Services share how they use technology to drive customer experience (CX). The CX that Dreams are made of “Good tech infrastructure has become…
The post How has ‘Dreams’ used tech to drive CX? appeared first on Customer Experience Magazine.

Without the digital capabilities which we all relied on during the pandemic, the effects of COVID-19 on many businesses would have certainly been far more detrimental. Yet beyond the standard online tools and services, there is a huge opportunity for far more enhanced and sophisticated customer engagement. This is where the flexibility of APIs come…
The post Unlocking the potential of API-driven services appeared first on Customer Experience Magazine.

Every kid knows that no two are the same.

The thing is, at appropriate magnification, if we’re paying attention and deciding to care, that applies to just about everything in the natural world.

Everyone is different.

It’s convenient to put people into groups and categories, and if that’s working out for you, carry on. But simply because it’s convenient to assume that people are the same doesn’t mean it’s true.

You can’t run the microwave with the door open. There’s a cut-off switch that won’t let it turn on until the door is closed.

On the other hand, there’s nothing at all keeping you from putting a big bowl of silverware and a can of spray paint in the microwave and blowing up your house.

Your car might not let you switch to Drive unless you press the brake first. That’s because people who weren’t paying attention were slamming their Audi into the walls of their garage, thinking that they were hitting the brake, not the gas. So Audi installed a poka-yoke. It was easier than teaching people how to use the pedals they way they intended.

Sending a manuscript to a freelance copyeditor before you submit to your publisher is a self-built poka-yoke. as is handing over the keys to your partner when you get to a cocktail party.

You can add a poka-yoke to just about any system that is fraught, or one where you’re nervous about the outcome.

Anyone know about any academic papers doing analysis on the delta between revealed and stated preferences in certain situations?
submitted by /u/OkRefrigerator5000 [link] [comments]

It contains about 20 of my books, some obscure titles, as well as free bonus videos and recordings you might not have seen before, including one from the Julliard school and a few old-school keynotes.

It was fun to go back and collect all of this, and I’ll probably update it from time to time with other things of interest.

It’s at seths.store

Thanks.

Hiring phone salespeople and giving them a script used to make sense. Throw enough human spam at the population and sooner or later, you might make a profit.

The person who responded to my web query the other day was doing a great job of working with his script. It didn’t really sound like him, but he was grabbing bits and pieces and pushing hard.

What he wasn’t doing was listening.

He hadn’t been empowered or trained to ask questions, and he used every gap in the conversation to read another part of his script.

And when I spoke up, it didn’t matter what I said, it was back to the script.

This is a waste. A waste for me, a waste for him and a waste for the people who hired him.

Sales have been around a long time. They’re not going away. But they work best when they are a transfer of emotion, an actual human connection and a dialogue.

If all you’re going to do is read a script, best to put it on your website instead.

In the US, Thanksgiving is right around the corner. Despite what you might see around you, it’s not a holiday that exists to mark the beginning of shopping season. It celebrates the harvest, and in the original glossed-over telling, celebrates the connections between people from different backgrounds and cultures.

And each year, we get another chance to make that version true. Every day, in fact.

Two thoughts as you begin to plan your celebration (wherever you are, and whatever day you have it.)

First, I hope you’ll consider the free Thanksgiving Reader. It’s a PDF you can print and share at the event. For years, people have been using it to go around the table and give friends and family a chance to speak and connect. I’m thrilled that it’s already touched more than a million people.

Second, perhaps today would be a good day to share some of those unused Frequent Flyer miles. This organization is well on the way to collecting a billion miles to enable families to have a fresh start before the end of the year. It’s surprisingly easy to donate miles that the airlines are hoping will expire, and see them used for a good cause. I’m giving away two copies of the out-of-print 18-pound titan to people who enter my little sweepstakes celebrating this project.

Readers of this blog are well on the way to donating more than a million miles.

Thanks for leading, caring and connecting.

What a week for the Awards International team! With over 300 participants from 50 countries and 120 companies, the International Customer Experience Awards has been one of the biggest CX awards ever hosted! Moreover, this is the first time Awards International had to split the judges into two days. On Wednesday and Thursday this week,…
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