Category: Customer Experience

Big data has become a customer marketing buzzword. As an industry, we were told that it was going to change the way we acquire and engage with customers. Without a doubt, the potential is huge but for some people, the reality has not lived up to the expectations. Much of the time this stems from…
The post Starting small with big data appeared first on Customer Experience Magazine.

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It’s not trivia unless other people know it too.

42 isn’t the answer unless your friends are able to tell you the relevant question.

And trivia isn’t trivial. In fact, it’s a building block of our culture, a shared, safe secret, a shortcut to belonging.

And creators of culture get to invent new bits every day.

Be seeing you.

Our society is coping with unprecedented challenges. Both customers and employees are facing growing uncertainties and concerns. For many, these may include income inequality and job insecurity, or social unrest. Meanwhile, systemic risks like climate change, pandemics, and global recessions have wrought widespread health, safety, and financial impacts. There are numerous examples around the world…
The post Building a trusting customer relationship appeared first on Customer Experience Magazine.

Businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences. Source: Bain & Company https://preview.redd.it/cvoez4x0dn371.png?width=1024&format=png&auto=webp&s=d7b16bd6c84599a2111cf5e9cce3f32b1d66aea7
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The gulf between network news of 1968 and cable news of today is dramatic, far more than the shift in, say, a typical sitcom. The Dick Van Dyke show is quaint, but it has a lot in common with a sitcom of today. The news, on the other hand, is completely different.

A generation ago, delivering the news was a civic duty. Now it’s a profit center.

The quick edits, the crawling text, the noise–it all exists to remind us of a thrilling movie, not of real life.

And the clickbaiting reality of online news multiplies that.

But real life isn’t like that. An actual house-fire or street demonstration is boring compared to what we’re shown in the media.

Does the increase in drama, tension and fear that these production values create produce anything of value?

Would it be possible to be an informed citizen without it?

Even more so: Is it possible to be an informed citizen with it?

It’s priceless.

When we’re used to it, when it comes along as a result of nothing we did to earn it, we take it for granted. But when you don’t have it, it makes everything more difficult.

The benefit of the doubt is what happens when instead of being skeptical, we’re inclined to believe. It’s when instead of defaulting to ignoring a stranger, we seek to engage with them. It’s the convenient choice, not the exception.

In different settings, we grant the benefit of the doubt to the big man on campus, the homecoming queen, the tall person, the celebrity, the person who apparently has amassed a lot of money, the one who fits our cultural mores, the male, the white person, the conventionally pretty one, the conventionally abled one, the one who is popular. But it also might be the class cut-up, the insurgent or the renegade.

Status roles are the silent measure of our days, and we often default to reinforcing them based on an unseen and uncommented on status quo.

Every time we fail to give the benefit of the doubt to someone who can create value, we not only hurt them, but we hurt ourselves as well.

People are culturally wired to want to reciprocate. That’s one of the things that make a community function–someone does something nice for you and you’re inclined to want to find a way to do something nice in return.

Along the way, that instinct has been turned into a selfish way to get what you want.

Find someone you need (or will need) something from, figure out a way to do them a ‘favor’ and then use the interaction to create the conditions where the other person feels obligated to help you in return.

First, no one likes to be hustled.

Second, your hustle is more transparent than you realize.

Third, people value things differently. The thing you thought was a big lift didn’t mean that much to the person you did it for, or the thing you’re hoping they’ll do in return is far more difficult than it appears to be from your perspective.

The alternative is to go through your day oblivious to the idea that reciprocity might be a thing that other people feel compelled to act on. Simply show up with good intent to do work that you’re proud of.

If we do this with consistency and care, sooner or later, it comes back around. Not because we hustled, but precisely because we didn’t.

Covid-19 and healthcare experts working remotely gave healthcare CX systems an epic stress test, or a huge influx of questions from consumers needing immediate and critical healthcare information. The results showed today’s healthcare CX systems, generally comprised of human agents in contact centers and government agencies and websites, are based on a pre-Covid-19 paradigm that is not prepared for a post-pandemic reality. Healthcare organizations planning a path forward will continue to face significant challenges such as managing rising care costs, adopting new models of healthcare delivery driven by consolidation, a shrinking medical provider workforce, and more. Those organizations that manage and deliver unparalleled customer experiences have a strategic advantage in meeting those challenges and winning over customers in this rapidly evolving industry. Full article: https://www.forbes.com/sites/forbesbusinesscouncil/2021/06/01/healthcare-shifting-customer-expectations-require-a-focus-on-customer-experience/?sh=6182d4dc1913
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The CXM team took interest in the news of UserZoom launching QXscore, a tool meant to measure the customer experience of digital services and analyse behavioural data. What sparked our interest is the apparent ability of QXscore to gather user experience data and communicate efficiently the results with diverse stakeholders. That would allow brands to…
The post UserZoom launches the QXscore to holistically measure customer experience appeared first on Customer Experience Magazine.