Category: Customer Experience

That’s not often the same as, “I did my best.”
Quality has a very specific definition: Did it meet the customer’s requirements?
Any experience, product or deliverable that meets that spec is deemed to have met the quality standard. If it doesn’t, it’s not of quality.
And so we need to begin with, “who’s it for?” because the customer might not be who we think it is.
“Was it a good wedding?” might mean, “did the host feel fully seen, empowered and celebrated?” or it might mean, “did you have fun?” or it might mean twenty other things.
The second question goes along with that, which is, “what’s it for?” This product or experience, what did the customer hire it to do? Again, being clear about this is the only way to improve what we’re doing.
Only after we answer these two questions can we dig into how to be more clear about what we’re offering and to whom, along with how we can make our work more effective and efficient.
[And then it gets complicated…]
What if there’s more than one “who”? What if instead of trying to please one customer, you have a variety of customers? Or if there are internal constituents, or non-paying entities who have a say in it?
What if you try to do it again? Which elements could be improved? Become more efficient? Have less impact on the workforce or the environment? Become more reliable?
And what if the organization is more than just a few people? Where do processes, supply chain management and systems come into play?
But we still have to begin at the beginning. Who’s it for and what’s it for?

The Former CEO of Zappos has a unique approach to forming relationships with customers, and changed the way we bought shoes.   Tony Hsieh, Zappos CEO and Customer Experience trailblazer, lost his life tragically in a suspected accidental house fire in November. And while the global CX industry has vocally mourned his death, it’s come to…
The post The CX Legacy of Tony Hsieh appeared first on Customer Experience Magazine.

The customer experience is the way a customer perceives how you treat them. The experience spans the entire research-to-buying process and the post-sale process. It also includes the quality of the product or services you deliver. The most important takeaway is to start the process. Approach your business as a consumer to learn about your customers’ experience, and then make plans for how to improve it. Full article: https://www.forbes.com/sites/forbesfinancecouncil/2020/03/16/increase-revenue-with-a-companywide-approach-to-the-customer-experience/#4de939967c9e
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It is a fact that any organisation, no matter how well-prepared, will occasionally undergo a service failure. A service failure, whether big or small, can make or break relationships with customers. However, if service recovery is done effectively, it can lead to increased trust and customer loyalty. What creates differentiation among successful brands is responsiveness and…
The post Customer-centric Brands Understand the Power of Service Recovery appeared first on Customer Experience Magazine.

An old flame once said to me, “If you can’t be beautiful at least be interesting”. At the time it hurt, but it got me thinking about what makes us attractive. Many decades later, as a CX professional, I ask: is your organisation charismatic enough not to have to be beautiful? CX-iness is enterprise-level, customer-centric…
The post CX-iness – What Is It and How Do You Get It? appeared first on Customer Experience Magazine.

The landlord acts like he owns the place, because he does. The landlord makes the rules and has the power to enforce them.
The host acts on behalf of those that are being served. “Gracious” is the goal.
And guests realize that they’re in a fortunate position and try not to abuse it.
As Dave Winer has pointed out, the web has no owner. We’re all guests, except when we have a chance to be a host. Acting like a landlord is counter to what makes the whole thing work.
The same might be true for the places you hang out as well.

Recently thrive market has been saying they give first responders a free membership. They have also made it a point that you pay for 2 memberships for a family in need low income families. In there thrive give program they also mention they give free memberships to students and veterans as well, but I have applied several times in the last few months, but I never get contacted backed or their site has a “glitch” but how has it had a glitch for that specific option for months? I just want to know if anyone out their has actually gotten a free membership through them or if it’s just a gimmick to get extra money from their customers.
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It’s that time of the year again – Christmas is fast approaching and the much anticipated Christmas ads are landing on our screens. Major brands are fighting for centre stage and people are keen to know what characters, stories, and music will star in this season’s advertising hits. Behind the scenes, these cultural highlights share…
The post Christmas Ads: A Playbook for Customer Engagement appeared first on Customer Experience Magazine.

2020 has been an unprecedented year to say the least. Businesses faced difficulties, challenges, some even shut down while others struggled to stay afloat. Over the last 12 months, the sector upon sector had to scramble not only to maintain the level of service they provided earlier but also to meet the ever-faster changing customer…
The post 2020: The Year of Online Awards Experience appeared first on Customer Experience Magazine.

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