Contracts and power
A written contract benefits the party with the least power. Power might be in the form of money, access to plenty of lawyers or simply a willingness to burn it all down to the ground. In the moment before a contract is signed, the lower-powered party momentarily has more power. That’s because the other entity […]
How Customer Experience Drives Business Growth in 2023
In 2023, it is essential to understand and recognize your customer’s purpose is key to business growth.
The crucial factors that will influence the customer experience solutions are growth strategies that are purpose-led, customer-centric, CX-driven, A.l enabled, data-friendly, and technologically scalable.
Prioritize New Customer Experience Solutions
Use the customer purpose portfolio to ideate new CX solutions that will enable your personas to prioritize their needs.
Focus on:
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New Customer Journeys that are purpose-driven and dynamic to CX.
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CX blueprint that synthesizes new customer journeys, top experience concepts, required capabilities, CPI/KPI impact, and other vital attributes.
Align Employee Roles and Goals
The marketing team must document their daily tasks to align with the assigned purpose and reflect on training, operational practices, KPIs, and policies.
Moreover, it must impact employee retention and customer perceptions and reflect intangible metrics like satisfaction, loyalty, and lifetime value.
Assemble Teams to Deliver on Customer Purposes
Assemble marketing, sales, and service teams and brainstorm over customer experiences and purposes.
Working, brainstorming, and collaborating to define customer journeys will transcend channels and organization silos.
Thus, cohesive work will help design, build, operate and optimize experiences and generate business value in 2023 and beyond.
Transform Operations for Delivering New Experiences
Rewire the operating processes and technological platforms to upgrade your employees’ and overall business’ ability to deliver customer experience solutions.
Integrate data and A. I craft personalized CXs.
When you align the why and how of your business purpose, customers will be your growth engine that will drive success.
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No competition
There’s no competition for cookbooks on making food out of soccer balls and hockey pucks. There’s no competition for software that charges you to find out the temperature on Mars. There’s no competition for a service that counts how many pairs of shoes you own. In fact, in every market that’s worth entering, there’s competition. […]
Micropayments for content
This is a problem that comes up every year or two, but no one has implemented a useful solution yet. Advertising is a surprisingly bad way for a culture to pay for content, because the kind of content that gets rewarded is often dumbed down for a large audience or is optimized for a small […]
Some thoughts on Mastodon
It is, by far, the fastest-growing social network in history, growing more than 20% in about a week. And yet it didn’t stutter much. How can this be? It’s a network in the real internet sense of the word. It’s not just a network of users, it’s a network of servers as well. No one […]
Evolution of customer experience in e-commerce in 2023
📌It’s incredibly complex to interact with another human, even in its simplest form.
In-person social cues and the subtle nuances of simple conversations are sometimes difficult to discern. Obviously, attempting to translate in-person interactions into online experiences poses more challenges.
In recent years, customers have increased their expectations of how businesses should treat them. If you walk into a store, most people expect an associate to help you. An assistant will then help you find the right product or service based on what you say you need.
In the years since COVID hit and even prior to it, we’ve noticed that people expect the same level of navigation online, just like in the physical store.
As businesses collect data about their customers, they expect an online experience that is highly customized to their intentions and needs. Due to these factors alone, it has become necessary for many businesses to translate in-person interactions into digital experiences.
BUT WHAT ABOUT NEXT YEAR?! Find out some of the trends here:
https://www.lumoa.me/blog/evolution-of-customer-experience-in-e-commerce/
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This week in CX: retail in focus; Zoom & Optimizely
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at retail reports ahead of the shopping season and which fashion retailers provide the best CX. Zoom have also launched their first Contact Centre, and Reputation have investigated hospitality reviews. We also have the latest business updates from…
The post This week in CX: retail in focus; Zoom & Optimizely appeared first on Customer Experience Magazine.
Sorry/thanks
If you often find yourself saying “sorry” in a way that doesn’t advance the conversation, it might be interesting to substitute “thank you” instead. So, “I’m sorry this came out of the kitchen after your other dishes,” becomes, “thank you for waiting so patiently.” And, “I’m sorry we got disconnected,” becomes, “thank you for calling […]
What is my job title ?
Hello,
I need your help because I am convinced that I am underpaid for the work I do. I’m looking for a job title that best describes what I do to be able to look and find an average salary estimate for the tasks I do.
I am looking for a job title that best describes what I do. I need your advice.
I am the first person employed in a start up for customer service.
- I have to handle calls and emails, check customer documents to validate their onboarding.
- I have to configure from scratch the CRM tool we use to communicate with customers (Freshdesk).
- I have to define and document all processes and workflows related to customer service activities (also deal with our external partners to define inter-company workflows).
- I have to create a complete FAQ in think ahead.
- Create a complete knowledge base on confluence centralizing all processes, workflows and resources needed for future agents to do their job properly.
- I also have to create a learning path for the newcomers and also manage their onboarding.
- I have to work with the Saleforce team to optimise the agent interface so that they can be as efficient as possible in their to-do’s.
Today I am employed as a Customer Success Agent, but in my opinion this title does not reflect the whole implementation of the customer service environment that I have set up.
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