Category: Customer Experience

Whilst trying to check in for a flight recently, I kept receiving an error message that my passport credentials could not be accepted. I re-entered the information many times, had others review the information I submitted and even called customer support. All to no avail. I had to check in at the counter once I…
The post Evaluating the post-experience: how to fill gaps in NPS measurement appeared first on Customer Experience Magazine.

It’s a simple question that can open doors. But it also creates tension.

The person you’re seeking to connect with might not want to believe that help is possible. There’s a solace that comes from being really and truly stuck, and hope might not be on their agenda.

Or there might be resistance to thinking about what help would look like. Because visualizing it brings it one step closer to happening, and that can be scary.

Perhaps the person has danced with hope before, and discovered that people who mean well don’t always follow through. It may be that an offer of help feels temporary and selfish, not generous.

And it could be that the problem the person has built is so perfect and permanent that no help is possible.

Ultimately, the only way to know if help is possible is to try.

Are you a forward CX thinker? Curious about the future of AI and the latest technologies? You will love the upcoming event hosted by Forethought on September 8th.   Forethought are bringing the CX community together to share their insights and connect in their new, free, virtual conference. Put yourself forward to discover the future of…
The post Save your seat for the Forward conference: discover the future of CX this September appeared first on Customer Experience Magazine.

Technological leaps always take us by surprise.

What happens when every visual image ever created can be remixed and expanded?

Van Gogh, Superman, or Moses. These link to an open search engine, so your mileage may vary.

New software allows anyone to create images simply by typing in a dozen or so words. And software can already write blog posts or ad copy, and will soon do photorealistic animation.

If you’re a creator, you either have a style or you don’t. If you don’t, you’re simply a gig worker. And if you have a style, there’s a computer program that’s going to not only encourage people to copy your style, but expand it. (Here’s a free beta).

For some, this is going to lead to enormous opportunities in speed, creativity and possibility. For others, it’s a significant threat.

Customers don’t recall an experience by the sum of every moment, there are only 2 key experiences that they base their overall experience on. Watch here #CustomerExperience #NPS #JourneyMap #CX #PeakEndRule #XFiles #CustomerPsychology CX Files submitted by /u/CXinTheCity [link] [comments]

There are two marketing problems when it comes to creating interventions for the public good.

The first marketing problem is that when it works we take the intervention for granted. The world doesn’t fall apart, and we don’t notice, because our expectation was that the world (whatever world matters to you) should stay on course. The intervention might have made a huge difference, but we don’t notice the persistence of good things.

The second marketing problem is that if an intervention doesn’t work as well as we expected, we rarely acknowledge it would have been even worse if we hadn’t done anything.

Banning cigarettes in bars saved thousands of lives. Car safety standards have saved more than a million. The ozone layer is in better shape than it would have been, and cars seem to run fine on unleaded gas and even electricity.

And yet there are revisionists writing books claiming that Ralph Nader destroyed the car industry, that Joe McCarthy was a good guy and that we don’t need to make sure that voting rights are preserved. Not all interventions work, but the ones that do are often hard to notice.

submitted by /u/tylerbackwards [link] [comments]

The gatekeepers keep disappearing.

When it cost $500,000 to produce a record album, you could assume that it was going to reach some people and not be completely amateurish. Today, many songs in the iTunes store have had exactly one listen.

When it cost $5,000,000 to make a video or a film, there was a lot of pressure to improve watchability and get an audience. Today, YouTube is filled with videos with no views at all.

And books from major publishing houses used to be assured of at least 20,000 copies in print and perhaps would find some loyal readers. Today, when anyone can write and publish an ebook, there are many that have fewer than ten sales.

While this open marketplace of creativity led to some broken hearts among creators, it also opened the doors for new ideas, new voices and a path to making it as a creative person.

Which brings us to scientific studies.

To get tenure, to spread an important idea, to gain status with colleagues, a scientific paper needed to be published in one of the dozens of journals that existed for this purpose. While there were some studies that were sloppy or even fraudulent, most peer-reviewed journal articles were probably worth taking seriously, with further inquiry appropriate when something important was at stake.

Today, 87.4% of the self-published and popular science articles available contain stats that are made up and methods that can’t hold up to scrutiny. They know that few people will bother to read the footnotes.*

If the goals are speed and clicks, it’s hard to also create a study that’s truly meaningful. Anyone with access to a dozen undergraduate students can publish a ‘breakthrough’ on behavioral economics or even epidemiology. If it gets read, it must be true.

Not so.

Before you get in a cryogenic chamber to help with your eczema, drink ionized water, or take a pill because you saw it mentioned on an opinion-focused cable show, it’s worth thinking hard about what it means for there to be a good study. Did they show their work? Have reputable peers referred to the study? What does the person publishing the study have to gain?

It’s interesting to note that there are very few breakthrough studies in areas like aerodynamics, perpetual motion and bridge design. That’s because it’s really easy to tell when they’re simply making stuff up.

Sometimes, the gates need keeping.

*Did you see what I did there?

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at cloud call centres’ ROI increase; new research into post-pandemic company culture; how Zoom has upgraded your remote working experience; and e-commerce personalisation tactics.  Key news To round off August, global consumer confidence has seen its further descent. Ipsos’ Global…
The post This week in CX: Five9, Qualtrics, and Zoom appeared first on Customer Experience Magazine.

submitted by /u/Just_vibin_cloudz [link] [comments]