Category: Customer Experience

The math is simple: many people do less than they should.

They might be selfish, but it’s likely that they’re struggling with a lack of resources or a story of insufficiency. Either way, in any community or organization, many people contribute less than their peers.

Whether it’s splitting a check, getting a project done or making an impact on the culture or a cause, if you want things to get better, the only way is to be prepared to do more than your fair share.

Because we need to make up for the folks who don’t.

Amazon still won’t refund me for my laptop and it’s been 8 days. They say it might take another 7. I ordered an Alienware m15 for over $2300. I had multiple ups pickup requests as that was the only way to get a return. I kept trying to turn it on it off because it was so problematic. But it created more and more return requests. It got picked up without me knowing so I have to call Amazon daily. It’s been 7 days, it’s at Amazon, but they refuse to give me a refund. They say it’s having a problem. They have it so why aren’t they giving it to me. Would calling the bank be helpful. Maybe they can pressure Amazon. This is some of the worst customer experience of my life. Please help. submitted by /u/sketchmasterstudios [link] [comments]

According to a report by Deepgram and Opus Research – 73% of respondents noted customer experience analysis as the most impactful use of voice technology. So, are you also using automated calls to secure quality customer feedback – If so, how has the experience been? submitted by /u/maddygator92 [link] [comments]

Plastic was inevitable.

It took hundreds of years to perfect, but we built a system based on profit, convenience, productivity and markets.

Markets are extremely good at sniffing out problems that can be solved with transactions. If people care enough to buy something to fill a need, someone else is likely to try to make that thing.

Along the way, this market-need sensing mechanism leads to factories, to retailers and to marketing. No one is in charge, no one stays on top forever, and the outputs of the system keep shifting–more of what the capital markets, parts of the labor market and most of all, the consumer market demands.

And so plastic is inevitable.

It makes it easy to manufacture and ship some things. It can increase productivity. It can lower costs. It makes the retail process more convenient–and consumers love convenience.

Last year, earthlings manufactured and used a trillion plastic bags. The manufacturer and disposal of plastic has an enormous cost to people and the places we live.

But plastic persists as a commercial solution, because the system is invisible and resilient. Each member of the system does what they do, usually for good reasons.

Gaiam makes yoga mats and blocks. It’s run by people who care about their impact on things, and their customers are environmentally aware. Yoga blocks are made of semi-hard foam, but they last a long time, and most of their customers are okay with that tradeoff.

But these blocks are then shrink-wrapped in plastic. And then the plastic shrink-wrapped foam blocks are wrapped in a relatively thick plastic marketing band to make them easier to display at the store. And then, if you buy the blocks from Amazon, the shrink-wrapped, belly-banded blocks are put in a plastic bag before being shipped to you.

Gaiam says that they’d rather not do this, but the retailers they depend on require them to. And the retailers say that they’d rather not require this, but it would increase prices (and perhaps decrease sales) if they had to rely on store personnel to hand-sell them. And Amazon uses a stopwatch and a spreadsheet to figure out what’s cheaper and faster…

And so, a system.

Plastic is just one example. Industrial and cultural systems are all around us, with all participants doing what they’re encouraged to do and furthering the work of the system.

Systems almost never change voluntarily. They rarely change because some of the participants in the system decide that they would prefer new rules. Systems change when their inputs change and when the rules change.

In this example, the moment we charge an appropriate price for plastic, incorporating the significant costs of disposal and climate change, the system will notice and act appropriately.

Every system we live with has already been altered by the needs of some of the people impacted by the system. As impacts grow, the number of people affected grows as well.

Systemic problems require systemic solutions.

Change was constantly emerging as a key topic during the last two years. While businesses must innovate and drive positive changes to grow, the people behind those new projects are often overwhelmed. According to a survey by Limeade, 59% of managers say they feel overworked, with 72% saying they have felt more pressure to deliver…
The post Are your employees facing organisational change fatigue? appeared first on Customer Experience Magazine.

88% of executives believe that employees and customers needs are changing faster than businesses can respond to them. It is leading to a crisis of relevance, according to a new report from Accenture*.    “External factors – from economic to cultural, environmental and political – are affecting people more than ever before. It’s making life more complicated…
The post Why are companies struggling to stay relevant to their customers? appeared first on Customer Experience Magazine.

Proving the return on investment (ROI) of customer experience (CX) initiatives can be difficult. Even alongside the fiddly, specific mathematics and logistical elements, it can be challenging to measure and prove. Especially as it could take months, or even years, to see results, proving your ROI is something to perfect. There are a multitude of factors…
The post How to persuade others about the ROI of your CX programme appeared first on Customer Experience Magazine.

Personalising the patient experience is now a possibility by integrating IoT (Internet of Things), and data from those devices. It can provide both patients and their doctors with a better picture of their health, as a better way to track daily activities and outcomes. IoT in healthcare simply provides another data point. This can be…
The post IoT’s role in transforming healthcare appeared first on Customer Experience Magazine.

You can find Renata’s audio interview with Chris Roberts at the end of this article. Innovative customer experiences and sustained customer engagement are top priorities for many organisations. Whilst defining strategies, many organisations tend to overlook the critical contribution that employee engagement makes towards their goals.   I believe that for any business to be successful,…
The post Get Wonky: a blockchain of culture programme by Eltizam appeared first on Customer Experience Magazine.

They dance with each other.

If expectations are too low, you don’t get the gig, and you’ll never have a chance to engage with a customer.

But if they’re too high, surprise and remarkability disappear.

As you succeed, it’s harder, not easier, to bring delight to the people you serve.

Often, this is replaced by the cognitive dissonance of sunk costs and luxury goods. People assert delight because they think they’re supposed to, because they don’t want to feel stupid–not because you’ve produced anything genuine.