Category: Customer Experience

Most people go with the second option: they turn to online resources to find answers to their questions, and more times than not, they watch a video. Because by watching a video, you don’t have to wait on hold to speak to a customer support specialist. Instead, you can find a video answer to your question and solve your problem immediately. This scenario is becoming more common every day. Customers increasingly turn to video to help solve their issues with products/services because it offers quicker, better and easier solutions – that all lead to improved customer experiences. What if your brand could deliver the same convenience? With video customer support, you can. I wrote a blog about why you need to invest in video for customer support, read it here: 7 Reasons You Need to Invest in Video for Customer Support submitted by /u/Advanced-Revenue3566 [link] [comments]

It’s so tempting to simply begin painting a wall. After all, it’s pretty easy to lay down paint.

But it turns out that masking and dropcloths, painstakingly put into place, save many hours compared to cleaning up a mess afterward.

The same is true for what happens when we have a new hard drive or a blank document.

A file organization and backup system takes a few minutes to set up. It saves hundreds of hours in finding files, organizing versions and recovering from an (inevitable) system failure.

Using templates, master sheets and structured ways to hold data is far more resilient than simply putting some text and images on the page in a way that looks good.

Programmers who comment their code as they go ultimately get the real work done faster.

Establishing source control protocols among team members is a tiny price to pay for avoiding duplicated work.

If you don’t have time to do it right, how will you find the time to do it over?

You can tell if a house painter is any good before the first brushstroke is applied. And you can figure out if your designers, system architects or coders are good in the very same way.

Successful treaties calm things down and let us get back to what’s really important. Sometimes, the fight becomes the entire point.

Not surprisingly, when we’re busy fighting a war in our head about a previous injustice or slight, we can effectively consummate a treaty without the other person even knowing about it.

When Bain first invented the Net Promoter Score (NPS) measurement system, they introduced Inner and Outer Loops. These loops are used mainly by most Voice of the Customer (VoC) practitioners. They use these definitions of the loops: Something that I’ve noticed is that when some VoC vendors shout about ‘Closing the Loop’, they only mean the Inner…
The post Introducing the innovation feedback loop: disrupting CX management appeared first on Customer Experience Magazine.

We spend much of our worrying time on crises. Our media is filled with warnings, coverage and fear of cataclysms. The big boom, the sudden end, the crash.

In fact, rot is far more common.

Things decay unless we persistently work to support them. Organizations, reputations, systems, health, investments… even our teeth. For every hockey player who lost a tooth in a game, there are a million people who lost one over time.

Fear the rot, the explosions are merely a distraction.

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

That’s unlikely.

You’re rarely going to get the freedom and resources to do your best work unfettered.

The hard part (and the opportunity) is to figure out how to get comfortable with fettered.

Because fettered is what’s on offer.

Boundaries and scarcity aren’t simply impediments. They’re leverage points and opportunities.

Join senior customer experience leaders from organisations such as Sky, Orange, TikTok, Vodafone, Three, TalkTalk, Virgin Media, O2, BT, Huawei and DAZN as they meet to discuss how to foster brand loyalty, improve digital experiences and predict expectations and needs at the CX Telecoms, Media and Technology Exchange 2023, 26-27 April at Hilton, Syon Park, London.  Amongst increasing pressures on…
The post The CX Telecoms, Media, and Tech Exchange 2023 appeared first on Customer Experience Magazine.

Rollcoasters are one of the safest ways to travel (they end up where they begin, but that’s a different story).

People pay to ride on them because they feel risky, even if they’re not.

Air travel is really safe, and the airlines work overtime also reduce the perception of risk as well. That’s why turbulence is so jarring–it’s not actually risky, but it breaks the facade.

On the other hand, we regularly engage in activities and behaviors that are risky without perceiving the risk. The cigarette companies worked hard to make smoking feel macho, sophisticated and part of the crowd at the same time that they seduced people into feeling like they weren’t taking a risk with their health.

The most resilient path in most activities is to offer perceived risk to people who seek risk, while also creating resilient systems that aren’t actually risky. Because dancing with perceived risk creates growth, connection and emotional resonance, whereas actual risk leads to outcomes we don’t want.

EST submitted by /u/TransitUX [link] [comments]