Indispensable or irreplaceable
There are 1,000 other high schools, and each one has a vice principal who isn’t you. No, you’re not irreplaceable. No one is, not really. But if we work at it, we might become indispensable. The linchpin, someone who would be missed if they were gone.
New research: 88% of senior customers feel ‘shut out’ by online brands
UK consumers over 65 hold significant digital shopping power, with 76% relying on online purchase. However, findings reveal that only 12% feel understood by brands they digitally interact with. While many in this age group are digitally-savvy, the communications options offered can often fall short of providing a reliable route to resolution, eroding trust. …
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Absolute and relative
It doesn’t matter that it’s not the Super Bowl or the World Cup. For this twelve-year old, tomorrow’s game is the big game, the biggest ever, and the emotional stakes are just as high. It doesn’t matter that this illness isn’t going to be life or death in the next few days. For this patient, […]
Make your CX Metrics Memorable with Storytelling
Storytelling makes a Voice of the Customer (VoC) effective. Ensure you first determine the indicators to focus on when analyzing customer metrics as strategic KPIs alongside sales targets.
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In Bhutan, they dream of rainbows
In countries throughout the world, even in countries where there are no snakes, the most common dream is one based on our (it must be) genetic fear of snakes. But in Bhutan, they dream of rainbows. The dreams might be consistent, but the way we talk about them clearly isn’t. Perhaps the dreams we remember […]
Crickets
When we sing in the shower, we hardly expect applause. In fact, that would be awfully weird. But online, when just about anyone might be clicking, watching or sharing, it’s disappointing to put your work into the world and hear nothing. Nothing but a black hole that absorbs your best work and reflects nothing back. […]
UK airlines still leaving customers unsatisfied and disrupted
Heathrow has warned that its 100,000 a day limit on passengers travelling through the airport might be extended. This is due to the unprecedented disruption it is still facing. New data reveals that the top UK airlines are failing to respond to basic customer enquiries in a fast or effective manner. The study, which was conducted…
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What to count
So many choices. So many sorts of metrics, critics and measures. Perhaps it makes sense to count things where the counting tells us how to do better next time. And to count things that let us know how much risk we can take next time. Or to calibrate our judgment about the market. But it […]
This week in CX: Microsoft, Gartner, and Awards International
Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at new Gartner research, reports by Reputation and Digital River, and the 4-day work week trials. Key news Our partners, Awards International, are pleased to announce that the 7th edition of the UK Digital Experience Awards are now open for…
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New CX Lead looking for quick wins and a mastermind community
Hey guys, I’ve recently been promoted to the CX Lead at our e-com fashion brand that services the growing modest wear market all over the world. Before this, I’ve been the creative copywriter and sole CSR rep. I’m looking to make a splash early with this new promotion and was hoping you could share some of your success stories with me. Our business is only 4 years old but we have been 3Xing year over year and growing fast, but that being said, we have no templates or flows in place for CX growth and monitoring. That leaves a ton of room for improvement as far as I’m concerned.
Here are the current platforms that we are using:
Current Shopify extensions:
Gorgias – Incoming email to contact our support team
Klaviyou – Outgoing email for sales and newsletter
Yotpo – Loyalty Program
Okendo – Reviews
Loop – Return portal
GRIN – Influencer management
Facebook Group – VIP, invite only
My first task (I’m setting these all myself btw and learning as I go) was creating a customer journey map. I used a website called UXPressia to do that and it came out pretty decent. Next, I researched our customer database and past email history to create 7 customer personas. Now I’m looking to dive into some implementations that can be added immediately:
Live Chat/ Chatbot for the website and app
Survey platform to finally get some data and CSAT, CES, NPS
Personal Shopper Email and Video correspondence
And that’s pretty much where I’m at with this for week 2. Any suggestions on next steps, measuring and reporting advice, big-ticket projects, creative solutions that have advanced your career path or just industry standards – these would all be super helpful for the stage of the game I’m currently at and would be highly appreciated.
Thank you all in advance and if anyone is looking to create a CX Mastermind Group to share ideas, trade advice, review 3rd party solutions, or just talk shop – Let me know, I’m definitely here for it!
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