Category: Customer Experience

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.

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.  …
The post New research: 88% of senior customers feel ‘shut out’ by online brands appeared first on Customer Experience Magazine.

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, it feels that way.

Most of what we encounter is driven by emotions, and our emotions are always relative. When we’re shopping for a car or an avocado, we’re buying the way it makes us feel, not how it would make someone else feel.

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. https://www.youtube.com/watch?v=s7ygDZ-0p9E&t=3s submitted by /u/CXinTheCity [link] [comments]

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 and talk about have something to do with culture.

Conversations are contagious.

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.

And if that happens again and again, it can become overwhelming.

It’s tempting to dumb down your work, or go for a shortcut or a quick hit.

Worst of all, to simply give up.

Please don’t.

The body of work you’re creating adds up over time. The consistency and empathy of your vision will seep through. Drip by drip, you’ll create something worth noticing.

The key word is empathy. While of course, you’re welcome to make work for just yourself, the path forward lies in figuring who it’s for and the change you seek to make. To go where others are instead of requiring them to put in the effort to figure out what you’re up to.

Sooner or later, the crickets will ask for more.

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…
The post UK airlines still leaving customers unsatisfied and disrupted appeared first on Customer Experience Magazine.

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 makes no sense at all to count things over which we have no control, and which teach us nothing about the future.

Counting our luck (good or bad) doesn’t make us luckier.

[PS I’ll be doing a free online seminar at the New York Public Library on Monday as part of Carbon Almanac Week there. You’ll need to pre-register to get an invite.]

Also! This is the last best chance to take some of your favorite cohort-based workshops with my friends at Akimbo. These action-based workshops are the single most effective form of learning at scale that I’ve ever seen. The early bird discount now applies:

The Creatives Workshop is for anyone who was influenced by my book The Practice and is seeking a way to put their creative instincts to work.

The Marketing Seminar is the cohort-based course for This is Marketing and is the foundation you’ll need to understand how to bring your ideas to the people you serve.

To find more details on story skills, podcasting, copywriting and writing in community, check this link.

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…
The post This week in CX: Microsoft, Gartner, and Awards International appeared first on Customer Experience Magazine.

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! submitted by /u/SoulPurpose44 [link] [comments]