Category: Customer Experience

We’re looking for some volunteers to join us.

It’s life-changing, useful, powerful work. After taking our Almanac to #1 in the US, Italy and the Netherlands, the volunteers on this project are working to amplify our message. We connect online, from countries around the world, and we’ve built an actual social network, one with a purpose.

All the details are right here.

We’ll be inviting a select group where we think there might be a good fit, and we’d love to hear from you.

Thanks for leading and for making a difference.

Rhetorical questions, some easy, some particularly difficult, all worth thinking about:

If your house near the ocean has a beautiful view, should the person who buys the lot closer to the shore be able to build a house on it?

If your restaurant needs to empty the dirty oil from the deep fryer, is it okay to dump it on the curb, possibly causing a bicyclist to slip and crash?

If your car painting facility exhausts tiny droplets of red paint while doing a job, and the paint floats away and lands on a white car nearby, are you responsible?

Is it okay to make money selling building toys made from little tiny powerful magnets? What happens if kids eat the pellets and suffer internal injuries?

Should a factory dump poison in the river, even if it’s legal?

If you deep fry your holiday turkey, is it okay to pour the used oil down the drain? Or dump it into the river?

Can the architect of a skyscraper specify mirrored glass, even if the glare bothers people in nearby buildings?

What about building a huge skyscraper that casts a shadow all day on the park next door?

And… is it okay to take a private jet to Scotland, even if the exhaust from that jet will cause distress to countless people who didn’t choose it? What if it takes a long time for the effects to be felt?

No easy answers. But we need to keep asking the questions.

Housing associations cater for a higher proportion of vulnerable households. As energy prices and the cost-of-living soar, residents are experiencing unprecedented difficulties. Having already had their incomes negatively impacted by the pandemic, many vulnerable residents are now particularly susceptible to falling into debt. They may even be less able to recover from it.   Two heat…
The post The looming problem of resident debt appeared first on Customer Experience Magazine.

The market for online dating is incredibly crowded, with more than 1,400 digital options in the UK alone. Demand for digital dating initially spiked at the onset of COVID-19, when people sought relationships while isolating and social distancing. The increase in demand led to this product-filled market promoting the same thing: connection.   Brands looking to…
The post The future of dating: merging digital and human experiences appeared first on Customer Experience Magazine.

Omdia’s 2022 report reviews how the Customer Engagement Platform (CEP) market is growing. Additionally, it assesses the tremendous value in implementing CEP solutions, and what this can provide for organisations.  Twilio has been ranked as a “Customer Engagement Platform” leader. They have been given the highest CX ranking for Omdia’s CEP offering.  For companies to…
The post Why implementing a Customer Engagement Platform is crucial appeared first on Customer Experience Magazine.

And vs Or.

Leading a project is about causing the death of a million ‘ands’.

There was a long line at the ice cream stand, but the person in front wasn’t budging. The customer had narrowed down the choice to four flavors, but they were paralyzed, unable to choose.

It’s not because any of the flavors wouldn’t be fine. They were all good choices. It’s because choosing one flavor meant not having the other three. Getting an ice cream had turned into a dance with regret.

You can’t build a luxury car that’s also inexpensive, AND drives well off-road, AND is very fast AND super safe. You can’t create an event that’s intimate, open to all comers, proven, resilient for any weather, held outdoors and unique.

We focus on the frustration of losing an ‘and’ when we get nervous about the decisions we’re asked to make, when we are hesitant about commitment. And we obsess over the constraints we’ve already accepted because it slows us down and amplifies our fears.

Instead of focusing on what we’re building, we focus on the paths that are no longer open.

If we’re going to create anything at all, if we’re going to ship the work, the positive path is to look for the constraints and grab them. They’re the point. No constraints, no project. When we see them as stepping stones on the way to the work we hope to do, they’re not a problem, they’re a sign that we’re onto something.

Managing a project is the craft of picking this ‘or’ that. ‘And’ isn’t often welcome because ‘and’ is a trap.

Customer Experience Management wird oft missverstanden im Sinne, den Kunden ein möglichst tolles (emotionales) Erlebnis zu bieten. Dies ist grundsätzlich nicht falsch. Es besteht aber die Herausforderung Erlebnisse zu entwickeln, die wirklich differenzieren und auch dem Unternehmen einen Mehrwert bieten. Unsere Customer Experience Beratung zielt somit auf die Balance zwischen Wert für die Kunden aber auch Wert für das Unternehmen ab. Besuche hier: https://customersx.tumblr.com/post/690477027646685184/in-4-schritten-mit-der-customer-experience submitted by /u/CustomersX [link] [comments]

The CXO is charged with bringing holistic experience design to the boardroom and making it an intrinsic part of the company’s strategy and culture. UX follows a user’s interactions with a product, service, or system, and CX follows a user’s engagement with a company throughout their lifetime with the brand. A CXO would align the UX, PM and CX to strategic goals of the company. Exploring this topic has been interesting for me, I would love your opinions on my latest video Watch video here https://preview.redd.it/d8und61pxhd91.jpg?width=4000&format=pjpg&auto=webp&s=d1f0eff72087a132d70b59057296d750b5157e6e submitted by /u/CXinTheCity [link] [comments]

This is a distinct skill. Something can be dependable without being extraordinary, rare or even a good value.

It’s also one of the easiest skills to acquire, and often quite valuable if you stick with it.

While sticking with dependable is sort of redundant, it’s also required.

Something magical happens when people are in alignment and an idea becomes a bestseller.

When there’s a line out the door. When there’s a buzz in the room. When people are talking about the work you’re doing. At least some of the people.

A restaurant is more fun. A course seems more important. A project at work gets more attention. When the right circle of people are involved, a new energy arrives.

Less than two weeks ago, The Carbon Almanac was published in North America and Italy (just after it came out in the Netherlands).

It went to #1 in all three countries.

It was featured on newscasts and in blogs, newspapers and magazines.

And the volunteers who built this did simultaneous book signings on six continents, with dozens of co-authors coming together in a hybrid virtual/real life jamboree of possibility. Creating a world record while we were at it.

Of course, on a planet this big, this is a drop in a bucket. No book, no movie, no TV show, no movement reaches the majority of the masses. But that’s okay. In the community you seek to serve, creating bestseller energy leads to more possibility, more connection and more magic.