Category: Customer Experience

When I applied for the CCXP certification, I had already been working hands-on in CX management for five years. This meant that I had an abundance of practical experience; but I was facing some serious gaps in theory. It was only when I was preparing for the upcoming exam and realised the amount of theoretical…
The post How I earned a CCXP certification: my top tips appeared first on Customer Experience Magazine.

Plenty of people insist on freedom and independence.

More rare and far more effective is to claim responsibility instead.

“I’ve got this,” can go a long way.

One is very skilled at following the recipe. Quality control, consistency and diligence.

The other understands how the recipe works, sees patterns and opportunities and changes the recipe to fit the problem to be solved. It’s about metaphor in addition to process.

Both are useful.

If you think this is a post about cooking, you might be the first kind of cook.

Hey Reddit! 👋 I’m new to this community and want to share an educational vlog with you that aims at educating aspiring professionals in the field of Customer Experience (CX). I post weekly short videos on interesting CX topics, events and resources. They are also geared towards helping people tackle the various stages of a client lifecycle, when it comes to creating a holistic experience for clients. It would be great to get your input on the content published on the YouTube Channel, I post weekly short videos on interesting CX topics, events and resources. Start watching here submitted by /u/CXinTheCity [link] [comments]

If you can do it once, you might be able to do it ten times.

And if you do it ten times, it will become a skill and a practice. You’ll do it more naturally and more often.

Sending a note, changing your mind, throwing a ball, offering a kind word, doing leg presses.

Ten reps is a great place to begin.

I know that the topic of scale intervals has been widely debated over the years. My company is in healthcare (in-home preventive health screening). We survey every patient post encounter (invite to web survey). We ask about 10 questions regarding their experience. Sat scores are shared with our health insurance customers as per contact. We are currently using a healthcare survey platform vendor whose methodology is based solely on a 4-point Likert scale (No / Yes somewhat / Yes, mostly / Yes, definitely). I always found this scale to be not granular enough. We are changing survey vendors and now have the luxury to change our scales. I am considering 2 scales: 1 to 5 (very dissat, dissat, neither/nor, sat, very sat) and 1 to 10 (extremely dissat to extremely sat with no text labels in-between). Which is best? Respondents will often not want to give the “top” score along a scale, even if they are extremely satisfied. That mans a lot of 4s on a 1-5 scale which equals 75% (scale is weighted 0%, 25%, 50%, 75%, 10 submitted by /u/PeekFrean [link] [comments]

Research shows that as much as 51% of the users move from a brand due to substandard customer experience and about 81% of the customers state that switching brands can be stopped if there is an improvement in the customer journey and customer experience. Businesses should ensure that they help customers by meeting their expectations and thereby accomplishing their company’s objectives. This gap can be bridged by using the customer journey mapping approach. https://www.embitel.com/blog/ecommerce-blog/complete-guide-on-customer-journey-mapping-and-user-experience submitted by /u/HippieSwat [link] [comments]

Resilient systems are better than fragile ones.

Leave the campsite better than you found it.

Clean air is better than dirty air.

It’s more reliable to invest in things that produce positive impacts over time.

When the numbers add up, believe them

People who show their work are more likely to be right.

Important work is better done now, not later.

Talking about our problems makes the solutions more robust.

It’s better to make up your mind after you see the data, not before.

If we begin with what we agree on, it’s easier to move forward.

Of course, there’s always this alternative:

Awards International is proud to announce the start of the Gulf Customer Experience Awards ’23: a premium awards programme celebrating top results and achievements in CX. As of July 4th, the eighth edition of GCXA will be officially accepting entries. Organisations from across the Gulf are invited to showcase their achievements, submit their applications and…
The post The 2023 Edition of the Gulf Customer Experience Awards: Open for Entries appeared first on Customer Experience Magazine.

If you and I play a game of cards, the winner will largely be decided by luck. Get good cards and you come out ahead.

If you and I play 100 games of backgammon, the better player will win, because the luck of the dice regress to the mean, evening out over time, leaving skill as the dominant factor.

Good game design involves creating the conditions where early luck doesn’t destroy the rest of the game. A good roll or a good first hand shouldn’t eliminate the opportunity for other players to have a chance. This is why Monopoly is a more accurate social commentary than it is a good game.

When people talk about life and say, “there’s no such thing as luck,” they might be referring to the fact that in the long run, people who are prepared, persistent and granted the benefit of the doubt often do okay. But what they’re missing is that life (and our culture) isn’t constructed as a game that doesn’t reward early luck.

Early luck has a massive impact. Where you’re born, the caste society puts you in, whether or not you were appropriately precocious in various early ranking systems–these all get compounded. Malcolm Gladwell has written about birth month having a significant factor in who gets to play in the NHL–because where a Canadian kid plays hockey when he’s six adds up over the decades.

[If you’re a sports fan, that means we could create a second NHL, with just as many star players, simply by creating a different farm system for kids born six months later].

Compounding early luck is generally fine with people who have early luck. What a surprise. But it’s unfair and it’s also an talent-utilization problem that hurts everyone. When we fail to create the conditions for people to persist with resilience until the luck comes along, we all lose.

Organizations have the opportunity to invest in the long haul. They can take profits from early luck and apply them to areas where upsides will eventually appear. This is the secret of successful VCs like Brad Feld and Fred Wilson. A portfolio is a simple way to reduce the impact of luck (good or bad) over time.

But we’re all in organizations. We have a chance to not confuse early luck with skill, and take the steps to build enough resilience into our journey that we’re more likely to get where we’re going.