Category: Customer Experience

All about Customer Experiences that you ever wanted to know

  • Questionnaire for final thesis

    Hello! Me and my classmate are writing our final thesis and we investigate how virtual try-on affects consumers’ return habits, and whether virtual try-on can reduce the environmental impact of returns. Namely, the amount of carbon dioxide emitted and the textile waste from returns that is the result. We also want to examine consumers’ attitudes towards virtual try-on. It would be great if you could take a little of your time and answer our survey, it would be much appreciated!! 🙂 https://forms.gle/8oMMcw5qzPbuNzpA9 submitted by /u/fallingspaceship [link] [comments]

  • Ethics led design: the only way to gain user trust

    Trust matters. Whether it’s in a personal or a business relationship, loyalty grows only through trust. When trust is lost, it can be hard to win it back. However, current trends in UX design show that many companies are putting profits before their relationship with the customers, using ‘dark patterns’ and other ploys to deceive…
    The post Ethics led design: the only way to gain user trust appeared first on Customer Experience Magazine.

  • Gartner predicts by 2025, 60% of customers will seek service information from third-party sources 

    According to Gartner, by 2025, 60% of customers will seek service from third-party sources of information not owned by the company. Currently, younger customers already use third-party information sources more frequently than older consumers, suggesting that this trend will increase as their share of the total customer base grows. A Gartner survey of 4,831 B2C…
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  • Our areas of expertise

    Most of all, we’re experts in our own narrative, our feelings, our lived experience. No one has had that but us, and while it might be unexamined or instinctive, we’re the experts. Experts in who we associate with and what we choose to believe.

    And many of us are experts in what we do all day. Our craft and our profession. We’ve been doing it for a long time.

    Suddenly, as a spiral of media, world events and science all come together, we’re confronted with a range of things we might not be experts in. Statistics, long-term thinking, epidemiology, semiotics, constitutional law, technology, the scientific method, history and environmental science.

    One option is to get smart about each of these things, just as we’ve learned other important skills in the past. That requires the energy to pay attention and the humility to encounter new ideas and realize that we’re not an expert yet.

    Another is to simply pretend we’re experts, conflating our (well-earned) feelings with actual expertise.

    And the third is to simply shrug and ignore it all.

    It’s never been easier to learn what we need to learn. And it’s never been more urgent that we do so.

  • who’s working in email support can anyone help me with this:

    1) A client who has missed all our emails to help them use the service has contacted us angry that we haven’t communicated with them, what would you say to help clarify the misunderstanding and calm the situation? 2) Client admits we haven’t done anything wrong, but they don’t want to keep up their payments, and they want to get delivery of services even though they haven’t finished paying for them, and are being unreasonable. 3) Client is really happy with how we helped them submitted by /u/davidjosh19charli [link] [comments]

  • Two kinds of useful help

    The first kind, the common kind, is when someone helps you with advice or labor to accomplish what you’ve already set out to do.

    The second kind, more rare and more useful, is when someone helps you realize that your original plan wasn’t as good as you thought it was, and helps you come up with a better one.

    Which kind are you looking for?

  • The evolution of data: will AI voice recognition shape how we serve our customers? 

    Data as we know it is evolving. Previously limited to numerical and text form, data is now increasingly presented to businesses in the form of audio and video, especially with the accelerated use of telephone and video-call communication between businesses and customers.   Voice recognition AI holds more essential data than any other communication, conveying sentiment,…
    The post The evolution of data: will AI voice recognition shape how we serve our customers?  appeared first on Customer Experience Magazine.

  • Yelling “fire”

    With the possible exception of hockey games, there have been few places in our modern lives where public interactions are supposed to be coarse. If (back when we could, and soon when we can again) you go to the theater, a museum, the mall, a restaurant, the library, school, the supermarket, the park, or yes, even to a movie theater, the management does not tolerate or encourage acting like a jerk.
    And then social media arrived.
    Social media is a place where the business model depends on some percentage of the crowd acting in unpleasant ways. It draws a crowd. And crowds generate profit.
    We’ve created a new default, a default where it’s somehow defensible to be a selfish, short-sighted, anonymous troll. At scale.
    Civility has always been enforced by culture, and for the last hundred years, amplified by commerce. We shouldn’t accept anything less than kindness, even if the stock price is at stake. DMS has a great point about the algorithm. Once you start prioritizing some voices, you become responsible for the tone and noise and disconnection (or possibility, connection and peace of mind) you’ve caused.

  • The answer imperative

    “C’mon, c’mon, c’mon…”

    We’re standing on one foot, impatiently waiting for the shortcut, the method, the guarantee. Skip the preamble and the analysis–what’s your take? Don’t talk to me about genre and method and history. No time for that. What are we supposed to do right now?

    Perhaps the reason we’re struggling is that along the way, we forgot to focus on the questions instead. More answers are only going to insulate us from the questions we actually need to be focusing on.

  • The win-win fallacy

    There are some problems where a useful solution is a win for everyone.

    But not many. Certainly not the problems that have been around for a while. If there were a win win solution, someone would have probably found it already.

    For significant problems, someone is going to lose in the short run. Leadership is not the act of making everyone happy. It’s the ability to show up and help us get to a place where, on balance, more of us are glad to be.

    If you can’t find a win-win, it might be time to find a win-lose where the most people with something at stake end up benefitting. Often, that means that entrenched interests and those that have traditionally come first don’t do as well in the short run.