Category: Customer Experience

Today we launched Checklisty on Product Hunt. Checklisty helps companies achieve over a 35% increase in Product Adoption rates by helping train their users better with a user onboarding checklist. Checklisty helps: Increase trial conversion. Get faster onboarding. Cut down time-to-value. I would be pleased to get your feedback and comments on our new project, so please check our PH page 🙂 Product Hunt: https://www.producthunt.com/posts/checklisty submitted by /u/Ornery-Discount2701 [link] [comments]

Hustle uses shortcuts and effort to bend the conventions of society to get more than the hustler’s fair share of attention. Hustle burns trust for awareness. Because it’s a shortcut, hustle might deliver in the short-run, but hustle is notably non-consensual. Few people want to be hustled.

Marketing is the work of helping people get what they’ve wanted all along. Marketing is about establishing the conditions for a small group of people to eagerly spread the word and build connection. Modern marketing changes the culture by establishing what the new norms are, and does it in a way that makes things better for those it serves.

Taking attention vs. storytelling and service. Sometimes it feels like the shortcuts and depersonalization and scale are the only option, then a great marketing project comes along and we’re reminded that in fact, we can do work we’re proud of.

Recent reports in publications such as The New York Times have questioned email’s longevity as a communication channel of choice. But what’s the reality? How can we do communication with customers effectively? The argument goes that Generation Z (born between 1997 and 2012) – a generation raised on social media and instant messaging – prefers almost…
The post Are we reaching the email endgame? Communication with customers appeared first on Customer Experience Magazine.

In a recent report, Accenture describes last mile deliveries as being at a crucial moment in terms of sustainability: “The last mile ecosystem is at a tipping point. Go one way, and it can extend these gains. Go the other way, and environmental impacts will worsen.”  Simply put, the pandemic has encouraged retailers and other…
The post Five best practices to improve sustainability in business for last-mile deliveries  appeared first on Customer Experience Magazine.

When you meet expectations, when you make a promise and keep it, when your quality is on spec—we say “of course.”

On the other hand, if you relentlessly raise expectations, if you overpromise and add a bit of hype, you’re almost certain to fail to meet our dreams and hopes. At the same time, though, those raised hopes are their own sort of placebo, an internal cognitive dissonance that will make some people like your work more than if you had simply promised less.

And finally, if you invest the time, care and money to dramatically over-deliver, you probably won’t make as much in profit today, but that imbalance is often made up for with word of mouth in your favor. When you amaze and delight, your fans will pay it forward.

A hundred years into our industrial age, each of these forms of expectation has become its own signal. We’ve established expectations about expectations. You can’t raise money from a VC if you tell them exactly what the numbers are going to be like, and no one would have surgery if surgeons were clear about all the details.

The challenge is to be sure we put the correct expectations in the right categories.

In 1988, as a young teenager, I can recall being alarmed at a special news report regarding climate change. The news report concluded that unchecked land use combined with greenhouse gases and aerosol pollution emitted by human activity would warm our planet to dangerous levels. The implications of which would be hugely detrimental to human,…
The post Are we living the illusion of sustainability? Looking at climate change appeared first on Customer Experience Magazine.

It’s not a word, but perhaps it should be.

If a competitor goes after your customers by offering them faster service, all day and all night, you’ve been anytimed.

And if your boss, fearing that event, or simply trying to boost output for free, pushes you to be available all hours of the day and night, you’re being anytimed as well.

The market wants convenience and speed and price. Anytimed is a side effect of that race.

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Life’s a tragedy. It always surprises us, and eventually, we all die.

But tragedies don’t have to lead to catastrophes. A catastrophe is a shared emergency that overwhelms our interactions and narratives.

Lately, they’ve become a business model and a never-ending part of our days. If we live in a world driven by attention, catastrophization is a sure way to grab some. It’s a bright red button that causes forward motion to freeze up.

If it helped, it wouldn’t be a problem. If it helped, we could use our resources to make a difference. But it’s not designed to help, it’s designed to shift our focus and activate our emotions.

It might be the catastrophe of world events, or the political scrum or even an unhappy customer on Yelp.

For too long, people with power and privilege simply ignored things that mattered, and catastrophization is a reasonable response–until it begins to undermine the work we need to do. It quickly becomes a version of Pressfield’s resistance, a way to avoid leaning into important projects that might not work–because it’s safer to focus on a thing over there than it is to work on something right here.

And it’s exhausting. Catastrophe fatigue sets in, and we end up losing interest and drifting away, until the next emergency arrives.

Catastrophization ends up distracting us from the long-term systemic work we signed up to do. It’s a signal that we care about what’s happening right now, but it also keeps us from focusing on what’s going to happen soon.

The best way to care is to persist in bending the culture and our systems to improve things over time.

submitted by /u/philmandelbaum [link] [comments]