In a previous article we shared the importance of reliability and consistency of customer experience, and how progressive business leaders need to care about operational activities that influence customers to stay, leave, buy more, and recommend their organization to others.
In our quest to continually improve Customer Experience methods and practices, James and I regularly expose ourselves to various strategic and tactical concepts put forth.
Topics: The experience economy
One of the most interesting questions we ask our clients when we first begin working with them is this: we ask them how they capture ideas.
Today we have a real treat: an amazing documentary showcasing the most unique and forward-thinking work by Nordic service design practitioners and leaders.
Over the last several blogs we've examined the first phase of Customer Experience Design, going through each of the first four steps in detail: (1) customer research; (2) contextual interviews; (3) customer journey mapping; and (4) setting your customer experience benchmark.
In today's blog, we discuss the high cost of not investing in your Customer Experience; what we like to call the Cost of Doing Nothing.
Customer insight and data have become an imperative part of CX strategies. With rising customer expectations and an increasing demand for a quicker service, more channel choice, and highly personalised interactions, customer data insights can help to truly get to know customers to provide an excellent experience.
For this research from CX Network, 100+ customer experience practitioners shared their views and expertise on data usage, key challenges, company culture, artificial intelligence, use of third party providers and more to give a comprehensive view of the customer insight and data landscape that’s impacting today’s customer experience strategies.
Check out the infographic below to view the results.
In our last several posts we reviewed the predictions made by CX Network in 2017, and have been discussing the lessons that we learned last year with our clients with respect to the three main challenges. First, we looked at what we learned about building a customer-centric culture. Second, we examined how to connect CX initiatives to ROI.
In today's post, we will discuss what we learned from our clients last year with respect to the third challenge predicted by the CX Network's research: how to promote CX in the red ocean of competing priorities.