Gathering customer feedback is the only way for a company to truly know and understand its customers’ needs, wants, concerns, and issues, as well as create more and lasting value for them. However, while most companies receive customer feedback, whether unsolicited (e.g. via comments, suggestions, complaints, questions, concerns, etc.) or by proactively soliciting feedback through surveying, many still struggle to manage and act upon that feedback in real-time.
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.
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.
In our last two posts, we reviewed a video from the CX Network from early 2017 that predicted the three biggest CX challenges for 2017; and, last time, discussed our own experience with our clients with respect to the first predicted challenge, building a customer-centric culture.
In today's post, we will take a look at what we learned working with our clients last year in the context of the second predicted CX challenge: linking CX initiatives to ROI.
In our previous articles, we outlined the first three steps of the first phase of Customer Experience Strategy Design: first, we outlined the importance of surveys; second, we described how contextual interviews provide important insights; third, we reviewed how journey mapping is a collaborative, visual, and illuminating tool for understanding your customer; and fourth, we relayed the benefits that journey mapping provides an organisation as a strategic process.
As we embark on a new year, many businesses aspire to build upon last year’s performance and implement innovative new ways to make 2018 their best year yet. As we discussed last week, it is paramount for businesses to provide consistent and reliable experiences for their customers. Learning from past experiences, they endeavour to uncover new opportunities to generate great ideas to improve performance.
Previously, we described customer journey mapping, and why it is a strategic imperative for organizations committed to designing and delivering better customer experiences.
In our previous two articles, we have described the importance of the Understanding Phase of Customer Experience. The Understanding Phase is a three-step process that underpins the Customer Experience Strategy for an organization.