Learning practical lessons on customer experience from real life examples

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This is a guest post by Angela White on behalf of ProProfs. Many companies see customer experience as a necessity when it comes to keeping their consumers happy. In doing so, not only are their customers happier, but the business itself flourishes too. A PWC worldwide study from 2018 stated that 73% of consumers believe that customer experience is an integral part of their purchasing decisions, while 43% of customers would pay more for a greater experience. Despite the obvious

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Most companies don’t get what it means to deliver a great customer experience

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If you stop and think about your own behavior for a minute. I’m betting that when faced with a question that you don’t know the answer to then one of the first things that you will do is ‘Google’ the answer. This is not unusual and is what many of your customers do too. When applied to questions that are related to products or services that we use or are considering buying that’s called self-service. Personally, I believe, helping customers

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Is social media the next frontier for improving customer experience?

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In early May, Sprout Social released their 2019 Index which looks at the state of, use, challenges and relevance of social media. The main findings of the report were that: Marketers struggle to create social strategies to support overall business goals. Marketers need to dig deeper to understand their audience. Consumers want to be engaged and entertained before they buy. Facebook continues to dominate the social landscape. Brands are only scratching the surface of what social can do. Given that

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Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to help – Interview with Rob Walker of Pega

Rob Walker on stage at Pegaworld

Today’s interview is with Dr. Rob F. Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about his keynote presentation, Pega’s upcoming Customer Empathy Advisor, what empathy is and the value of being more empathetic in customer experience. This interview follows on from my recent interview – The good, the bad and the ugly of customer service –

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Emotional triggers for a more impactful customer experience

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This is a guest post by Ralph Wunsch who is working as a web publishing consultant for Writebrain, a blog analytics tool.  It is often said that a way to someone’s heart is through their stomach. While this old proverb may seem specific to cooking, it’s actually a metaphor for giving someone a pleasant experience that warms their heart. In this case, working your way to someone’s “stomach” is a good advice, especially to those whose job is to create

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What would a punk rock version of CX look and feel like?

Punk CX cover

Back in December 2017 I was sat with a friend of mine, Oisin Lunny, in the Basketmakers pub in Brighton. After 2-3 pints of Guinness, I started on a bit of a rant about the state of customer experience (CX) and what we needed was for someone to do something more ‘punk’ if they really wanted to stand out and lead their fields. That idea sat with me for a good six months. However, in the summer of 2018, the

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The removal of friction represents a huge opportunity for customer experience – Interview with Roger Dooley

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Today’s interview is with Roger Dooley who is a a speaker and author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing, the popular blog Neuromarketing, and Brainy Marketing at Forbes. He joins me today to talk about his new book: FRICTION―The Untapped Force That Can Be Your Most Powerful Advantage, what friction is, how it affects us and what to do about it when it comes to customer experience. This interview follows on from my recent interview

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Are you brave enough to bring your customers or patients into your boardroom?

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A couple of weeks ago I took a bunch of people, from one of my clients, to visit The Walton Centre in Liverpool as part of a customer service excellence and continuous improvement programme. Not only is The Walton Centre a world class facility that specializes in neurology, neurosurgery, spinal and pain management services, it is also an award winning organization in terms of how it manages its people having been awarded the Investors in People Gold Standard (2014, 2017)

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Behavioural economics, alchemy, customer experience and the power of ideas that don’t make sense – Interview with Rory Sutherland

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Today’s interview is with Rory Sutherland, Vice Chairman of Ogilvy in the UK and author of a new book: Alchemy: The Surprising Power of Ideas That Don’t Make Sense. Rory joins me today to talk about his new book, behavioural economics and what we can all do to uncover stand out ideas that don’t make sense. Note: This interview is longer than many of the usual interviews that I conduct but dive in and enjoy it as it is packed

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