Two-years into the pandemic, the psychological contract between employees and employers has been changed forever. The changes in the way individuals work have not only changed their expectations, people are actively looking to join organisations capable of addressing their unique needs.
It has always been my firm belief that you cannot expect employees to be highly customer centric, if each of their movements are heavily scripted and they need permission for every contact moment that is ‘out of the ordinary’.
Is Customer Experience dying? Maybe it is. At the very least, Customer Experience is dying as we know it. I recently discussed whether Customer Experience is dying on LinkedIn Live with two other Customer Experience champions, Joe Pine, co-author of The Experience Economy, and Lewis Carbone…
A journey map is a visualization of the process that a person goes through in order to accomplish a goal. In its most basic form, journey mapping starts by compiling a series of user actions into a timeline.
There are millions of digital products around us, but most of them do not have their own face, and have no story, all of which makes them boring and confusing.
According to IWFM, CX is a combination of customer care and customer service. It follows the end-to-end journey a customer is taken on, combining all the physical and emotional elements and attributes within service & care at every step of the way.
CX has grown in recent years to become a primary driver of growth, customer satisfaction and loyalty and employee engagement. The industry and discipline have become too powerful for companies to ignore, so much that companies that don’t prioritize customer experience run the risk of becoming obsolete.
Customers are surrounded by options – even in the confines of their homes and home offices. But they’ll only dump you if you make one of these missteps.
Customer experience exists whether you are intentional about it or not. After all, your customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey.
Better employee experiences make for better customer experiences. According to research from Oxford University, workers are 13 percent more productive when they are happy, which should ultimately empower them to do better work. Patrick Lencioni, the author of The Truth About Employee Engagement, believes that employees want to matter and feel that their work is having an impact on the organization.