It’s Cyber Monday, and that means savings! Keep reading for four customer experience training and coaching offers to accelerate your CX and EX initiatives — and drive value for your organization — over the upcoming year. Now through Friday, December 9, 2022: Save $1000 on lifetime access to our Journey Mapping Master Class & Toolkit, the industry’s only solution to combine the expert instruction and ready-to-use tools you need to create effective journey maps. Use code CYBER1000 at checkout. Save $500 on lifetime access to our self-directed online course, Cu ..read more

It’s Cyber Monday, and that means savings! Keep reading for four training and coaching offers to bolster your customer experience efforts over the upcoming year. Now through Friday, December 9, 2022: Save $1000 on lifetime access to our Journey Mapping Master Class & Toolkit, the industry’s only solution to combine the expert instruction and ready-to-use tools you need to create effective journey maps. Use code CYBER1000 at checkout. Save $500 on lifetime access to our self-directed online course, Customer-Powered Profits: 10 Lessons To Unlock The Poten ..read more

Pop quiz! What does it take to deliver effective, coordinated cross-channel experiences in today’s business landscape? If you answered “data,” you’re not alone. In a recent survey of 1500+ marketing leaders, customer engagement platform Braze found that three of the top four challenges that marketers face related to customer engagement revolve around data: Collecting, integrating, and managing data (32% of respondents listed this as a concern) Applying data to business decisions (31%) Enabling cross-team access to relevant data in a timely and productive fashion (30%) And while the ability t ..read more

Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping This introduction will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges. These sessions will be structured around the importance of the customer journey and the first three steps of our proven step-by-step methodology for creating effective journey maps:  Step 1 ..read more

Every year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the list) and which older posts (like #8 and #2) remain as enduring resources for those in the customer experience field. I hope you enjoy this year’s round up. #10: The Trade-offs Between Quant & Qual Customer Research »» Learn how to apply both types of methods to get a more complete picture of your customer experience.  The Trade-offs Between Quant & Qual Customer Research   ..read more

Recently, I was emailing with an online retailer about an item I wanted to return, and the message in their email footer struck me: “Please be kind to our team — it’s important for us to have real humans on our support and not bots. I promise all we want is to make you as happy as possible.”  Sigh… It really bums me out that we’re living through a time when this type of plea is necessary.  At the same time, I get it. Our proverbial buckets are at capacity, and we’re collectively exhausted. So, it’s understandable that we all, from time to time, revert to quick distinctions and deline ..read more

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts, emotions, perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them. But here’s what innovative organizations understand: Customer experience is the superhighway to business success. So how exactly do you get from smooshy feelings to cold hard cash? Quite quickly, as it turns out. Your customers’ thoughts, emotions, and perceptions drive specific behaviors —  ..read more

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Top ten winners in the large company category include: Peloton and Zoom, two companies known for their customer obsession (which, as a customer, I can personally attest to myself); Marketing software companies Adobe and Hubspot (which have both positioned themselves at providing customer experience solutions); and Medallia, a customer experience and employee experience feedback ..read more

Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all current and aspiring CX practitioners, we’re offering a $100 discount on every seat for our upcoming October / November two-part open-enrollment virtual journey mapping bootcamp. Just use code CXDAY21 at checkout. This discount is valid through midnight PT on Friday, October 8 (or until the bootcamp sells out). Hard-hitting, ACTIONABLE content. Sessions that fit into your business day. Curious about how to make a CX business case for journey mappi ..read more

Earlier this week I posted about a study commissioned by the CRM platform Insightly, which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions. While the consumers and business decision makers in this study were clearly aligned on their feelings about the issue resolution process, they didn’t see eye to eye on another key issue: companies’ awareness of customers’ experiences. Seventy-three percent of the business decision makers in this study reported being “very aware” of customer’s happiness levels with their co ..read more