To consistently meet or exceed customers’ expectations, firms must take a systematic approach to digital customer experience management. In conducting in-depth interviews with 16 business professionals, Forrester found that several of these companies had adopted some best practices for digital design.
“Every business is a service business in some sense these days,” says Mark Di Somma in a recent post on customer brand experience. For that reason, customers expect “customer service” as a pre-condition in their relationship with a company. It’s only the customer experience that brands deliver that makes the big difference.
Networking, hands-on workshops, inspiring presentations and creative stimulation. Events and conferences offer a wealth of opportunities for professional development. We’ve put together a hand-picked selection from the second half of 2014 which we hope aligns well with the interests of you, our readers.
By now, many organizations understand the relevance of a customer focus and try to incorporate customer thinking in their strategy. However, confining a customer experience strategy to only customer services and customer journeys only is missing a trick. While they are both important, a larger opportunity exists by moving into customer-centric services and experiences.
Similar to operational, financial or strategic excellence, customer experience (CX) excellence is an organizational competence, capability or capacity. In the 21st century, organizations with a high degree of CX excellence are more successful than others. They focus not only on the needs, expectations and dreams of customers, they also tend to have high levels of employee engagement. The level of CX excellence can be determined for all kinds of organizations, both profit and not-for-profit. While CX excellence for commercial organizations may result in increased profit, growth and shareholder value, for government agencies it reduces costs, increases trust or builds on renewed connections with citizens. But what are the principles guiding organizations to CX excellence?
Engaged employees are a great asset for companies, especially in relation to delivering great customer experience (CX). In a webinar (2012), customer experience transformist Bruce Temkin (of the Temkin Group) and chair of the Customer Experience Professionals Association (CXPA.org) explains how companies with superior customer experiences and loyal customers deal with the engagement of their employees.
Identification, Differentiation, Interaction and Customization are all key activities to better create and manage customer relationships. It’s the last two, however, that significantly impact customer experience. What do they entail? A recent post at 1to1media.com explored them in more detail.
Organizational barriers too often stand in the way of achieving excellent customer experience. Overcoming these barriers requires a new approach: Discovering the many facets which influence CX and understanding the timeframes in which they play a role. A model to visualize these facets – and support their orchestration – is needed.
At the end of every year, analysts, thinkers and watchers provide their view on where we stand and what’s ahead of us in the coming year. These crystal ball readers predict our future with lots of statistical materials, like diagrams, charts and other nifty visualizations. Applied to various domains such as the internet, mobile or (social) media, they all agree on one thing: Digital disruption of society is getting stronger and stronger. So, what’s their predictions for 2014?
On 26 September, the Emerce eHealth conference took place in Amsterdam. Our own William van der Moolen attended, as part of his focus on the patient experience as it relates to healthcare. Here wrote a trip report capturing his thoughts and notes from the presentations that day.
Recently, Adaptive Path hosted their first Service Experience (SX) conference in San Francisco. The event brought together speakers and attendees from companies, agencies, and public sector organizations. Sketchnotes and some presentations are now available online.
Designing and delivering customer-focused services relies on a deep understanding of the customers themselves. Personas are one technique to reach this goal, but tell only one side of the story. Experience maps — on the other hand — put the journey and experience of customers in the context of the service.
Customer experience is a differentiator that allows companies to compete and succeed on something other than price, and its value is well-established. What are the unique messages that marketeers should take to heart to address CX? This Econsultancy interview has some advice.
On 23 November 2012, I visited the MEDlove summit in Berlin, a conference for UX, service design and health experiences. Ten international speakers highlighted dilemmas and opportunities to improve healthcare using principles from UX and service design. I learned to let doctors do the doctoring, to think in terms of ecosystem to improve social experience and that health may be a wicked problem, but there are many opportunities to improve things that really means something to persons involved.
Customer experience is hotly debated in the boardrooms of many organizations, whether profit or non-profit. While everybody agrees that CX is important, the questions are how to improve it and where to start. Many organizations struggle to orchestrate initiatives, projects and programs focusing on customers, employees, and the brand. CX professional Bruce Temkin has come to the rescue with 50 simple tips to follow.