Customer Experience Excellence Best Practices
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Customer Service Experience Innovation - Your Big Opportunity

Customer Service Experience Innovation - Your Big Opportunity | Customer Experience Excellence Best Practices | Scoop.it

Having just completed an innovation session last week where The Brainzooming Group was leading a client in addressing its customer service experience innovation, this Brainzooming guest blog post from Woody Bendle was top of mind for me. Woody shares a robust approach to pursue if you are trying to address any opportunity to differentiate your organization relative to the customer experience you deliver.


Via Peter Verschuere, Rowan Norrie
Rosetta Carrington Lue's insight:

Customer service innovation is understanding your customer's needs, wants, and expectation and being able to meet/exceed those objectives.

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Rowan Norrie's curator insight, July 8, 2013 5:30 AM

As with any innovation project, customer service innovation is first of all about thoroughly understanding your customer's needs, wants and expectations.

Customer Experience Excellence Best Practices
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The difference between a journey map and a service blueprint

The difference between a journey map and a service blueprint | Customer Experience Excellence Best Practices | Scoop.it
Everything that happens in our lives is a type of journey. It might be a journey that spans a few minutes, a few years, or an entire lifetime. It could be going to college, the birth of your first…

Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, February 14, 3:45 PM
Do you know the difference between a journey map and a service blueprint? See this article for a excellent discussion of the two and their value to the firm.
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Launching the 1st data-driven VA Enterprise Contact Center Operation Hub

Launching the 1st data-driven VA Enterprise Contact Center Operation Hub | Customer Experience Excellence Best Practices | Scoop.it
In October of 2016, the VA kicked-off a new and aggressive activity aimed at making rapid, meaningful progress in support of several of the myVA Breakthrough Priorities: the Enterprise Contact Center…
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The future of White House fellowship programs

The future of White House fellowship programs | Customer Experience Excellence Best Practices | Scoop.it
Bernard Kluger, deputy performance improvement officer at the Office of Personnel Management, discussed the unique leadership culture created by White House fellowship programs.
Rosetta Carrington Lue's insight:
As a Senior Leader are you interested in solving national federal challenges? Become a White House Presidential Executive Fellow.
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How to Record Voice Narration for Your PowerPoint 2016 Presentation - dummies

How to Record Voice Narration for Your PowerPoint 2016 Presentation - dummies | Customer Experience Excellence Best Practices | Scoop.it

AA voice narration in a PowerPoint 2016 presentation is sophisticated indeed. A self-playing, kiosk-style presentation can be accompanied by a human voice such that the narrator gives the presentation without actually being there.

To narrate a presentation, a working microphone must be attached or built in to your computer. You record the narration for slides one slide at a time or all at one time, and the recording is stored in the PowerPoint file, not in a separate audio file.

The best way to record voice narrations is to do it on a slide-by-slide basis. You can record across several slides, but getting your voice narration and slides to be in sync with one another can be a lot of trouble....


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Jeff Domansky's curator insight, November 15, 2016 10:15 PM

Here's a very useful tip for recording voice narrations that will help your PowerPoint presentations come alive.

Jeff Domansky's curator insight, November 18, 2016 1:09 AM

Here's a very useful tip for recording voice narrations that will help your PowerPoint presentations come alive.

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5 ways to lead in an era of constant change

5 ways to lead in an era of constant change | Customer Experience Excellence Best Practices | Scoop.it
Who says change needs to be hard? Organizational change expert Jim Hemerling thinks adapting your business in today's constantly-evolving world can be invigorating instead of exhausting. He outlines five imperatives, centered around putting people first, for turning company reorganization into an empowering, energizing task for all.
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3 Tools for Improving the Customer Experience in Government

3 Tools for Improving the Customer Experience in Government | Customer Experience Excellence Best Practices | Scoop.it
America's most successful companies have learned a lot about keeping their customers happy. The public sector can join that revolution.
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What is the Citizen Experience in the 21st Century?

Here’s an exploration into how governments are revamping the digital citizen experience for the 21st century.
Rosetta Carrington Lue's insight:
Citizens demand a superior customer experience from their governments, and expect them to utilize and embrace the latest technology – just like what they would expect from major corporations.
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39 Easy Website Improvements to Create a Better User Experience

39 Easy Website Improvements to Create a Better User Experience | Customer Experience Excellence Best Practices | Scoop.it
Looking for ways to boost your website performance? Here are 39 tips which you can implement today.
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5 Project-Planning Tips to Help You Meet Your Goals

5 Project-Planning Tips to Help You Meet Your Goals | Customer Experience Excellence Best Practices | Scoop.it
Your first step: Have you even defined what a "project" is?
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Mohd Nafees's curator insight, October 23, 2016 2:20 PM
business project management
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Drawing The Line At Abusive Customer Behaviour

Drawing The Line At Abusive Customer Behaviour | Customer Experience Excellence Best Practices | Scoop.it
Customer service professionals have to deal with angry or frustrated customers at one time or the other throughout their careers. It is expected that the service rep (or employee) is able to manage the customer's emotions and also resolve the issue causing the frustration or anger, while enduring any inappropriate behaviour such customers may exhibit towards them. Most of…
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When To Use An Empathy Map

When To Use An Empathy Map | Customer Experience Excellence Best Practices | Scoop.it

At a first glance, an empathy map is very similar to creating customer personas. But they really just overlap on some aspects. An empathy map goes beyond the interests, skills, or lifestyle of your customers, and into what they see, feel and think - allowing you to gain a deeper understanding of what it’s like to be them.

It allows you to empathize with the user or customer, hence the name. And you can use it to empathize with your ideal customer, or with the various segments of your audience. It all depends on the scope.

 

So here’s a few of the most important situations where using the empathy map will help you reach your goals:

1. Business Model Design2. Product Development3. Customer Profiles4. Staff Training5. UI And UX Sessions6. Online Marketing And Sales Campaigns7. Understand User Behavior8. Innovating Products And Services Through Extreme User PersonasLia Boangiu
 

 


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UX Design & Digital Storytelling: Why Story Is Central to User Experience

UX Design & Digital Storytelling: Why Story Is Central to User Experience | Customer Experience Excellence Best Practices | Scoop.it
What does UX design have to do with digital storytelling? More than you would think. Learn why reframing your UX thinking around story is valuable.

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When To Use An Empathy Map

When To Use An Empathy Map | Customer Experience Excellence Best Practices | Scoop.it

At a first glance, an empathy map is very similar to creating customer personas. But they really just overlap on some aspects. An empathy map goes beyond the interests, skills, or lifestyle of your customers, and into what they see, feel and think - allowing you to gain a deeper understanding of what it’s like to be them.

It allows you to empathize with the user or customer, hence the name. And you can use it to empathize with your ideal customer, or with the various segments of your audience. It all depends on the scope.

 

So here’s a few of the most important situations where using the empathy map will help you reach your goals:

1. Business Model Design2. Product Development3. Customer Profiles4. Staff Training5. UI And UX Sessions6. Online Marketing And Sales Campaigns7. Understand User Behavior8. Innovating Products And Services Through Extreme User PersonasLia Boangiu
 

 


Via Edwin Rutsch
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Top 10 customer experience predictions for 2017

Top 10 customer experience predictions for 2017 | Customer Experience Excellence Best Practices | Scoop.it
Luke Williams, Head of CX at Qualtrics outlines 10 CX trends for the coming year

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Colin Taylor TRG's curator insight, February 15, 9:20 PM

Some great points for #CX trends to watch in 2017 #custserv

 

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The Difference Between CX and UX - Pomegranate

The Difference Between CX and UX - Pomegranate | Customer Experience Excellence Best Practices | Scoop.it
See why the differences between CX and UX are worth exploring.

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How to Start your Presentation/Story

How to Start your Presentation or Story...

 

Some recommend to tell the 'agenda' of the presentation right away. That might work is some specific situations (urgency)… 

 

But there's a better and much more effective way to start your story....


Via Jeff Domansky
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Comunipedia 3.0 's curator insight, November 16, 2016 2:44 AM
If you have to do a presentation, specially to children, you have to presentate it in a funny and magnetic way. 
Ines Bieler's curator insight, November 16, 2016 5:29 AM

Here's a very simple set of tips on how to start your presentation or story effectively. Recommended viewing. 9/10.

John Mark's comment, November 17, 2016 9:17 AM
https://printertechnicalsupportphone.wordpress.com/2016/11/17/how-to-solve-hp-printer-problems/
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8 Pitfalls of Digital Transformation - Smart Insights Digital Marketing Advice

8 Pitfalls of Digital Transformation - Smart Insights Digital Marketing Advice | Customer Experience Excellence Best Practices | Scoop.it
Avoid these mistakes to prevent digital transformation failure There's no doubt that Digital Transformation initiatives have been a major trend in 2016 whi. Marketing topic(s):Manage Digital Transformation. Advice by Expert commentator.

Via Dan Roberts, INNOT, Marc Wachtfogel, Ph.D., Fred Zimny
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Dan Roberts's curator insight, October 19, 2016 6:26 AM
The mistakes to avoid to ensure digital transformation success
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If You Can’t Empathize with Your Employees, You’d Better Learn To

If You Can’t Empathize with Your Employees, You’d Better Learn To | Customer Experience Excellence Best Practices | Scoop.it
Empathy—the ability to read and understand other’s emotions, needs, and thoughts—is one of the core competencies of emotional intelligence and a critical leadership skill. It is what allows us to influence, inspire, and help people achieve their dreams and goals.

 

Empathy enables us to connect with others in a real and meaningful way, which in turn makes us happier—and more effective—at work.

Many people mistakenly believe that empathy—like other emotional intelligence competencies—is something you’re born with or not. But it’s not that simple.


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The Metrics you need to Improve the Citizen Experience

This post looks at the most widely used citizen experience metrics - Customer Satisfaction, Net Promoter Score, Visitor Intent, and Task Completion.
Rosetta Carrington Lue's insight:
Governments need ways to measure citizen experience and satisfaction so that common challenges with the digital experience can be identified and rectified – leading to better engagement and service.
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[Infographic] The Hierarchy of Needs: Citizen Experience in the Public Sector

This infographic helps organizations understand the hierarchy of citizen needs and the importance of measuring the citizen experience.
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Bringing Government Agency Contact Centers and the internet together for a seamless Customer…

Bringing Government Agency Contact Centers and the internet together for a seamless Customer… | Customer Experience Excellence Best Practices | Scoop.it
Taxpayers often turn to the government when they are overwhelmed and stressed out by personal circumstances. A fragmented experience across…
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Teaching Empathy Through Design Thinking

Teaching Empathy Through Design Thinking | Customer Experience Excellence Best Practices | Scoop.it
While empathy is the first step in the design thinking process, keep your students focused on this necessary element as they move through definition, ideation, prototyping

 

1. Empathize

Empathy is the first step in design thinking because it is a skill that allows us to understand and share the same feelings that others feel. Through empathy, we are able to put ourselves in other people's shoes and connect with how they might be feeling about their problem, circumstance, or situation. Some questions to consider:

What is the person feeling?What actions or words indicate this feeling?Can you identify their feelings through words?What words would you use to describe their feelings?

These are just some of the guided questions that students can reflect on to identify the problem and how others are feeling about it.

 

Rusul Alrubail


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Using Human-Centered Design (HCD) Approach to Improve Your Government Contact Center’s Experience

Using Human-Centered Design (HCD) Approach to Improve Your Government Contact Center’s Experience | Customer Experience Excellence Best Practices | Scoop.it
Every interaction the taxpayer has with the government is a touch point that shapes their impression on the quality of service received based on a positive or negative experience. The contact centers for government are an integrated platform that provides taxpayers and their family members with accurate information about services and information that can provide…
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Why NOW is the time to map your customer journey

Why NOW is the time to map your customer journey | Customer Experience Excellence Best Practices | Scoop.it

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Why We All Need Design Thinking

Why We All Need Design Thinking | Customer Experience Excellence Best Practices | Scoop.it
Rather than being a creative activity, problem-solving sessions for many businesses are nothing more than an exercise in analytics.
Via hwashan, Rosário Durão, Fred Zimny
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hwashan's curator insight, August 4, 2016 10:52 PM
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