Customer Experience Mgt
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Customer Experience Mgt
All things to do with customer experience & Customer Experience Management
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Personas vs. Segments - what’s the story? - Jericho - Customer Experience

Personas vs. Segments - what’s the story? - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
For the uninitiated, customer segments and personas might appear to be the same, however personas might be seen as an evolution used for different purposes
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Who owns the customer? - Jericho - Customer Experience

Who owns the customer? - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
"Who owns the customer?" is a question that many businesses ask themselves, but more importantly, who does the customer feel that they are owned by?
Ian Williams's insight:
As a customer, which part of the organisation do you feel 'owned' by? ;)
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nps-isnt-really-about-recommendation

nps-isnt-really-about-recommendation | Customer Experience Mgt | Scoop.it

NPS isn't really about recommendation. The question asks whether the respondent is prepared to make a recommendation, but has a deeper psychological purpose

Ian Williams's insight:

NPS isn't really about recommendation...

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Customer Journey Mapping - an art or a science? Part 1

Customer Journey Mapping - an art or a science? Part 1 | Customer Experience Mgt | Scoop.it
Customer Journey Mapping is one of the most important practices within Customer Experience, however there are many different ways to do it
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Customer Retention - Let's start at the very beginning

Customer Retention - Let's start at the very beginning | Customer Experience Mgt | Scoop.it
Companies consider Customer Retention towards the end of their relationship with the customer, but should be thinking about it earlier on.
Ian Williams's insight:

...it's a very good place to start...

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Voice of the Customer. Great! But what is it? Jericho

Voice of the Customer is widely spoken about in the CX world however is the most mysterious and misunderstood of all of the CX measurements
Ian Williams's insight:

Voice of the Customer is used to describe so many different things...

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Doing the Opposite, Part 4: Unlimited Holidays   - Jericho - Customer Experience

Doing the Opposite, Part 4: Unlimited Holidays   - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
Now onto the topic of offering staff unlimited holiday… This isn’t just an idea. This concept came into the news about a month before this article was written, as Sir Richard Branson announced that he was allowing his personal staff to take unlimited holiday, which has thrown up a lot of debate within the press ever since. This idea is most definitely one for the ‘Doing the opposite’ debate. As
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Two Reasons Why Amazon Offers the Best Personalised Customer Experience

Two Reasons Why Amazon Offers the Best Personalised Customer Experience | Customer Experience Mgt | Scoop.it
Two Reasons Why Amazon Offers the Best Personalised Customer Experience, with Reference to BloomReach Research
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Business Culture and Cake Baking - Jericho - Customer Experience

Business Culture and Cake Baking - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
In business, culture can often be the hardest thing to fix. Strategies and tactics can be introduced, brands can be repositioned, structures and reporting lines can be changed, and leadership teams can be hired and fired. But culture is a whole different ball game. And for those companies that have been in business for a very long time, cultures can be embedded and ingrained to such an extent that they
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Doing the Opposite, Part 2: Stop Trying to Reduce the Numbers of Complaints - Jericho - Customer Experience

Doing the Opposite, Part 2: Stop Trying to Reduce the Numbers of Complaints - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
In the first blog of the ‘Doing the Opposite’ series we argued that call centres should consider not measuring ACDs. In part two we suggest that businesses shouldn’t be trying the reduce the numbers of complaints they receive… Complaints departments/ teams often see one of their key measures as being the number of complaints that they deal with; and they then try to reduce the number of complaints they get
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Strategy... now that’s the easy bit... - Jericho

Strategy... now that’s the easy bit... - Jericho | Customer Experience Mgt | Scoop.it
In the previous post I wrote about the nature of strategy and how many people misunderstand the difference between a strategy and a strategic plan. With that in mind, this article covers the next stages of the strategic planning process, namely … Continue reading →
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Forget Customer Experience... - Jericho

Forget Customer Experience... - Jericho | Customer Experience Mgt | Scoop.it
One of the biggest mistakes that leaders within any business can make is to assume that they are somehow better or more intelligent than the other people within the organisation. And we don’t just mean their peers, but anyone at … Continue reading →
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Service Recovery vs. 'Right First Time' - Which is better? - Jericho

Service Recovery vs. 'Right First Time' - Which is better? - Jericho | Customer Experience Mgt | Scoop.it
Instinctively you would assume that for businesses to get something “right 1st time” would be an ideal they should strive for. In fact, the Quality Management movement is based almost entirely around this principle. TQM (Total Quality Management) in the … Continue reading →
Ian Williams's insight:

Instinctively you would assume that for businesses to get something “right 1st time” would be an ideal they should strive for. In fact, the Quality Management movement is based almost entirely around this principle. TQM (Total Quality Management) in the...

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Firing customers - Are we looking at this right? - Jericho - Customer Experience

Firing customers - Are we looking at this right? - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
Firing customers seems like a sensible idea for businesses, but they also need to consider the reputational damage. Are we looking at this in the right way?
Ian Williams's insight:
Share your insight
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You’ve done journey mapping? So what? - Jericho - Customer Experience

You’ve done journey mapping? So what? - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
Journey Mapping has become all the rage, however there are a number of organisations doing it without truly understanding why
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Customer Journey Mapping - an art or a science? Part 2

Customer Journey Mapping - an art or a science? Part 2 | Customer Experience Mgt | Scoop.it
Customer Journey Mapping sits right at the very heart of Customer Experience Management, bringing chronology into the way the company thinks
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The customer is always right, but

The customer is always right, but | Customer Experience Mgt | Scoop.it
The customer is always right! The customer is king! Despite being scrutinised, these statement still stand, although today with qualification
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Functional vs. Emotional Customer Experience

Functional vs. Emotional Customer Experience | Customer Experience Mgt | Scoop.it
Functional vs. Emotional Customer Experience - both are important in terms of fulfilling customer expectations, but which is most important?
Ian Williams's insight:

Who's the Daddy?

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Customer Journey Mapping - The Right Steps

Customer Journey Mapping - The Right Steps | Customer Experience Mgt | Scoop.it
Some of the biggest brands in the world can make errors with their Customer Journey Mapping. Here we show you how to get it right.
Ian Williams's insight:

There is still some confusion, even with some of the world's leading brands, as to what Customer Journey Mapping is or isn't. This article looks to cut through the confusion.  

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Doing the Opposite, Part 3: Deliberately Making Mistakes... - Jericho - Customer Experience

Doing the Opposite, Part 3: Deliberately Making Mistakes... - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
The next two parts of the ‘Doing the Opposite’ series focus on the subjects of ‘deliberately making mistakes’ and ‘unlimited staff holidays’, the second of which we will come onto in the next blog. Both are quite controversial and require an element of ‘tongue in cheek’, however they do have some interesting principles that could be of genuine interest to contemporary business. Now just to get things straight – I’m not
Ian Williams's insight:

Should businesses consider deliberately making mistakes?

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Doing the Opposite, Part 1: Stop Measuring ACDs - Jericho - Customer Experience

Doing the Opposite, Part 1: Stop Measuring ACDs - Jericho - Customer Experience | Customer Experience Mgt | Scoop.it
Conventional thinking is there for a reason. Convention isn’t always wrong. Sometimes ‘tried and tested’ is the right way to go. Yet history tells us that convention can be dangerous too. Much of the basis of modern logic is built around the principles of disproving convention through thesis and antithesis. As it turns out, the moon isn’t made of cheese and the earth isn’t flat. Who would have thought? Yet
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Your People Are Customer Centric, Your Business Is Not

Your People Are Customer Centric, Your Business Is Not | Customer Experience Mgt | Scoop.it
One of the common things that comes up in conversations I have with board members and business leaders is how they wish their people could be more customer centric.
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Research vs. Diagnostic - which is best? - Jericho

Research vs. Diagnostic - which is best? - Jericho | Customer Experience Mgt | Scoop.it
Research and diagnostics are both ways of understanding the current state of the customer's experience, but which is best?
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So, what is strategy? - Jericho

So, what is strategy? - Jericho | Customer Experience Mgt | Scoop.it
Often the words "strategy" and "plan" can be used interchangeably, but should they really be?
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NPS - Understanding the Traps! - Jericho

NPS - Understanding the Traps! - Jericho | Customer Experience Mgt | Scoop.it
NPS (Net Promoter Score) isn’t really a new technique within the research industry, however many businesses are still only finding out about it. In fact, NPS has been around for 10 years, having first been spoken about in a Harvard … Continue reading →
Ian Williams's insight:

NPS (Net Promoter Score) isn’t really a new technique within the research industry, however many businesses are still only finding out about it. In fact, NPS has been around for 10 years, having first been spoken about in a Harvard...

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