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CX: Customer Experience
CX - creating great customer experiences (user experience design + customer service)
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The ultimate customer experience: infographic

The ultimate customer experience: infographic | CX: Customer Experience | Scoop.it
It’s no secret that delivering an excellent customer experience has a positive impact on conversion rates and revenue.
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5 Lessons For Using Open Innovation To Maximize The Wisdom Of The Crowd

5 Lessons For Using Open Innovation To Maximize The Wisdom Of The Crowd | CX: Customer Experience | Scoop.it
Whether you like it or not, competition today is fierce. And it’s only going to get fiercer. Where the old battleground was price and efficiency, the new one will be innovation and time to market.

 

"You have to create alongside your customers, because you can’t rely on a robust outcome of your in-house innovation process"

 

"...you invite your community into the innovation process. You listen, observe, engage, discuss, and ultimately create together. ... You suddenly have a deep talent pool and you get significantly more initial approaches."

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8 Ways to Offer Better Customer Service on Facebook

8 Ways to Offer Better Customer Service on Facebook | CX: Customer Experience | Scoop.it
Are you looking to boost your brand's likability on Facebook? Check out these eight tips for fool-proof customer outreach.
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The Partner Role In Improving Customer Experience (CX) | Forrester Blogs

"Many different types of firms have channel partners or others that control a significant part of the actual experience with customers."

 

"While companies may not have direct control over these partners, firms are waking up to the fact that there are ways to influence these organizations to provide a better customer experience. To ensure that partners enhance the customer experience (CX)"

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People Buy on Emotion, Justify with Logic & Make Decisions in Silence | Business 2 Community

People Buy on Emotion, Justify with Logic & Make Decisions in Silence | Business 2 Community | CX: Customer Experience | Scoop.it

In “Do You Truly Have a Sales Problem?” "People buy on emotion, justify with logic and make decisions in silence."


"... salespeople often rely way too much on the practical. Salespeople think if they just tell customers enough about their product then their customers will surely want to buy it. By focusing on the practical side, salespeople leave out the important emotional side. They must meet their customer’s emotional need as well, since a purchasing experience is almost always an emotional event."


Via Juan Miguel Poyatos
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Empowered

Empowered | CX: Customer Experience | Scoop.it

From Forrester: "Your relationship with customers is the only thing that enable you to survive that disruption (think of the movie industry as it continually embraces new formats). That's why we are christening this 'the Age of the Customer.'"

 

"... companies must be more than customer focused, they must be customer obsessed. This is not just jargon, it has a real meaning: "A customer obsessed company focuses its strategy, its energy, and its budget on processes that enhance knowledge of an engagement with customers, and prioritizes these over maintaining traditional competitive barriers."

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Experience Is The Next Frontier In Marketing - Fast Company

Experience Is The Next Frontier In Marketing - Fast Company | CX: Customer Experience | Scoop.it

As antithetical as it may seem in a hyper-digital word, experience--how we interact in the physical world--is the biggest buzzword in marketing today.

 

When I say "experience," what I mean is interactions with the physical world. Moving to pick up a hot mug of coffee, the smooth, hot ceramic in your hands, smiling--these concrete happenings are experience. They seem mundane to you, because they are so common ... but because of the way these experiences work on your brain, they can be immensely powerful.


What we have learned over the last two decades is that these everyday interactions with the physical world are a kind of source code for your brain.


Via Pauline de Robert
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To Offer Great Customer Service, Dare to Be Bad - Forbes

To Offer Great Customer Service, Dare to Be Bad - Forbes | CX: Customer Experience | Scoop.it

Your capital and energy are limited resources, so to afford to excel at the things that matter most, you have to under-invest somewhere else. Our advice is simply to underperform rationally, in the areas your customers value least.

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Cooking Up a Winning Customer Journey Map | Touchpoint Dashboard

Describes the ingredients to include in a customer journey map.

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The future of customer service and social media: [infographic]

The future of customer service and social media: [infographic] | CX: Customer Experience | Scoop.it

According to Zendesk's new infographic, 62% of customers are looking for more support through social media.

Compare that to research by MarketTools at the end of 2011 which shows only 23% of US companies provide customer service via Facebook and 12% provide support via Twitter.

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The Anatomy of an Experience Map - Adaptive Path

What's an experience map? It a "model on steroids ... that serves to illuminate the complete experience a person may have with a product or service."

 

An experience map needs to be easily understood; "it can be circulated across an organization and doesn't need to be explained." It also needs to be "a means to something actionable... and not an end in and of itself. A good experience map feels like a catalyst, not a conclusion."

 

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In Innovation Today, The Smartest Companies Collaborate With Enemies

In Innovation Today, The Smartest Companies Collaborate With Enemies | CX: Customer Experience | Scoop.it

"[T]he brands that will have the greatest impact on all our lives are those that see themselves not as citadels that need defending but as causes that need joining. The most important, most effective, most impactful brands are those that have put petty competition behind them and embraced collaboration as an operating principle--it is their core DNA. These brands are clear about their ambitions and are not shy about seeking out others who share those ambitions.

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Customer Experience Professionals Association

Customer Experience Professionals Association | CX: Customer Experience | Scoop.it

The Customer Experience Professionals Association website.

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Understanding Customer Experience

Understanding Customer Experience | CX: Customer Experience | Scoop.it

"To be really successful on a long-term basis, customer experience needs to be ... the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer."

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Your Customer Isn’t “Everyone” – Seven Innovation Thoughts Triggered by Peter Drucker « Innovation Leadership Network

Your Customer Isn’t “Everyone” – Seven Innovation Thoughts Triggered by Peter Drucker « Innovation Leadership Network | CX: Customer Experience | Scoop.it
Of all the management writers I’ve read, Peter Drucker probably generates more interesting quotes per page than anyone.

Via Carole Maurage, Katherine Stevens
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How Top Brands Pull Customers into Orbit

How Top Brands Pull Customers into Orbit | CX: Customer Experience | Scoop.it
The most successful companies in business today have something in common. This trait doesn't just make them better than the competition; it makes them fundamentally different.

 

Where traditional companies push out messages and products, these companies pull customers in. Instead of treating customers as passive targets, they treat them as active participants.

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5 Habits of Customer-Obsessed Companies

5 Habits of Customer-Obsessed Companies | CX: Customer Experience | Scoop.it
There's a reason ESPN, Google, and Zynga lead their industries. They're relentless about understanding their users. Here's how you can be too.

Via Marty Carroll
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UX Testing and Cultural Preferences | UX Magazine

UX Testing and Cultural Preferences | UX Magazine | CX: Customer Experience | Scoop.it

Global brands especially are noticing distinct differences in cultural preferences for the way content is presented between languages, and even within the same language group.

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4 Elements That Make A Good User Experience Into Something Great

4 Elements That Make A Good User Experience Into Something Great | CX: Customer Experience | Scoop.it

In the main, entries to this year’s Interaction Awards were good. The apps, the websites, the interfaces, and the games were slick and sleek. For the most part, they checked the design boxes we have all come to expect. However, the best interfaces leave tech behind and address larger systems of integration.

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