What is customer experience? According to Wikipedia, it’s this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is […]
It's the time of year we do our best to be grateful. In the United States, we typically do this in part with a turkey dinner and family time in honor of Thanksgiving. But how can we make … Continue Reading…
1. Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution. Suzanne Pellican, a Design Fellow at … Continue Reading…
It's not every day you solve a $50,000 problem. That's what the customer service manager had just done. It was a billing issue that fooled the company's CRM system into thinking a customer's … Continue Reading…
All of our customers are users... That may be true, but is there another way to look at the experience? Our Chief Customer Experience Investigator™ Jeannie Walters was part of a panel discussion with … Continue Reading…
CXI® Customer Experience Investigation™
86% of buyers will pay more for a better customer experience.
But only 1% of customers feel that organizations consistently meet, or exceed, their expectations.
Your organization could beat the odds with a customer experience consulting firm that deploys a unique approach: Customer Experience Investigation® to evaluate the current reality of your business’s customer journey. Strategies are then developed to give you a competitive advantage. Our customer experience consulting methodologies emphasize a results driven and customer centric culture.
Workshops • Training • Speaking • Customer Journey Mapping • Touchpoint Analysis • More…
Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. According to Wikipedia, the definition of a touchpoint is: Touchpoint (also touch point, contact point, point of contact) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions. Yes and no, Wikipedia. Customer touchpoints in […]
Humans like things that make sense. Math. Logic. GPS Directions. Customer journeys are often represented in the same way. The sales funnel is so simple, in theory. We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! They exit into a converting customer. Bravo! But customer experience […]