Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is. And innovation is one […]
So you’d like to plan a customer co-creation session… That’s great news! A lot of magic will happen when you get your customers together to share their best ideas. (If you’re not sure this is for you, consider the outstanding benefits and approach discussed last week in part 1 of this series.) But assuming you’ve figured out how […]
Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers. After all, an honest complaint is a great opportunity to improve the experience, so we should see each […]
Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […]
Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure. The secret may be that they have a sunny outlook on life that comes from living […]
Asking customers for feedback is generally easy, but asking questions that spark action is not. And every customer’s journey is different, so why ask every customer the same old questions? Neat piles of similar responses look pretty in reports, but there’s only so much action you can take from there. When you tailor your questions for […]
It’s difficult for anyone to truly get the experience their customers have.