CX Best Practices: Close the Loop
When you gather feedback from your customers and prospects, make sure you close the loop to show that they’ve been heard. An Unhappy Guest Tyler wasn’t happy. As the manager of a time-share resort,...
View ArticleCX Best Practices: Make Every Customer Feel Special Through Personalization
The best customer experiences make your customers feel special. Personalization is one of the best ways to achieve that goal without breaking the bank. A nice touch I belong to a great health club and...
View ArticleChanging the Game: Escalating Expectations in Customer Experience
Customer experience isn’t a goal, it’s an arms race. As each company in an industry improves the customer’s experience, each customer comes to expect that level of service. Competitors must match or...
View ArticleCX Best Practices: Delegate Service Response
When a service failure occurs, a speedy response can save the day. You must plan ahead and delegate service response to enable that speed. Part of your planning should include pushing responsibility...
View ArticleHandling Customer Criticism
Customer criticism is a fact of life, but it’s hard to take it gracefully. Nevertheless, customer criticism is a vitally important gift to any organization trying to grow and improve. Handling customer...
View ArticleCX Best Practices: Enable Instant Service Recovery
This week’s best practice: enable instant service recovery by delegating authority to address CX issues. The best customer experience organizations in the world have all the essential elements: a...
View ArticleHow to Create a Great Common Purpose
It’s impossible for your organization to create a great customer experience if your team isn’t aligned. Designing a clear common purpose gives you the most important tool for creating that alignment....
View ArticleYelp, Glassdoor, Amazon, and the Kobayashi Maru: The Peril of Online Reviews
At the beginning of Star Trek II: The Wrath of Khan, the starship Enterprise and it’s trusty crew receive a distress signal from the Kobayashi Maru, a transport stuck in the Neutral Zone. Going in and...
View ArticleDigital Customer Experience: What Does it Mean?
Customer experience is a pretty broad term, literally encapsulating every interaction that a human being has with your organization and brand. The term “digital customer experience” appeared with the...
View ArticleFirst, Do No (Customer Experience) Harm
First, Do No Harm I learn the most interesting things while writing this blog. For example, I believed that the phrase “First do no harm” was a part of the Hippocratic oath, the oath historically...
View ArticleDon’t Backtrack on the Relationship
Building strong relationships is both an important component of customer experience and a positive result for your business. But what happens if you backtrack on the relationship? It’s not good. Meet...
View ArticleEverything Speaks: Creating Experience Through Communication
Disney has a saying, “everything speaks.” While that’s literally true of the human beings who interact with your customers, it also means that every element of your organization communicates something...
View ArticleMoments of Truth: A Tale of Two Companies
When your company has an opportunity to either build or destroy a relationship with a customer, that’s a moment of truth. Moments of truth are everything; everything that your company does is in...
View ArticleHygiene factors and the creation of customer experience magic
Industrial psychologist Frederick Herzberg proposed that we’re both motivated and demotivated by different things that he called hygiene factors and motivation factors. How does that apply to customer...
View ArticleCustomer Experience Fundamentals: Understanding Needs and Wants
Delivering a great customer experience is all about meeting the needs and wants of your customer. But how do you know what your customers need and want? Every customer has needs and wants Every human...
View ArticleThe Importance of Price vs. CX: An Informal Survey
Customers will often choose to spend their money on the cheaper of two or more products or services, so it makes sense to lower prices in order to attract them away from competitors. However, lowering...
View ArticleThe First Ever Disney Institute Customer Experience Summit: My Field Report
I just returned from Disney’s first ever Customer Experience Summit, presented by the Disney Institute at Walt Disney World in Orlando. It was amazing, and demonstrated Disney’s complete mastery of...
View ArticleSize Matters: Theme Park Attractions and CX
Theme parks are aimed squarely at families, but when the rides can’t accommodate the different size and shape of each family member everybody loses out. A day at the park So yesterday my daughter and I...
View ArticleWho is the Customer in Customer Experience?
We talk a lot about customer experience, but do you know who your customer is? Just who is the customer in customer experience? The Angry CEO In the executive suite, the CEO was upset. “We’re falling...
View ArticleBe Easy to Talk to: Streamlining Telephone-Based Communication with Customers
Like many people, my father has a single service provider for TV, telephone, and Internet. About six months ago, the cable signal and phone line started to freeze up at random times, so he called...
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