Top 10: Customer Experience

Top 10 most viewed posts published in the past year, for this category.

The Difference Between Customer Service and the Customer Experience

Something serious has come to my attention: Some organizations still don’t know the difference between customer service and the customer experience for the contact center. Let’s start by saying, we know there’s a linguistic confusion, and we can go ahead and blame the English...

5 Ways Customer Journey Mapping Can Transform Your Business Right Now

Customer journey mapping is a technique that is growing in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT. Customer journey mapping helps you to visualize your customer’s experience from the customer’s...

How to Build a Customer Journey Map that Works

If you’ve searched for information about how to build a customer journey map, you’ve likely encountered a dizzying array of different approaches. Your search may have left you asking questions like: Why do journey maps all look so different from one another? Where should I…

Turning The Disney Way Into Your Way

Bill Capodagli has nearly three decades of management consulting and corporate research expertise. Bill co-authored the best-selling business book, The Disney Way, 3E: Harnessing the Management Secrets of Disney in Your Company, now in its 3rd edition. The first edition was cited by Fortune...

Are You Competing on Customer Experience to Keep Up, Get Ahead, or “Leave a...

Painting is self-discovery. Every good artist paints what he is. —Jackson Pollack Three years ago, MassMutual embarked on a journey to reconnect with its customers. This 165-year-old financial services firm realized that "you can't spray paint excitement" on largely...

4 Technology Trends Improving Customer Experience in 2016

Customer experience is the one area where a business can truly differentiate itself from competitors. We’re already seeing some exciting innovations in 2016 as businesses continue to realize the value exceptional customer experiences (CX) yield for their bottom line. With technology driving innovation, consumers...

10 Silos Impact Customer Experience

Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer -- or better yet, every employee. Things that don't make sense in the way business is done can almost always...

What is Customer Value and How Can You Create It?

Value has many different meanings. To some Value means price (what is the value of this car?) to others it means benefit (the value I got from this car). It also means the worth of something. That...

What Nordstrom Does Right With Trunk Club

My clothing shopping typically consists of visits to: The Thrift Store Target Forever 21 While there’s nothing wrong with these stores, as I venture deeper into my 30s, I begin to think that maybe I need to stop shopping in the discount Junior’s department. Stepping…

The Future of Customer Experience: 10 Predictions for 2016 and Beyond

It’s always interesting to hear predictions and trends for the coming year. For 2016, I’ve elected to share my views on the (fast approaching) future of customer experience through the lens of other experts as well. As usual, this list isn’t comprehensive. Given the speed...

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