Nancy Porte
Intelligent Self-Service: Three Ways to Grow Consumer Comfort with Automated, Robotics-Driven Interactions
With Google at their fingertips and Alexa at their beck and call, today’s consumers are used to interacting with machines conversationally to get the answers they need without human assistance. Smart companies are taking advantage of this shift. According to Gartner, “By 2022, it will...
Putting the Back Office Front and Center in Your CX Program
Companies are often so focused on front-line touchpoints with customers that they ignore the impact an incorrect bill, a late order or claim can have on customer satisfaction. Here are some tips for making sure “backstage” employees are part of your CX program, too. CustomerThink...
Customer-Initiated Feedback: A New Window into the Customer Journey
In a world where customers are bombarded daily by digital information, sales pitches and surveys, CX professionals need new approaches for hearing the voice of the customer. Here’s one. The number one rule in customer experience (CX) is to meet your customers where they live....
How to Partner with HR for CX Success
The terrain between HR and CX can be rocky without a strong partnership. Here are some tips on how CX and HR teams can work together for everyone’s benefit. Let’s face it: Sometimes there can be tension between human resources (HR) and customer experience (CX)...
3 Ways to Strengthen Your CX Program With Online Communities
Never underestimate your customers' ability to support each other and your CX program. As companies and customer experience (CX) professionals evolve digitally, many have already taken the plunge into public social networks, such as Facebook, Twitter and LinkedIn. Having your own corporate-run customer community is...
How to Avoid Critical Survey Mistakes and Increase Response Rates in a Digital-First...
Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. Here are ...
A Day in the Life of an Executive Leading a “Customers for Life” Culture
In next-generation companies, senior execs put the voice of the customer in everything they do. How do you...
Setting Examples: How Senior Leadership Can Be Positive CX Role Models for the Workforce
Senior executives ‘walk the walk’ in firms that are truly customer-centric. How can you make it happen? Senior...
Customer Conferences: The Best Time of Year to Improve CX
Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. Customer...
How to Build Mid-Management Mindshare for Your CX Program
You’ve scored big with C-level buy-in and you’re starting to engage the frontlines. Here are three strategies for ensuring middle managers are ...
Employee Advocacy is Not Enough. 3 Strategies to Create Empowered “CX Catalysts”
No matter how “e” or electronic your company, your employees need to be prepared and motivated to deliver the right experiences. Operational...
Beyond Surveys: 5 Methods to Learn More About Your Customers
Surveys are great, but there’s still a lot to learn about your customers. Now is the time to boldly go where no one has gone...
A Tool For Positive Change: Five Tips for Building a Customer Journey Map
Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article, I discussed how to get the most from customer journey maps and how to make them work for your organization....
Still Just Upgrading Touchpoints? Create Future Journey Maps for Real Value
Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan. ...
3 Ways CX Can Make 2017 the Finest Year Yet for Your Brand
Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? ...
Cultural Change: 5 Ways to Empower Employees with Customer Insights
As CX practitioners we tend be a “glass half full” group, and such optimism usually serves us well. Even so, it’s important to ask tough questions, including “How can...
How to Design and Build a Great Survey: 10 Lessons Learned from Voice of...
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a...
5 Ways to Cultivate Leadership Support for Customer Experience
Executive boards and senior leadership teams represent a variety of personalities and management styles, but one thing they definitely have in common is this: they’re busy. A customer experience...
What To Do When the CEO Says “No” to Your CX Business Case
Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned practitioner or a relative newcomer, just beginning a new program,...
3 Ways to Bust Through a Customer Satisfaction Plateau
We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching ...