{"id":58941,"date":"2012-02-28T16:00:00","date_gmt":"2012-02-29T00:00:00","guid":{"rendered":"http:\/\/customerthink.com\/the_abcs_of_cx\/"},"modified":"2019-08-05T20:58:06","modified_gmt":"2019-08-06T03:58:06","slug":"the-abcs-of-cx","status":"publish","type":"post","link":"https:\/\/customerthink.com\/the-abcs-of-cx\/","title":{"rendered":"The ABCs of CX"},"content":{"rendered":"\n\n\n\n
<\/a><\/td>\n<\/tr>\n
Wordle word cloud of the CX Journey blog<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Today I’m writing a fun, whimsical post that takes an A to Z look at customer experience. Let me know if I’ve missed any critical vocab on this topic. I’m happy to update.\n<\/p>\n

Pay attention<\/strong> to your customers and to their needs. Be available<\/strong>, accessible<\/strong>, and amazing<\/strong>. Create Apostles<\/strong> and Advocates.<\/strong> Analyze<\/strong> your data. And don’t forget acronyms<\/strong> (CX, CXO, VOC, CRM, CEM, etc.).<\/p>\n

Use bigdata<\/strong> to glean insights that will help you personalize experiences across channels. Best practices<\/strong> and benchmarking<\/strong> are two great concepts, as well.<\/p>\n

Culture<\/strong> and communication<\/strong> are key! So is consistency<\/strong>. And who better to drive the customer-centric<\/strong> culture<\/strong> and keep the customer<\/strong> at the center<\/strong> of the company’s<\/strong> decisions than a Chief Customer Officer (CCO)<\/strong>. In addition, a centralized<\/strong> team to oversee the VOC efforts is needed.<\/p>\n

Discover<\/strong>. Design<\/strong>. Do<\/strong>. Deliver<\/strong>. Delight<\/strong>. And do<\/strong> it again and again. Don’t forget to collect and compile various types of data<\/strong> (survey, behavioral, operational, etc.) to drive<\/strong> decisions<\/strong>. Display<\/strong> the data<\/strong> on dashboards<\/strong>.<\/p>\n

Excellent employees<\/strong>, empowerment<\/strong>, empathy<\/strong>, expectations<\/strong>, engagement<\/strong>, executives, EFM<\/strong> – o my!<\/p>\n

Customer feedback<\/strong> will drive customer experience design, but don’t forget about feedback<\/strong> from employees, partners, vendors, etc. Treat employees fairly<\/strong>. Consider financial<\/strong> implications of all decisions.<\/p>\n

Good<\/strong> is the enemy of great<\/strong>. Do great<\/strong> things and grow<\/strong> the business!<\/p>\n

Hire<\/strong> for attitude. Happy<\/strong> employees = happy<\/strong> customers.<\/p>\n

Consider what’s important<\/strong> to your customers when designing products, services, experiences. Ideate<\/strong> and innovate<\/strong> to stay ahead of the competition. Use feedback to improve<\/strong> your processes, products, and services. Remember that customer insights<\/strong> should drive your decisions.<\/p>\n

Journey<\/strong> maps are designed from the customer perspective and guide you through customer experience design. CX is a journey<\/strong>, not a destination.<\/p>\n

The customer is king<\/strong>! Know<\/strong> your customer. Use the Kano<\/strong> model to uncover customer needs for successful product\/service offerings.<\/p>\n

Consider the customer lifecycle<\/strong> when designing the customer experience. Leadership<\/strong> buy-in is important to the success of a VOC\/CX initiative. Leadership<\/strong> drives the culture and sets the tone in the organization. Thanks to Stan Phelps, the CX world was introduced to lagniappe<\/strong>, or that little unexpected gift. What’s it all for? Loyalty<\/strong>. Connect your customer feedback to employee feedback or to financial data to conduct a linkage<\/strong> analysis.<\/p>\n

Mystery<\/strong> shop your own stores to ensure moments<\/strong> of truth are being executed perfectly. Measure<\/strong> and monitor<\/strong> the appropriate metrics<\/strong> to ensure the customer experience is consistent and memorable<\/strong> across those moments<\/strong>.<\/p>\n

NPS<\/strong>, or Net Promoter System<\/strong>, is a commonly-used approach to tie advocacy to profitability, to segment customers, and to center organizational focus on customers.<\/p>\n

O<\/strong> boy. Let’s see. Where is your organization<\/strong> on its customer experience journey? How are you operationalizing<\/strong> your customer feedback?<\/p>\n

The brand promise<\/strong> sets the expectations about the experience. Great people<\/strong> are key to a great customer experience. Personalize<\/strong> experiences to the extent that you can. Journey mapping will help you define your touchpoints and your painpoints<\/strong>, especially among your processes<\/strong>. Resolve problems<\/strong> quickly and resolve them correctly the first time. And then there’s the big P – profitability<\/strong>.<\/p>\n

Ask the right questions<\/strong> of the right customers to get the right data to make the right decisions! Run queries<\/strong> to analyze your data. And don’t forget to ensure quality<\/strong>, in feedback, financial and operational data, and products and services.<\/p>\n

Remember to recruit<\/strong> for attitude, but also recognize<\/strong> and reward<\/strong> your people for doing remarkable<\/strong> things. Respond<\/strong> to customers in a timely manner and make service recovery<\/strong> swift and painless. Run reports<\/strong> to analyze your efforts and to determine ROI<\/strong>. Build relationships<\/strong> with your customers.<\/p>\n

Segment<\/strong> customers for a personalized service<\/strong> experience. Conduct surveys<\/strong> to gather feedback about the interactions your customers have with your organization. And don’t ignore social<\/strong> media – a great platform for customers to share<\/strong> feedback and for you to listen and then solve<\/strong> their problems.<\/p>\n

Training<\/strong> and re-training of your employees is important to delivering a great customer experience. Make sure they have the tools<\/strong> to do their jobs. Having the right technology<\/strong> that delivers the right insights to the right touchpoints<\/strong> facilitates them in their quest to service customers in a great way. Trust<\/strong> them to deliver exceptional service, and remember that trust<\/strong> is a two-way<\/strong> street.<\/p>\n

Undercover<\/strong> Boss is an awesome example of how you can keep an eye on your operations and learn how your employees are treating your customers. Use<\/strong> it in your organization.<\/p>\n

Have you created value<\/strong> for your customers today? If not, do you have a vision<\/strong> for creating that value<\/strong>? How are you using your customers’ (i.e., customers, partners, vendors, stakeholders, etc.) voices<\/strong> to drive your important business decisions? VOC<\/strong>, VOE<\/strong>, VOB<\/strong>, VOM<\/strong>, VOP<\/strong>, etc. What tools are you using to visualize<\/strong> your data?<\/p>\n

For positive word<\/strong> of mouth, create positive experiences. WOW<\/strong> = WOM<\/strong>!<\/p>\n

Hey, it’s all about the eXperience<\/strong>… your customers’ and your employees’!<\/p>\n

You<\/strong> know what you<\/strong> need to do! Get started!<\/p>\n<\/p>\n

Create a Zappos-like<\/strong> atmosphere by defining your values, culture, service approach, etc.<\/p>\n<\/div>\n
<\/div>\n","protected":false},"excerpt":{"rendered":"

Wordle word cloud of the CX Journey blog Today I’m writing a fun, whimsical post that takes an A to Z look at customer experience. Let me know if I’ve missed any critical vocab on this topic. I’m happy to update. Pay attention to your customers and to their needs. Be available, accessible, and amazing. […]<\/p>\n","protected":false},"author":6867,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,84],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/58941"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/6867"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=58941"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/58941\/revisions"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=58941"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=58941"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=58941"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}