Customer experience management software has its own CX problem
Customer experience management software keeps getting bought and merged. What consolidation does to buyers and respondents, and how to protect your program.
Tag
customer-experience
10 posts. All topics.
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Customers are grown, not captured
Customer experience is grown, not captured. Why this blog is called what it is, what cultivation means on a Monday morning, and what you will find here.
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Are you standardizing your customer experience out of business?
Standardization in customer experience scales quality and hides the customer in front of you. A core-and-edge rule for deciding which steps stay identical.
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Customer decision process: the new way buyers evaluate purchases
The customer decision process now runs before the first call, on reviews, peers and communities. How to map it, feed it, and start the sale in the middle.
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Customer personas vs situations: designing for the many sides of me
Customer personas flatten a person into a type; the same person needs different things on Tuesday morning and Saturday night. How to rewrite them as situations.
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Customer retention during an acquisition: will you be fired?
Customer retention during a merger or acquisition fails because everything a customer relied on changes at once. A 30-day plan for the company and the CX lead.
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Health insurance customer experience: joining the consumer ranks
Health insurance customer experience now decides whether members stay, as people choose plans and ratings publish how membership feels. What to fix first.
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Serving up a nourishing meal
Customer recognition, seen from a restaurant table: menus are for strangers, regulars want to be known, and scale quietly removes the difference. A field note.
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Tennis and the art of effective customer experience
Customer experience fundamentals from a tennis court: footwork before winners, fewer unforced errors, reading the other side of the net, a resetting scoreboard.
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When is your customer not your own? Listening to indirect customers
Indirect customers buy through marketplaces, resellers and franchisees that hold the checkout and the complaint. Four ways to listen, and a partner checklist.
