3 Tips to Increase the Level of your Customer Service Experience

3 Tips to Increase the Level of your Customer Service Experience

National Customer Service Week is upon us. It serves as a reminder of the importance of appreciating those employees that deliver your brand experience directly to your customers, and how important it is to invest in them. With this in mind, during the ramp up to Customer Service Week, we have been particularly focused on evaluating the in-store customer service experience.

How to Close the Confidence Gap for Women in the Workplace

How to Close the Confidence Gap for Women in the Workplace

The Confidence Gap is being highlighted more and more as a reason as to why women may not be achieving all that they can in the workplace. Multiple studies have indicated that many women want leadership roles, but something is holding them back. That something has been shown to be confidence.

So You Measure Your Customers... But, How do Your Customers Measure You?

So You Measure Your Customers... But, How do Your Customers Measure You?

A quick search online will bring back numerous posts, articles, companies, tools and other content centered on measuring your customer experience. In the last year, the topic of measuring experience has been top of mind for many organizations looking to better understand and improve their customer experience.

Throughout the customer’s journey with you, there are multiple touch points and interactions with your brand: all of these provide data that you can capture. While data is incredibly valuable, this access to data has led to a complex landscape, which can be overwhelming and confusing.

The Best and Worst Management Traits for Employee Engagement and Organizational Agility

The Best and Worst Management Traits for Employee Engagement and Organizational Agility

Managers play an incredibly important role in the lives of employees at work, in how much the employee feels positively about their workplace, and, in how effectively a business culture of agility can be realized. While Management is not the only factor, Gallup found that as much as 70% of the variance in the employee engagement of teams can be traced back to the influence of the manager - through the manager’s engagement, behaviors as observed by team members, and the natural wiring of managers.

3 Customer Experience (CX) Learnings... From a Chef

3 Customer Experience (CX) Learnings... From a Chef

When it comes to experience design, I love learning from other industries. Since achieving an emotional connection with humans is really the very core of experience, the learnings, applications and methodology of experience design can be easily translated between a variety of industries.

I was eating out last weekend and after a great conversation with the Chef

3 Essential Questions When Creating Your Customer Support Experience

3 Essential Questions When Creating Your Customer Support Experience

The support experience, customer service, and customer care, play an incredibly important role in a Customer’s Experience of a brand. How a brand shows up when things go wrong weighs heavily on the Customer’s perception of the brand as a whole. In fact, for some people...customer support is a deal breaker.

Moving Beyond the Buzzword to a Culture of Customer Experience

Moving Beyond the Buzzword to a Culture of Customer Experience

vWith 2016 dubbed the year of the Customer by many, companies are fighting to make sure that they do all they can to become customer focused; even obsessed.  They have hired for various roles, ranging from Customer Success to Chief Happiness and more, they conduct journey mappings, create amazing designs…but the truth is, whether they know it or not, all of these are steps on a much larger, highly impactful journey. 

Employee Engagement isn’t Just Providing Tools and Tweets

Employee Engagement isn’t Just Providing Tools and Tweets

Engaged employees yield many benefits to businesses today - increased productivity, talent retention, and the enablement of better customer experiences being just a few. But, as Gallup’s State of the Global Workplace report illustrates, with 87% of employees not engaged or actively disengaged, building a culture of engagement is no easy feat. This is especially true in a world of 24/7 access, where 80% of organizations believe their employees are overwhelmed with information and activity at work.

Common Pitfalls and Considerations When Evaluating Experiences

Common Pitfalls and Considerations When Evaluating Experiences

With the ever-increasing popularity of focus on the Customer Experience, we are seeing a rise in the number of companies who are incorporating some form of experience evaluation for their concepts and prototypes during their creative process, in an effort to rapidly iterate and support better decision-making.

How do External Variables and Customer Service Affect Brand Experience?

How do External Variables and Customer Service Affect Brand Experience?

The airline and travel industries have been vocal about a renewed focus on the Customer, as more and more come to realize that creating an experience “means listening to [our] customers and genuinely seeking to make their experience great.”

The truth is that customers find meaning in an observed brand value, which is affected by the perception of their interactions with each different part of the brand.

An Arsenal for Battling Workplace Biases: Knowledge, Understanding, and Confidence

An Arsenal for Battling Workplace Biases: Knowledge, Understanding, and Confidence

Cracking up with laughter, I was recounting a story that had happened to me early in my career to a mentor of mine. The story really got me thinking about diversity, embracing differences and how, especially in some industries, there can be the issue of assumptions and biases hindering the amazingness...

Is Organizational Confidence a Competitive Advantage for You?

Is Organizational Confidence a Competitive Advantage for You?

Confidence is an interesting trait. You know when people have it, you know when people think they have it but are actually just arrogant or using various characteristics as a facade, and you know you would love to have it (unless, of course, you already do). In truth, confidence is incredibly powerful and incredibly important in the workplace...

How Understanding the Science of Emotions Can Make You Better at Customer Experience

How Understanding the Science of Emotions Can Make You Better at Customer Experience

Last year, Forrester found that emotion has a bigger impact on customer loyalty than both effectiveness and ease. As a result, they dubbed 2015 the year that companies should jump on the “emotional bandwagon” to differentiate their customer experience. Indeed, we have seen a flurry of online content...

6 Lessons in Customer Experience from One of London’s Oldest Department Stores

6 Lessons in Customer Experience from One of London’s Oldest Department Stores

I was recently watching a show that gave a behind the scenes look at one of London’s most iconic and oldest department stores, Liberty. Traditionally known as an emporium of exotic, global, one-of-a-kind wonders, the show gave an insight into the journey the store was undertaking in its transformation...

Do You Know How to Measure Your Customer Experience? And No, That Is Not Just a C-Sat Score.

Do You Know How to Measure Your Customer Experience? And No, That Is Not Just a C-Sat Score.

Experience has certainly been getting a lot of buzz over the last couple of years. Amongst just some of its proponents it has been attributed to leading to competitive advantage, customer loyalty and attraction.

And it looks like the domain is only set to grow in business focus: in 2016 we will see...

Customer Journey: Do’s, Don’ts and Client Insights

Customer Journey: Do’s, Don’ts and Client Insights

Customer Journey Mapping, while having been around for quite some time, has certainly seen an increase in interest in the past few years. There are many great articles and content on what they are and how to do them...

Are you Using all of your Customer Engagement Opportunities to Maximize your Wins?

Are you Using all of your Customer Engagement Opportunities to Maximize your Wins?

These days, customer engagement has been getting a lot of press. New roles and titles have been born and vast amounts of content has been published, all aimed at informing and encouraging a focused effort on engaging customers with businesses...

Can Your Team Truly Stand the Test of Time?

Can Your Team Truly Stand the Test of Time?

effectUX is growing, and as such recently I have been spending a lot of time looking for the right Experience Design minded individuals to join the team. Some of you may have read some of my posts around hiring for the skills needed in such a team, but as many of us ...

Are You, Your Teams or Leadership Treating Experience and Engagement as Buzzwords?

Are You, Your Teams or Leadership Treating Experience and Engagement as Buzzwords?

There is so much hype around Experience and Engagement today – Customer Experience, User Experience, Employee Experience, Customer Engagement…the list goes on. While seeing the focus on this is absolutely wonderful...

Does Your Marketing Strategy Enable Customers to Have an Experience?

Does Your Marketing Strategy Enable Customers to Have an Experience?

If you haven't been in hibernation over the last few years, you ought to be well aware of the incredible changes the world has undergone. How we work, operate, live and even think has been transformed by the power of a constantly connected mobile ...