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.
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.
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.
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
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.
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.
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.
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.
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.
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...
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...
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...
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...
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...