Exceptional customer experiences are one of the few brand differentiators that are still hard to imitate. To encourage and cultivate raving customers, you want to provide outstanding experiences that set your company apart and leave an indelible impression. Meeting expectations is tablestakes I’m not saying don’t meet expectations. But, that just the ante for playing [more…]
(From the book, Happy R.A.V.I.N.G. Customers!) Successful customer experience companies listen to their customers. They work to ingrain the voice of the customer throughout the organization. They know that, be it a complaint or suggestion, it is a wonderful customer indeed who invests their own time to improve your organization. You’ll want to grow your [more…]
It’s amazing how fast everything moves in this day and age. 2015 will be no different. In fact, it promises to be the most exhilarated year for customer experience. The same holds true for our customers. Customers are, quite literally, raising their expectations and pushing the bar higher daily. What was once considered WOW last [more…]
Exceptional Customer Service is at the Heart of Amazing Customer Experiences… Download the Free E-Book “Seven Strategic Goals for Exceptional Customer Service Workbook” by Carol Buehrens Often, I find myself explaining the difference between customer experience and customer service. (There is a difference. For example, customers might only need customer service due to a poor [more…]
What if you could create journeys for your customers that made them feel special at the beginning, middle and end, throughout their entire journey with your company? Wouldn’t your customers be raving about you? It seems that you would want to relentlessly pursue ideas to help your customers feel “special.” Interestingly, the average company spends a lot of [more…]
Can you imagine having only three minutes to create a high-level journey map? Or five minutes to define a touchpoint? Who would ever dream of creating a customer journey map, complete with persona, detailed touchpoints and emotional mapping, in less than an hour? Sound crazy? It is – crazy fun! Speed Mapping Set to a “Speed [more…]
You put together the very best Customer Experience Strategy ever invented. It’s so cool that it’s the envy of all — the best created in the world. Yet, for some reason, it isn’t working. No one is following it. It was printed and distributed, and then filed away, never to be seen again. You may [more…]
Your Customer Experience Strategic plan should deliver results. Download the Free E-Book “Six Essential Goals for Customer Experience Strategy” by Carol Buehrens But does it? Why make a Customer Experience Strategy Plan unless you can see it through. But, it’s no easy task to get everyone following your marching orders (and I know this from [more…]
I was recently invited to present a hands-on “Journey Mapping Workshop”, hosted by the Orange County User Experience group in January. It was fantastic! Over 40 UX professionals participated in creating journeys. A team works on innovating their customer’s journey during the Journey Mapping Workshop, presented by Carol Buehrens In the first exercise, they identified [more…]
Had a great time at the Total Customer Experience 2013 in San Diego, November 6-7. Amazing messages, great keynotes and presenters, lots of cool takeaways. I had the wonderful opportunity to present Customer Experience Journey Mapping to a very talented group of professionals. Here are some key takeaways: Your customers are having many experiences with your [more…]