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Humanity 101: 5 Essentials for getting customer experience right
Delivering exceptional customer experience isn’t about having the best products or services. It’s about making sure your customers have the experience they like to feel, while getting what they need.
Too often, marketing and customer service are more about statistics — Net Promoter Scores, number of “likes”, and survey points — and less about actual people. But it’s not enough to focus on tactical improvements; you need to have empathy for what’s important to your customers as fellow…..
Lessons from 'The Bob Job'
When Clare Muscutt invited me to be interviewed as part of the Women in CX podcast series, I immediately agreed – I was flattered and honoured to be included in a group of such interesting and talented women. And as for talking about CX, well I can keep going for hours.
But then reality set in. Not only did I need to source some higher spec tech equipment to meet Clare’s podcast expectations, but I also realised that my preparation for the podcast required some deep reflection.
STOP asking your employees if the want to come back to the office!
It’s day 4,658,456 of the COVID pandemic.
Not sure about you, but that’s the way I feel some days.
The flip side of it is that we’ve been doing a ton of great work helping people talk to their employees about what is going on and how to proceed. And, we’ve created a ton of tips around that — some of which I’ll share here today.
The role of Business Analysis in Experience Design
Business analysis is an important link in experience design. Unfortunately, many times it is also the weakest link. Probably because we have never considered it as a people-oriented process or function. Good business analysis is about ‘asking the right questions in the right way to the right people at the right time’.
You cannot change what you do not understand. Hence….
Less talk… More action!
As women in CX we need to spend more time delivering results, less time talking customer experience.
I get it. The above statement sounds paradoxical. As CX-ers we feel the need to get everyone onboard and to share our passion about Customer Experience. However, sometimes the more we talk about it, the less productive we are at achieving our intended outcomes.
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