A Humbling Lesson in Customer Experience

One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable. So, I spent a lot of time underneath the floors of corporations and hospitals and other buildings. Much of my days were spent with a headlamp, crawling through dark spaces, squeezing past utility pipes and …

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Gathering Frequent Employee Feedback

The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.” No one in your organization understands processes, products and customers more than your employees. Those closest to the work know it best. Annual employee surveys and exit …

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A Structured Approach to Customer Advocacy

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it. Whether you’re developing customer advocacy within a team, a department, or across the organization, you’ll need an ongoing approach to guide your efforts. In the following video from my LinkedIn Learning course, Customer Advocacy, you can learn about …

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Drive Innovation with Convenience Design

One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing effort is convenience design. Digital experiences aren’t always more convenient. A colleague recently moved with his family into a new home. He rented a large truck to help, and sent me this note: I was …

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Managing customer feedback in real time

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. This video explores what it takes to respond to feedback as it happens, the tactical aspect of managing customer feedback. Learn more about 5 steps to managing customer …

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Build a Brand Advocate Pyramid

Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your organization. As you think through the many possible alternatives for engaging with both passive and active advocates, I encourage you to develop what some refer to as a brand advocate pyramid. Begin with four levels …

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Want engaged employees? Create a supporting culture

In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve. I explain these seven key principles in this video from my LinkedIn Learning course “Customer Service: Motivating Your Team.” As …

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Customer Experience ROI: Risks of Inaction

One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks of doing nothing. My recommendation is to build a “toolkit” (repertoire) of methods you draw from. There are two categories of considerations: returns and risks. Five each, for a total of ten considerations. Let’s begin …

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Tell your customer’s story

In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience leaders wrap data in a compelling narrative. They bring it to life and stir others to action. Learn about several tools you can use to help tell customer stories in this video from my LinkedIn …

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The biggest barrier to improving customer experience

Whether you lead a team, department, division, or organization, customer experience leadership has never been more important. The challenges of finding and keeping the right employees and the uncertainties created by an evolving pandemic that has gone on far longer than most predicted—these issues are front and center for every leader. But the real concern for most runs deeper: delivering …

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