“Humans are obsessed with predicting the future – and we are absolutely horrible at it.”– Troy Powell, PhD Wouldn’t it be awesome if we had a crystal ball to look into the future and know what we need to do to be successful? Well, it’s not magic, but customer experience leaders do have some pretty… Read more »
It’s been said that the best gifts are those made especially for you. This bit of wisdom is excellent advice for today’s leaders of experience management. Customers are tired of being treated as one of a mass of consumers, and companies that treat all their customers the same are losing out to the those who have developed methods to make experiences more personal.
The most basic objective of any digital strategy is to create digital interactions that adjust and adapt to customer needs and intent in real time – they serve up the right content to the right customers at the right time on the right device to ensure they can effortlessly and effectively achieve their objectives.
It’s not just talk. Good communication is essential to executing a successful customer experience (CX) program. In fact, a comprehensive communications plan, developed well before your first survey is ever deployed, can propel your CX program from “just OK” to a level that enables you to motivate change, accelerate action, and achieve desired results.
Tracking your time helps set benchmarks and determine personal bests but does little to win a race without knowing the times of everyone else. The same is true when it comes to customer experience (CX).
The job of a customer experience (CX) professional can be described as mastering the art of “sensing” and “seizing.” The sensing part of the equation is the gathering of information to gain a deeper understanding of the customer. Among other things, sensing reveals customers’ concerns, their needs, and where opportunities and risks lie within the customer relationship.