Despite all the hardship, trauma, and loss endured by the global community the past few months, I can’t help but feel a sense of awe at times. I truly believe this is the greatest period of innovation I have experienced in my lifetime. Read more
CX Program Strategy
Customer Experience Program Strategy
Implementing a cohesive customer experience program strategy boosts customer loyalty and ROI, because putting the customer at the core of your business creates immense opportunity for growth and development.
Learn directly from industry pros how to execute an effective CX strategy, with the necessary accountability and governance in place to make customer-focused changes. These helpful skills, tools, tips, and resources are key to planning a customer-centric transformation that takes customer engagement to the next level.
At that time, when I first wrote Customer Journey Maps – the Top 10 Requirements, I didn’t know the post would be viewed hundreds of thousands of times, and reposted around the world. But I did know that customer experience as a discipline – given its proven ability to boost customer loyalty and company results – was here to stay.
I enjoyed revisiting and updating the post back in 2015, but in the intervening years, the world has changed, the CX industry has evolved, research methodology has gotten more nimble, and technology has advanced. (And yet, somehow, none of us has aged a day – it’s uncanny!)
So it’s time once again to refresh the content. I am proud that the underlying philosophy and framework remains solid and consistent, but I’ve tweaked some terminology, techniques, guidelines, and examples.
In short, it’s an oldie, but a goodie, and I hope that regardless of whether you’re rereading it or encountering it for the first time, you will come away with something new and helpful. Read more
Here’s a story I’ve seen played out multiple times:
An executive believes in the power of customer experience (CX). Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. For whatever reason, the executive saw the light, and wanted a CX program of their own. They hire someone to run it and tell them, “Just drive change. I’ll take care of making sure the other executives are on board.” Their employees implement surveys and work to engage the business, confident they’re making a difference. They present their survey results to whoever will listen, and lobby other silos to improve the experience in order to improve survey results. All is good.
Then that executive leaves. Sometimes by choice, sometimes not. Read more
We’ve been in customer experience quite a while now. To paraphrase Liam Neeson – we have a very particular set of skills, skills we have acquired over very long careers. And we’d like to use what we know to help you help your customers when so much is out of your control.
Below are five tips we think CX pros will need to get through…well, whatever this is. Let’s call it “the other CX,” the coronavirus experience.
Some will apply to you, some won’t, because we’re all impacted by this crisis, but not in the same ways.
So treat it like toilet paper and hand sanitizer: take only what you need and share the rest! Read more
The jolt that nations, and communities, all over the world have experienced in the past few weeks due to the relentless spread of COVID-19 is enough to induce whiplash. While the situation is extremely fluid, all signs point to it getting a lot worse in the U.S. before it gets better.
I’m not going to presume to address what this means for the people, and their loved ones, who are directly impacted, and suffering or even dying as a result of contracting this virus. I am devastated for my fellow human beings all over the world and here at home.
But medicine isn’t my area of expertise and I can’t alleviate that suffering, beyond, of course, taking the recommended precautions to prevent further spread of this pandemic.
I just finished a monster road trip, shadowing two of our clients who have more mature CX programs for two days each, as part of Heart of the Customer’s massive undertaking to capture the current state of CX as a discipline. This came on the heels of over a dozen interviews with less mature CX programs. There were a ton of revelations, but I want to share a few learnings that stand out. Read more
I remember the joy of getting a new Lego set as a kid, and I see the same joy in my kids now, when they do. It’s hard to contain the temptation to rip the box open, dump the pieces out, and start building. Inevitably, I’d end up with something that kinda sorta looked like what was on the cover of the box, and always, a few ‘extra’ pieces left over.
The same temptation exists with new CX toys.
You get a voice of the customer (VoC) platform like Qualtrics and pump out a survey, because you can and it’s so easy! You buy a state-of-the-art journey orchestration engine (think Usermind), build a journey, and get creative with some actions! In both cases, more likely than not, you end up with something a little ugly and not very useful. Read more
A while back, I posted here on Forrester’s prediction that 1 in 4 CX pros will lose their jobs this year. When CustomerThink reposted my thoughts on this, it generated a great conversation, with Sampson Lee, Shep Hyken, Lynn Hunsaker, Harley Manning, Bob Thompson, and others weighing in in the comments section.
SEATTLE, Jan. 22, 2020 /PRNewswire/ — Heart of the Customer (HoC), one of the nation’s leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), today announced a strategic partnership that will revolutionize how businesses map, orchestratNe, and optimize their customer journeys.
The demand for ROI on experience-focused initiatives is higher than ever before, and Forrester predicts one in four customer experience (CX) professionals will lose their jobs in 2020 because they’re unable to show a positive business impact for their programs. Improving the CX is board-level priority in every business sector, but executives want to see results, and are looking for new strategies and technologies to achieve their goals. This innovative partnership will get it done.
Today we feature an article by Rob Jensen who writes about the benefits of customer advisory boards and how they are a way to improve executive engagement. Read more
- An Open Letter to My Friends in ITNovember 20, 2020 - 11:20 am
- Unmask the Power of Social ProofNovember 13, 2020 - 6:00 am
- An Effortless Experience Isn’t EnoughNovember 5, 2020 - 6:00 am
- For B2C, Cleanliness Is the New BlackOctober 29, 2020 - 6:00 am
- 3 Tips to Manage the Voice of the Last Lost CustomerOctober 23, 2020 - 6:00 am
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