Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it?
Worse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use?
In other words, is your dashboard on mute? Read below for three ideas related to dashboards that you might not have considered. Read more
https://heartofthecustomer.com/wp-content/uploads/2021/04/turn-it-up-scaled.jpg10661600Shawn Phillipshttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngShawn Phillips2021-04-09 06:00:462021-04-09 08:54:15Turn Your Dashboards Up to 11
Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how you determine each one’s overall effectiveness.
You’d push back immediately.
You’d say that your software developers should have different measurements than your salespeople, who should have different measurements than your trainers and your customer service reps.
And you’d be right.
So, why do we think all companies should use the same customer measurement? Read more
https://heartofthecustomer.com/wp-content/uploads/2021/04/keys-set-blue-background-2-scaled.jpg10211600Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2021-04-01 04:00:452021-04-01 02:42:41One Size Fits All? Not for Metrics!
Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers.
Based on a 2016 study of customer experience professionals, over two-thirds of respondents did not rate their journey mapping project as successful. The reason? A lack of action from the mapping endeavor.
When we work with clients at Heart of the Customer, our goal is to drive action from the journey maps. We require our clients to work through the Five Questions as a foundation for their journey mapping. Ask yourself and your team to work through these Five Questions before launching your customer journey mapping initiative: Read more
https://heartofthecustomer.com/wp-content/uploads/2019/11/Screen-Shot-2019-11-11-at-6.19.17-PM-1.png379510Nicole Newtonhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngNicole Newton2021-03-25 11:35:302021-03-25 13:40:07Five Questions To Answer for Customer Journey Mapping Success
At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises.
These organizations serve a wide variety of customers who have very different needs.
Or do they?
We’ve found that there’s one need that crops up in nearly every industry and journey. (It almost feels like we could reuse this section of our recommendations for every client!)
It’s the need to keep the customer informed. Read more
https://heartofthecustomer.com/wp-content/uploads/2021/03/blindfolded-man-1-scaled.jpg10731600Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2021-03-16 06:00:212021-03-12 05:20:31Don’t Leave Your Customers in the Dark!
Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse.
But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse.
The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers.
And that outcome matters: When customers rate the emotional experience highly, they are much more likely to forgive you for a problem (63% vs. 11%) and much more likely to recommend your brand (76% vs. 6%). Read more
https://heartofthecustomer.com/wp-content/uploads/2021/03/top-view-doctor-checking-covid-test-scaled.jpg10661600Shawn Phillipshttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngShawn Phillips2021-03-12 05:19:022021-03-12 12:55:30UPS Fail: Mishandled With Care
I met Todd after customer service guru Shep Hyken recommended him in response to my call for customer-focused leaders I should interview. It was an awesome recommendation!
In addition to founding Office Pride, a faith-based cleaning service, Todd has also authored/co-authored four best-selling faith-based books: The Carrot Chaser, The Janitor, Five Wisdoms for Entrepreneur Survival, and most recently, The Stress Less Business Owner. Read more
https://heartofthecustomer.com/wp-content/uploads/2021/03/officepride-logo.jpg400400Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2021-03-09 12:26:532021-03-12 05:21:12Interview: Creating a Clean Experience
Once you find out what a living journey map can do, you won’t have any trouble understanding why it’s so important to the success of your CX initiatives.
So what can it do?
Unlike a static journey map, a living journey map doesn’t remain fixed in particular point in time. It changes and evolves as your journey does, tracking updates in customer/operational data and KPIs across the entire journey as you implement improvements. This allows you not only to see what’s working, but to prove it with the kind of hard business data the C-suite is eager to see. (And who here isn’t eager to please the C-suite?) Read more
https://heartofthecustomer.com/wp-content/uploads/2021/02/one-backpack-track-tourist-connection-palm-scaled.jpg10661600Shawn Phillipshttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngShawn Phillips2021-02-18 06:00:132021-02-18 05:22:59What Is a Living Journey Map?
One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience.
But for some reason, few programs deliberately measure and manage their emotional outcomes, even though emotions strongly outweigh effectiveness and ease. (This holds true even for B2B, as Jen Zamora of Dow so eloquently demonstrated in my interview with her.)
This omission was particularly glaring for me during my recent experience with West Elm, Williams-Sonoma’s chain of high-end, artfully designed furniture stores.
https://heartofthecustomer.com/wp-content/uploads/2021/02/bored-tires-businessman-1-scaled.jpg10761600Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2021-02-05 06:00:462021-02-12 19:53:48Learn From West Elm’s Missed Opportunity
Far too many companies with CX programs cannot show that they are making a difference to the business. This prevents them from being included in decision making and contributing to the health of their companies. There’s a solution to this problem: customer health dashboards.
Customer health dashboards are foundational to measuring and improving (and proving!) the impact your CX efforts. The research Heart of the Customer undertook over the course of 2020 clearly showed that the vast majority of leading programs used customer health dashboards. Read more
https://heartofthecustomer.com/wp-content/uploads/2021/01/dashboards-scaled.jpg10661600Shawn Phillipshttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngShawn Phillips2021-01-27 06:00:042021-01-25 05:39:11Customer Health Dashboard Tips
After reviewing The Journey Mapping Playbookearlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth. Those are the key interactions that have a disproportionate impact on a customer’s overall perception of the journey.
Don’t make the mistake of ignoring this critical data point! Moments of Truth are where you determine customer outcomes, so there’s really no point doing journey mapping if you don’t focus on revealing and addressing them.
But too many companies just don’t understand the opportunity they present.
Some take a watered-down approach. Some define them overly expansively as “any opportunity a customer (or potential customer) has to form an impression about a company, brand, product, or service.” Read more
https://heartofthecustomer.com/wp-content/uploads/2021/01/moment-of-truth-image.jpg13091527Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2021-01-20 06:00:222021-01-20 08:43:54The Truth About Moments of Truth
Journey maps are the clearest way to visualize your customer experience. Download our Journey Mapping Toolkit to start.
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Turn Your Dashboards Up to 11
/0 Comments/in CX Program Strategy, Journey Analytics & Orchestration /by Shawn PhillipsWorse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use?
In other words, is your dashboard on mute? Read below for three ideas related to dashboards that you might not have considered. Read more
One Size Fits All? Not for Metrics!
/0 Comments/in CX Program Strategy, Metrics & ROI, Surveys & Feedback /by Jim TincherYou’d push back immediately.
You’d say that your software developers should have different measurements than your salespeople, who should have different measurements than your trainers and your customer service reps.
And you’d be right.
So, why do we think all companies should use the same customer measurement? Read more
Five Questions To Answer for Customer Journey Mapping Success
/in Customer Journey Mapping, CX Program Strategy /by Nicole NewtonSuccessful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers.
Based on a 2016 study of customer experience professionals, over two-thirds of respondents did not rate their journey mapping project as successful. The reason? A lack of action from the mapping endeavor.
When we work with clients at Heart of the Customer, our goal is to drive action from the journey maps. We require our clients to work through the Five Questions as a foundation for their journey mapping. Ask yourself and your team to work through these Five Questions before launching your customer journey mapping initiative: Read more
Don’t Leave Your Customers in the Dark!
/1 Comment/in CX Program Strategy /by Jim TincherThese organizations serve a wide variety of customers who have very different needs.
Or do they?
We’ve found that there’s one need that crops up in nearly every industry and journey. (It almost feels like we could reuse this section of our recommendations for every client!)
It’s the need to keep the customer informed. Read more
UPS Fail: Mishandled With Care
/0 Comments/in CX Program Strategy, Metrics & ROI /by Shawn PhillipsBut UPS’s recent operational lapse on a very sensitive item actually went from bad to worse.
The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers.
And that outcome matters: When customers rate the emotional experience highly, they are much more likely to forgive you for a problem (63% vs. 11%) and much more likely to recommend your brand (76% vs. 6%). Read more
Interview: Creating a Clean Experience
/0 Comments/in Customer Experience Vision, CX Program Strategy, Interviews with CX Experts /by Jim TincherThat’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning.
I met Todd after customer service guru Shep Hyken recommended him in response to my call for customer-focused leaders I should interview. It was an awesome recommendation!
In addition to founding Office Pride, a faith-based cleaning service, Todd has also authored/co-authored four best-selling faith-based books: The Carrot Chaser, The Janitor, Five Wisdoms for Entrepreneur Survival, and most recently, The Stress Less Business Owner. Read more
What Is a Living Journey Map?
/0 Comments/in Customer Journey Mapping, Journey Analytics & Orchestration, Metrics & ROI /by Shawn PhillipsOnce you find out what a living journey map can do, you won’t have any trouble understanding why it’s so important to the success of your CX initiatives.
So what can it do?
Unlike a static journey map, a living journey map doesn’t remain fixed in particular point in time. It changes and evolves as your journey does, tracking updates in customer/operational data and KPIs across the entire journey as you implement improvements. This allows you not only to see what’s working, but to prove it with the kind of hard business data the C-suite is eager to see. (And who here isn’t eager to please the C-suite?) Read more
Learn From West Elm’s Missed Opportunity
/3 Comments/in B2B Journeys (or B2B2C), CX Program Strategy /by Jim TincherBut for some reason, few programs deliberately measure and manage their emotional outcomes, even though emotions strongly outweigh effectiveness and ease. (This holds true even for B2B, as Jen Zamora of Dow so eloquently demonstrated in my interview with her.)
This omission was particularly glaring for me during my recent experience with West Elm, Williams-Sonoma’s chain of high-end, artfully designed furniture stores.
Read more
Customer Health Dashboard Tips
/0 Comments/in Customer Journey Mapping, Journey Analytics & Orchestration, Metrics & ROI /by Shawn PhillipsFar too
many companies with CX programs cannot show that they are making a difference to the business. This prevents them from being included in decision making and contributing to the health of their companies. There’s a solution to this problem: customer health dashboards.
Customer health dashboards are foundational to measuring and improving (and proving!) the impact your CX efforts. The research Heart of the Customer undertook over the course of 2020 clearly showed that the vast majority of leading programs used customer health dashboards. Read more
The Truth About Moments of Truth
/0 Comments/in CX Program Strategy /by Jim TincherAfter reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth. Those are the key interactions that have a disproportionate impact on a customer’s overall perception of the journey.
Don’t make the mistake of ignoring this critical data point! Moments of Truth are where you determine customer outcomes, so there’s really no point doing journey mapping if you don’t focus on revealing and addressing them.
But too many companies just don’t understand the opportunity they present.
Some take a watered-down approach. Some define them overly expansively as “any opportunity a customer (or potential customer) has to form an impression about a company, brand, product, or service.” Read more