Human touch or not? Today’s CXQODT
Sometimes I’m too literal, but Jeremy asks if we can deliver good CX without human interaction.
Well, your insights have to come from somewhere!
No, no no.
Even when you automate (and therefore empower your #customers), you need to do with with #humancentered #DesignThinking in mind. It all starts and ends with the #customer.#CX #cxleaders pic.twitter.com/dCKEg52gZs— ✵Nicholas Zeisler (@NicholasZeisler) August 17, 2020
Voice of the Customer basics
This is part two of a series of posts on the four components of a good CX system. I introduced the concept here and my first post, on CX strategic alignment, is here. Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture.
Folks often simply boil the Voice of the Customer (VoC) down to surveying. This is a big mistake. You’ve heard of the expression that we need to “meet the Customers where they are” when it comes to our offerings. Well, gathering their input should also take that approach. Just as different needs of different Customers are differently met by our products and services, so too should we understand the individuality and unique journeys of each segment of our Customer base when it comes to soliciting their feedback. […]
CX Strategic alignment: The First Step
This post is part of a series on the four components needed for a CX organization to be successful. An introduction to the concept can be found here, and look for briefs on the moving parts (VoC, Process Engineering, and CX Culture) coming soon. Here we’ll kick it off with a discussion about aligning your CX strategy with your overall corporate strategy.
CX practitioners, and especially more-so leaders, talk a lot about aligning CX strategy with overall corporate strategy. Sometimes, though, we think it’s just as easy as putting the Customers first, or centering “all” our decisions around the Customers’ experiences.
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CX: How it all works
In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are. Following, in a continuation of this series of articles, I’ll explain with more specificity how these work (and work together), as they each deserve their own writings.
I’m on Nick’s podcast!
Check out my episode of Nick Glimsdahl‘s podcast, Press 1 For Nick that we recorded a while back and went live this morning:
What should your surveys look like? Today’s #CXQOTD
Short answer, "No, not necessarily"… keep in mind the goal of your VoC program is INSIGHTS! pic.twitter.com/Ee6Sk7Pl8L
— ✵Nicholas Zeisler (@NicholasZeisler) August 6, 2020
