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Follow the Chain of CX Value to Drive Impact

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest. Success requires finding the sweet spot where an improved experience leads your customers to spend more with you, stick around longer, and/or engage with you in…

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#Best practices #business value #customer experience tip #CX #CX Tips #Day in the life #driving change #metrics and roi #profitability #value #voice of the customer

Backorder Issues: The High Cost of Reduced Inventory

Heart of the Customer maps customer journeys for a wide range of B2B organizations, from healthcare to manufacturing to distribution and more. We’ve found one area of friction common across industries: backorder issues. Whether mom and pop retail storefronts or global manufacturers, customers with products on backorder face similar situations. Here’s how it generally plays out: They take an…

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#B2B #B2B Customers #B2B CX #backorders #Best practices #business problem #customer #customer relationship #customer satisfaction #CX Tips #growth #health care #List #manufacturing

Six Ways to Show B2B CX Value

After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business. Some companies start with their survey scores, then try to validate that the scores matter. Others never do that, and just hope…

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#Best practices #business value #Customer Experience #customer experience tip #CX Tips #Executives #metrics and roi #profitability #value

Interview: Kate Nightingale of Style Psychology

Heart of the Customer’s Jim Tincher sat down with Style Psychology Founder and CEO Kate Nightingale recently, to discuss the role of emotions in the customer experience. (But it’s 2021, so of course “sat down with” means “met on Zoom.”) Below is a lightly edited transcript of that conversation. You can watch the complete video here. Jim: So we were on a panel together [The Art and Science of…

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#customer effort #Customer Experience #customer experience tip #CX #CX Tips #interview

Turn Your Dashboards Up to 11

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. (more…)

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#Best practices #Customer Experience #customer journey #cx tech stack #CX Tips #dashboards #driving change

One Size Fits All? Not for Metrics!

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…

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#Best practices #Customer Experience #customer experience tip #customer feedback #CX Tips #metrics and roi #NPS #Surveys

Don't Leave Your Customers in the Dark!

Don’t Leave Your Customers in the Dark!

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…

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#B2B #B2C #Best practices #Customer Experience #customer experience tip #customer relationship #cx design #CX Tips #operational transparency

Interview: Creating a Clean Experience

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’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…

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#B2C #Customer Experience #customer relationship #customer satisfaction #CX Tips #interview

Learn From West Elm’s Missed Opportunity

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…

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#B2B #B2C #Best practices #consumer journey #customer effort #Customer Experience #customer experience tip #customer journey #cx design #CX tip #design thinking #Retail

The Truth About Moments of Truth

After 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 datapoint! Moments of Truth…

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#Best practices #consumer journey #customer experience tip #customer journey #customer journey mapping #CX tip #CX Tips #journey map #journey mapping #moment of truth #moments of truth

Rich Emotions Can Overcome Poor Quality

Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Why? Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty). That message hit home to me when my Fitbit died…again! I was an early adopter and have owned several…

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#B2C #customer effort #Customer Experience #customer experience tip #customer relationship #customer service #CX #CX tip #CX Tips #voice of the customer

Fun Read/Flawed Approach (Book Review)

As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience. This is doubly true for the topic of journey mapping, since I contributed to one of the early books on the subject (Mapping Experiences by Jim Kalbach) and co-wrote a comprehensive guidebook (How Hard Is It to Be Your Customer? Using Journey Mapping…

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#book review #CX Tips #voice of the customer

Learn Everything You Need to Know About CX From '80s Music

Learn Everything You Need to Know About CX From ’80s Music

I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, and it occurred to me one…

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#consumer journey #Customer Experience #customer journey #customer satisfaction #CX #fun stuff

2021: The Year of CX Data

Given the year we’ve had, we need to talk hygiene. Because I suspect you’ve been neglecting it. Not because of the sweatpants you wore in that Zoom meeting, or that you don’t always sing “Happy Birthday” twice when you wash your hands. I mean digital hygiene, and the need to clean your data. Each of the past five years have been hailed as the “The Year of Digital Transformation.” We thought we…

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#Best practices #business problem #Customer Experience #customer experience tip #CX #CX Tips #data quality #driving change #metrics and roi #NPS #ROI

CX Loses a Visionary

As I’m sure many of you were, I was shocked to hear of Tony Hsieh’s untimely death this past weekend.

In case the name doesn’t ring a bell, Tony is the recently-retired CEO of Zappos. In that role, he shepherded an online shoe seller with annual sales around $1 million (Zappos started as ShoeSite.com) into a massive e-commerce enterprise that sold to Amazon just 10 years later for $1.2 billion.

I…

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#Customer Experience #customer relationship #CX #design thinking #Employee Experience #zappos

Unmask the Power of Social Proof

At Heart of the Customer, we recently had a software client who wasn’t winning as many sales as they expected. We mapped their customers’ pre-sales journey and found that the company was putting out their best practices, but prospective clients were ignoring them.

They just didn’t consider our client a trusted authority.

It’s common problem among CX pros. You see customers making “bad” choices,…

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#B2B #B2B2C #B2C #Best practices #business problem #covid #Customer Experience #customer experience tip #customer relationship #CX #CX Tips #cx vision #driving change #expertise #renewals #thought leadership

For B2C, Cleanliness Is the New Black

Let’s not beat around the bush: $#@&*%! coronavirus trashed your journeys.

Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty.

A better experience is still required…but how we go about providing it – and what “it” even is – has completely changed, particularly for B2C companies, where among…

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#B2C #Best practices #business problem #conference #Customer Experience #customer feedback #customer relationship #customer satisfaction #customer voice #CX #event #Executives #Surveys

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