Member Since: 11th Dec 2015
12th Dec 2019
The context here is right - Loads of tech firms now calling themselves customer experience because it's seen as attractive to buyers.
I agree with Steven though. We've being saying customer experience levels are stagnanting for years. Whenever Forrester needs to inject some life into one of its annual reports it tells us things are on the slide.
22nd Oct 2018
I'd be keen to hear more about how you identify customer needs. Or should that be clear? It strikes me that if you simple listened to customers you'd end up with a more disparate cross-stitch of requirements that weren't truly a representation of fundamental needs. I'd love to read more about this.
17th Jul 2018
More screens = more distraction. That's not something reserved for call centre employees, that's something we're all grapling with.
Call centre agents need to be a) paid more and b) paid a little bit more on top of that. Difficult job that doesn't get the credit it deserves.
7th Sep 2017
We are just starting to explore account marketing so this is extremely useful.
3rd Jul 2017
It is a shame that consistent abusers are diluting the quality of contacts on LinkedIn.
I have to say though - I disagree about your statement "never apologise". "Please forgive me" is a personable introduction in the UK, even if it is a bit formal. For many people it's a necessity that puts them at ease.
11th Apr 2017
I also think it's important that employees across a business are made aware of what these moments of truth, pleasure peaks, etc are. I work in a small sales team but I'd argue that if my team identified with all of the 'pleasure peaks' our customers had with our product it would make us all, as salespeople, more effective.
9th Apr 2017
I think Uber and Airbnb certainly see effortless experiences as part of what they are, if not exclusively part of their brand values. that being said, looking at Uber's website, it says their core value is to 'exist in the place where bits and atoms come together'; which is utter nonsense.
When I say 'front-loaded' effort, I mean to say that at point of first engagement, you could say it's far easier to hail for a cab then set-up an Uber account. But the effort is there at the start, under the expectation that future experiences will be easier thereafter.
6th Apr 2017
Sampson - I'd be keen to know about the science that supports the graph at the end of this article? I.e. is this based on a survey sample?
I think a lot of the populist brands being tagged as 'effortless' are actually just front-loading effort. Uber and Airbnb are the usual examples. All the effort is predominantly at the start of the experience. I'm not sure I agree that thereafter the experiences are no longer memorable though.
2nd Mar 2017
Jeanne - I hope this isn't facetious, but how are we defining 'CX practitioner' in this assessment? I.e. are these people within specific job roles such as CCO as mentioned? I would say that CX practitioners exist in plenty businesses outside of the core roles but are probably not included in the stats - i.e. marketing roles that have been switched to CX roles, etc. Even some sales roles.
7th Dec 2016
Thanks Rob. Some common sense exercises there that I'll pass onto colleagues in my team. Hopefully they'll listen to me for once!