ijgolding

JULY 14, 2017

The difference between a user story like the one above, and meeting a customer’s overall goal. It is important to understand the difference between the two, because how you frame the interaction determines how your customer will experience it. You are a lifelong customer of Locality Bank.

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

CX Journey

MARCH 15, 2016

Last year, I wrote about moments of truth , defining them as: that make or break moment in the customer journey, that moment when, if all goes well, the customer will continue the journey and complete the task or interaction; he will do (or continue to do) business with you. In it, he devotes a chapter to moments of truth.

Customer Journeys 80

Customer Journeys Customer Experience Design Advertising Customer Experience Professionals 80

Beyond Philosophy

MARCH 25, 2019

Your customers are irrational, too. They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making.

CRM 133

CRM B2B B2C Customer Experience Design 133

CX Journey

JUNE 30, 2015

Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Tactics without strategy is the noise before defeat.

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Beyond Philosophy

MARCH 4, 2019

Using facial recognition technology, you can identify how the customer is feeling walking into that experience. You can also identify how the customer is feeling during that interaction with the employee and how they felt when they leave. We’re at the infancy of this technology, but it’s going to be mainstream.

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102