Nudges: Make Sure Yours Work!

by Colin Shaw on December 7, 2017

Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance.

When a patient doesn’t take their medicine properly, doctors call it “noncompliance.” Noncompliance could mean anything from not filling prescriptions to not finishing the prescribed amount of medication to not “taking as directed by their physician.”

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Colin ShawNudges: Make Sure Yours Work!

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

by Michael Lowenstein on December 6, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” It’s likely that you can’t articulate a distinction.

A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibilities for growth, promotions and possibly more – – like training, work environment, and reward and recognition. These employees start their work day, they perform their job at acceptable levels, and they go home. Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions.

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Michael LowensteinEmployee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

The One MUST-HAVE Every Customer Facing Employee Needs

by Colin Shaw on December 6, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do.

The new report, “The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era,” revealed that 56% of the 1,000 respondents in the U.K. and U.S. said complicated customer issues are their most significant challenge. Not only that, 60% felt that the company didn’t train them to deal with the problems they encounter and that feeling unprepared makes them feel stressed. Worse yet, they are disengaged as a result and 52% said that their employers aren’t doing enough to turn things around.

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Colin ShawThe One MUST-HAVE Every Customer Facing Employee Needs

Shocking! Your Telecoms Company Is About To Get Even Worse!

by Colin Shaw on December 5, 2017

I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory, with missed appointments, lousy modems and just a general “we don’t care about you” mentality.

So when I heard that U.S. Federal Communications Commission chairman Ajit Pai proposed eliminating net neutrality rules, my first thought was that my customer experience in Florida is about to get even worse.

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Colin ShawShocking! Your Telecoms Company Is About To Get Even Worse!

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

by Michael Lowenstein on November 29, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. However, it was understood that value is not just rational. Perception consists of the rational and the emotional, and even those elements which are tangible and functional have emotional underpinnings.

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. Accordingly, my colleague Colin Shaw, working closely with the London Business and its Chair of Consumer Psychology, extensively tested emotional levers. After two years of research, the result was the Hierarchy of Emotional Value.

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Michael LowensteinThe 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

What the Best Companies Do That Yours Doesn’t!

by Colin Shaw on November 28, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them.

Not all companies have this problem though. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX.

In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.  The assessment looks at what parts of your organization are where on the journey toward being Natural, which describes those companies that are most customer- centric. There are nine orientation areas that we use to determine a company’s customer centricity level. They include:

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Colin ShawWhat the Best Companies Do That Yours Doesn’t!