Revealing the Remarkable Secret to Building Customer Loyalty

by Colin Shaw on December 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong.

I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences. Therefore, I was surprised as you are to learn the Customer Experience you provide does not create loyalty; it is the experience customers remember you provide that creates loyalty.

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Colin ShawRevealing the Remarkable Secret to Building Customer Loyalty

Target’s Revamped Store Customer Experience Experiments: Culturally, Are They On-Target or Off-Target?

by Michael Lowenstein on December 13, 2017

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

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016). The company is forecasting a single digit sales decline for the full year.

So, how does Target intend to bring about a performance turnaround? The company is taking aim at a revised store experience for customers. Target has invested $220 million to remodel and renovate 28 stores in North Texas. According to Target spokespeople, the remodels will emphasize “inspiration, discovery, style, and ease”. Among the changes:

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Michael LowensteinTarget’s Revamped Store Customer Experience Experiments: Culturally, Are They On-Target or Off-Target?

Revealed: The Truth About Holiday Music!

by Colin Shaw on December 12, 2017

Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog?

When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire? Do you feel excited to start your holiday shopping?

Or are you one of those who wish they’d just play something else – anything else?

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Colin ShawRevealed: The Truth About Holiday Music!

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