I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018. To get you ready for what is next in Customer Experience, let us review what we have learned so far.
As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start.
Is a ‘Human Free’ Experience the Future?
Amazon and Uber have been making headlines for eliminating humans from areas of their Customer Experience that have traditionally been handled by people. Hear whether the experts think a “Human Free” experience is isolated to a few industries or a glimpse of the future of Customer Experience in this article.
Why You Love Super Bowl Ads but Hate Shopping!
Ad agencies know the power of emotions in advertising. Never is that skill more on display than during the Super Bowl. However, that same emotional engagement isn’t as prevalent when you arrive at the experience you saw advertised. Learn more about how this disconnect occurs with this article from last March.
Beware: Hidden Influences That Dictate Your Success
Our emotional thoughts and actions as customers are often shaped by things we aren’t aware sway us. An example is the tempo of music played at the grocery store. To hear how fast or slow music affects our behavior from Dr. Ronald Milliman, retired professor of Marketing at Western Kentucky University, please click here.
Case Study: Enhance Your CX With This Technology
Carnival Cruise lines is using a wearable device called the Ocean Medallion technology on its Regal Princess Cruise ship later this year. It goes farther than other technologies in predicting and responding to customer needs and desires while on their fleet. Will the proactive approach to passenger experience pay off for the brand? Find out what we think here.
“Sorry Seems to Be the Hardest Word” —How to Apologize
It is not a question of if you will need to apologize for a mistake. It is a question of when you will need to apologize. Organizations should have clear guidelines for handling a mishap in the Customer Experience. Read this quick article to discover essential aspects of an adequate apology that creates the proper emotional response from customers—or anyone.
Who Wins—Brand or Customer Experience?
Your customers’ emotional and subconscious responses to your brand account for over half of the total Customer Experience. With the changes in recent years to move branding strategy to social media channels, the emotional response is more critical than ever. However, there is one essential element to emotional engagement that you can’t afford to forget. Learn what it is and who does an excellent job of it here.
Miss the Improvements in NPS®? It’s Time for THIS!
Many organizations experience a quick gain in their Net Promoter Score® (NPS®) when they undertake a Customer Experience improvement initiative. However, there is an inevitable plateau in your improving NPS® once those early (and easy) changes have been made. If you find that you are experiencing a plateau of your own in your NPS® gains, it could be time to dig in for more fundamental analysis of how it interacts with customers. Understanding the Anatomy of an Interaction could be the key.
The New Essential Business Skill: Storytelling
There exists a significant trend toward storytelling in marketing. Storytelling is a fantastic tool for entertaining and engaging both your customers and employees. However, stories do much more than that. Stories are instrumental in changing employees’ mindset at work and facilitate a stronger personal connection within your organization. Learn more about the importance of storytelling and why you should never underestimate the power of an excellent story for your brand with this one.
Changing Customer Behavior with a Little Nudge
We all would love to know how to get people to do what we want. One of many ways to achieve this is to perfect the art of the “nudge.” A nudge propels your customer toward the behavior you want, but only if you do it right. Read our latest insight on how to nudge your customers in a way that drives value for your organization.
We May All Be Different but We Are All Irrational!
We all engage in irrational behavior. It is part of being human. However, too many organizations do not remember this fact when they are designing their Customer Experience. Learn how you can use our fundamental irrationality as humans to create award-winning Customer Experience in our article here.
Wishing You the Best in the New Year!
To all my readers, thank you so much for your support, shares, and sharp-witted commentary this past year. We appreciate what you bring to our community and look forward to what we will discover together in 2018. All of us here at Beyond Philosophy wish you and yours a very Happy New Year!
Sign up to our new podcast, The Intuitive Customer, and get a FREE eBook! Hosted by Colin Shaw, Founder and CEO of Beyond Philosophy and Professor Ryan Hamilton of Emory University’s prestigious Goizueta Business School, our podcast explains how and why your customers behave the way they do.Sign up here.
Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s leading Customer experience consultancy & training organizations. Colin is an international author of five bestselling books and an engaging keynote speaker.
Follow Colin Shaw on Twitter @ColinShaw_CX and his weekly podcast.