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Customer Experience

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On this last week’s podcast we be featured an interview with Suman Sarkar, an international consultant and author of new book Customer-Driven Disruption. We had a great conversation and you’ll want to check back here or on your favorite podcast platform to listen to the full episode (New episodes every Wednesday!). That said, one of the points that stood out most to me from Suman’s interview is what he had to say about how organizational…

In their book about navigating the collapse of the US Auto Industry, Branding Iron, Charlie Hughes and William Jeanes describe a brand as “A promise, wrapped in an experience.” That’s always stuck with me, and it’s been a lens by which I’ve viewed brand ever since I read those words. A brand, at its best, is clear, simple, and focused, based on a balance of outward messaging from the organization, and inward perception from the…

 Live from the IFS / WorkWave User conference, Sarah sits down with Marne Martin, CEO Workwave & President Service Management Global Business Unit at IFS, Erica Brister, President & CEO of U.S. Pest Protection, Danielle Canup, President & COO at Duraclean, and Mary Mahoney, CEO at Pacific Lawn Sprinklers. The group discusses their personal experience and finding their voices as female leaders in service.    

 Gaven Fahl, Director, Critical Accounts Program at Hewlett Packard Enterprise, chats with Sarah about what customers need when things go awry and how to find skill sets that can successfully navigate complex customer situations.    

Customer experience (CX) has been the buzz of the service circuit for a couple of years now. While I see some companies really getting it right and putting a true, authentic focus on their customers – I also see a lot of companies jumping on board the latest buzz word and claiming a level of customer centricity that quite frankly is BS. It’s easy to say you are hyperfocused on CX and have a culture…

My day started in the normal manner — start my computer, go get a cup of coffee, come back to the Windows 3.1 boot screen, enter my credentials and make a lap around the office spreading my morning cheer. The final leg of my journey would be to connect to our local file server and begin my work. However, today was special, I have been asked to explore the Internet. Some of our competitors had…

A customer journey map is a visual or graphical interpretation of the overall story from an individual’s perspective of their relationship with an organisation, service, product or brand, over time and across the channels they utilise. The story is told from the customer’s perspective, but also emphasises important intersections between user expectations and business requirements. No two journey maps are alike, and regardless of format they will allow you to consider interactions from your customers’points of…

 Stacy Sherman, Director of Customer Experience and Employee Engagement at Schindler Elevator, joins Sarah in a discussion around whether NPS is an overrated metric for measuring success with customer experience efforts. Click here to read more from Stacy on the Future of Field Service. Click here to learn more about Stacy’s work on Doing CX Right.    

By focusing your service and support performance on the specific needs and requirements of your customers, you are much more likely to end up with a satisfied customer base. However, in order to build a loyal customer base for yourself and your company, you will need to go well beyond merely keeping them satisfied. During the 1990s, a new philosophy of customer service was adopted by some of the more progressive services organizations – the…