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Transforming The Customer Experience

Episode 011 – Using Empathy to Build HUMAN CX Relationships

Shownotes…

Unless we understand empathy, it’s expression will always seem as “a mask” and not genuine.

Lifeless, automated, and robotic responses kill the Customer Experience.

Empathy drives connection in relationships. Empathy is the art of understanding and acknowledging a customer’s feelings and needs before trying to find a solution that meets them. When

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Episode 010 – The Last Impression of CX Counts More Than You Realize

Episode 010 – The Last Impression of CX Counts More Than You Realize – Shownotes…

 

You never get a second chance to make a first impression

The last impression needs as much focus as every other point in the customer journey.

The last impression of their last interaction stays with them until the next time they

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An Effective Customer Journey Map is a Crucial Part of Managing the Customer Experience

Customer Journey Mapping

This concept is nothing new… yet so many company leaders have not done it… or – at least- have not done it effectively. Leaders tend to get overwhelmed with the process, and no wonder. Many folks, myself included, used to map out every single touchpoint the customer encounters

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Episode 008 – Creating an Effective Customer Journey Map

Episode 008 – Creating an Effective Customer Journey Map Shownotes

What Journey Mapping ISN’T

Not a process map
Not or training manual
Not what you hope customers experience
Not the time to map out every single touchpoint and the stuff behind the scenes to make the magic happen for the

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