CX Journey Inc.

It’s funny to think back ten years or more and realize how long omnichannel has been a dream for the customer experience. Will it ever be a reality? Is this the future? Is it the only way? And now there’s a newcomer to this discussion, beyond multichannel and omnichannel: designing and delivering an optichannel experience. What is that? How does it differ from the other two? https://lnkd.in/geqDv5dD #customerexperience #omnichannel #optichannel #multichanne

The first step in John Kotter's change management process is: create a sense of urgency. It’s time to create a sense of urgency around your business, to get business leaders motivated ASAP about the employee experience and the customer experience. Remember, you are in business for the customer – it’s all for and about the customer! When companies look at acquisition numbers but not at retention numbers, there’s a major missed opportunity that will turn into an urgent situation sooner rather than later. Perhaps when it’s too late. Keep your finger on the pulse. Listen to customers, employees, and the marketplace. 📌 Expectations change. What delights customers today may not delight tomorrow. It’s important to always keep your pulse on changing customer needs. 📌Customers change. Old ones go, new ones come along. New ones may have different problems they are trying to solve or jobs to be done. 📌Customer needs, desires, and expectations change. As long as that’s happening – and I don’t see that every changing – there’s no resting on laurels. 📌The business changes. New products are launched. Acquisitions are made. Growth happens. 📌New competitors enter the marketplace, and industry trends emerge. Weak signals become strong signals. #change #changemanagement #employeeexperience #customerexperience https://lnkd.in/e9AAkbz

Your company likely has one of two common employee archetypes: 1️⃣ the complaint agent 2️⃣ the change agent. While the complaint agent focuses on pointing out issues without contributing solutions, the change agent actively seeks ways to address challenges and foster improvement. Understanding the difference between these two mindsets and knowing how to guide someone from being an agent of complaint to an agent of change is essential for cultivating a resilient, solution-oriented culture. #change #changemanagement #employees #employeeexperience #leadership https://lnkd.in/g4yeFAhH

Loyalty. What’s emotion got to do with it? That emotional connection to a brand is extremely important to customer loyalty. It’s often been thought to be a key driver of loyalty. It goes beyond the functional benefits of a product or service and taps into customers’ feelings, values, and identity. True loyalty stems from more than just transactional convenience or pricing considerations. It really is about emotional connections, those intangible bonds that keep customers coming back even when alternatives exist. There’s a big difference between a customer who buys from you again (a repeat customer) and one who actively chooses your brand over all others because of an emotional connection (a loyal customer). #customerexperience #loyalty #emotions https://lnkd.in/geK3WMjR

Marketing in the era of customer experience requires a shift in mindset from transactions to relationships. By placing the customer at the center of their strategies, businesses create memorable experiences that foster loyalty, advocacy, and sustainable growth. In an increasingly competitive marketplace, investing in the delivery of exceptional customer experiences is not only a strategic imperative but also a moral obligation to uphold the trust and confidence of consumers. Bridging the gap between Marketing and Customer Experience is critical to that. To do that involves fostering open communication and collaboration between these teams to ensure a cohesive approach to engaging with customers. By initiating conversations around the topics in this article, Marketing and Customer Experience teams can work together to bridge the gap, align their efforts, and ultimately deliver exceptional experiences that resonate with customers and drive business growth. #marketing #customerexperience https://lnkd.in/g4JEnc_N

Nothing changes if nothing changes. Organizational decline cannot be the result of lame excuses. (Post by Seth Godin.) #change #leadership #employeeexperience #customerexperience

The work that we do as customer experience professionals can often be summed up as change management – or change leadership. One of the key and critical parts of this change management effort is to ensure we have executive commitment for the work that lies ahead. As a matter of fact, in an article I wrote a couple months ago about some research that GetFeedback had released, I noted these findings: ⚙️ Respondents shared what degree executives were invested in CX efforts, how much, and to what end. When executives invest in customer experience, brands are three times more likely to yield return on investment (ROI) than those who don’t have that commitment from executives. So their commitment is important. (Their ROI will come!) It ensures that you get the resources – human, capital, financial, time, etc. – needed to move forward successfully with your transformation work. They should express commitment (to the CX team and to the company) that the entire executive team is all in and that they’ve accepted that building a customer-centric organization means we’re building a winning organization. But what if that commitment is lacking? What if you’re executives don’t get it? What if every plea to explain why transforming the culture, the employee experience, and the customer experience lands on deaf ears? What if some get it and some don’t? https://lnkd.in/gf5FNvuQ #change #changemanagement #leadership

Expectation = frustration? There are a lot of different ways that customer expectations are formed: 💥your brand promise 💥your marketing and advertising 💥you stated outright, e.g., we do X 💥customer’s previous experience (with your brand or with another brand), or consistent delivery of a great experience (by your brand) 💥word of mouth or reviews and feedback from other customers 💥from within us/customers, based on our own set of morals and values and how we would treat others or what we would do for them But expectations can be funny thing. 💥Customers have them, but they are not in control of them and not in control of the outcomes. 💥Customers have them, but companies must know them and understand them. 💥Companies set them (brand promise, service delivery, marketing, etc.), yet they have trouble delivering against them (consistency/consistently). https://lnkd.in/ga58Jhg #customerexperience #marketing #expectations

Why orchestrate customer journeys? What are the benefits of doing this? There are a few different benefits for customers, including: 👏A simplified, personalized, and consistent experience across all channels and touchpoints. 👏An experience driven by recommended next best actions that helps the customer achieve her goals and desired outcomes. 👏Fewer customers abandoning what they’re doing; you’ve eliminated the friction along the journey and guide them to achieve the jobs they are trying to do. 👏Higher satisfaction because needs are met and value is delivered. 👏Increased loyalty and retention because customers are delighted that their needs have been met and they’ve achieved their desired outcomes. Obviously, the customer benefits translate into good things for the business as well. Read the article to learn about those benefits. https://lnkd.in/dYbYBKCk #journeyorchestration #customerexperience #personalization

The connected customer is always consuming information and leaving digital fingerprints, providing two data streams that modern marketers must access and then integrate into their planning. As the connected customer peruses apps and channels, posts content, and plans purchases, marketers need to meet customers on their terms with engaging content and messages that reflect where they have been and where they are going next. But how? How can marketers ensure buyers have great experiences throughout the entire customer lifecycle? Ultimately, we’re talking about customer experience (CX). The problem is that customers are more connected than ever before, but brands aren’t there yet, so customers can have disappointing experiences sometime at the beginning or later on during their brand relationships. They might have great experiences in the onboarding phase but then have a bad experience with a product upgrade; or they love their first purchase but are regretting the second, and don’t know what to do. To fix this and get in sync with the connected customer, marketers must focus on three key areas: 1️⃣ Customers 2️⃣ Data 3️⃣ Technology #customers #data #technology #marketing #customerexperience #connectedcustomers https://lnkd.in/gicMVPF