None Of Us Are As Clever As All Of Us - Edition 51

Avoid disappointing your customers with these CX resources.

Improving your customer experience can have surprising results. Customers expect us to deliver on our promises, but the more we deliver, the more potential there is for disappointment. Here are some resources to help you navigate this tension and strengthen your customer relationships.

Using Customer Science for Best CX Outcomes

I have been giving AI & CX a great deal of thought recently. In last week’s CX Pulse podcast, I discussed new ideas around the AI battleground and the importance of a proactive customer experience in the next decade. People are making mistakes with their AI deployment. If you want to stay ahead of the curve and gain new perspectives on this topic, I highly recommend tuning in to this podcast episode.

Raising the Resilience of Your Organization

In the wake of the pandemic, a looming recession, and general socio-political turbulence, companies find themselves pivoting and rebounding, but how does this impact your customer’s perception of you? Repeatedly responding to disruptions is challenging, no doubt, but it might also yield surprising benefits. Dana Maor, Michael Park and Brooke Weddle of McKinsey & Company share some companies’ recipes for success in the face of change in this article.

Embrace This Amazing Way Customers Evaluate You to Gain Success

People tend to be less sensitive to improvement the more things improve. What does this mean for your customer experience strategy? Read more in this article.

Animated: The Most Valuable Brands From 2000–2022

What makes a brand valuable in its customer’s eyes? This article by James Eagle examines the most valuable brands from 2000 - 2022 and the ways these companies leverage their brand to achieve financial success.

The User Experience & Customer Loyalty Mobius Strip

Every user interaction provides a chance for companies to strengthen their relationship with their customers and deliver on their promises. This also means there’s opportunity for disappointment. Howard Lax asks the question, “What does this mean for marketing?” in this article published by CustomerThink.

If you have a business problem that you would like some help with, contact me on LinkedIn or submit your pickle here. We would be glad to hear from you and help you with your challenges.