CX Management Archives - Page 3 of 4

2 Employee Awards That Will Improve Your Customer Experience

Aug. 24, 2015 by Kerry Bodine

In order to transform your customer experience, you need to change employee behavior. But how can you encourage the right types of behavior? Two awards will help. The Above & Beyond Award: When a customer contacts your company with a problem, you want employees to fix it as quickly as possible. Depending on the nature (Read More...)

Which Comes First: Big Business Decisions OR Customer Experience?

Aug. 17, 2015 by Kerry Bodine

Over the past year, I’ve had several prospective clients get excited about improving their customer experience—and then postpone their CX initiatives because they first need to “prioritize defining the business requirements” or because they’re about to “embark on a major org change.” This approach always leaves me scratching my head. While these types of initiatives (Read More...)

The Disconnects Among Today’s Customer-Centric Disciplines

May 28, 2015 by Kerry Bodine

When I learned about the field of user experience in the mid 1990s, its primary objective—making technology easy to use—was easy for me to grasp. My education in cognitive science, psychology, and computer science gave me tools and frameworks that I could immediately apply. Service design took a bit longer for me to grok. (Read More...)

Design For Your Employees—Because The Employee Experience Matters

May 27, 2015 by Kerry Bodine

Almost 10 years ago, I visited a designer friend who worked at Google’s Mountain View headquarters. The office tour was impressive, as expected. But what’s stuck with me for all of these years was lunch. Yes, lunch. We had king crab legs. All you could eat. For free. Google’s employee perks are the stuff of (Read More...)

Travel Marketers: Does Your Loyalty Program Experience Miss The Mark?

Apr. 20, 2015 by Kerry Bodine

Within the highly competitive travel industry, companies are under immense pressure to differentiate their offerings, solidify their brand in positive customer memories, and generate lasting customer loyalty. But sometimes this exuberance inadvertently leads to communications and interactions that degrade the experience of travel companies’ most loyal customers. Those that want to keep their best customers (Read More...)

How To Design Your Loyalty Program Customer Experience

Nov. 10, 2014 by Kerry Bodine

In a previous post, I talked about the need for loyalty program interactions to be both useful and easy. In other words, loyalty programs need to provide some utility or help someone accomplish a task (whether that’s saving money, getting a free TV, or getting exclusive access to an event). And the process of doing (Read More...)

To Drive Value, Loyalty Program Interactions Must Be Useful & Easy

Oct. 27, 2014 by Kerry Bodine

In recent years, the size and scope of loyalty programs have grown to the point that nearly every customer interaction — from commerce transactions to core product/service usage — is intrinsically tied to either a loyalty program earning scheme or a reward. It’s impossible to shop at a major grocery or drugstore chain without seeing (Read More...)

3 Ways That Airbnb Fights Survey Fatigue

Oct. 21, 2014 by Kerry Bodine

The good news: companies of all shapes and sizes are implementing Voice of the Customer programs. The bad news: customers are being inundated with feedback surveys. Just this week, I’ve received survey requests from United Airlines, my veterinarian, my gym, and Airbnb. Airbnb’s was the only one I filled out. Here’s what Airbnb’s email invitation (Read More...)

How Loyalty Program Rewards Impact Customer Perceptions

Oct. 13, 2014 by Kerry Bodine

In a recent post, I talked about the increasing complexity of loyalty programs — and how the earning schemes that marketers employ can influence customers’ perceptions of not only the program, but of the brand itself. However, it’s not just loyalty program inputs that have gotten complex. Program outputs — the rewards that customers get (Read More...)

Your Brand Is An External Expression Of Your Corporate Culture

Oct. 7, 2014 by Kerry Bodine

Who in your company talks about your corporate brand? My guess is that it’s only the marketing folks. In far too many organizations, I see people in roles like customer service, operations, and finance who view the brand as an elusive concept — one seemingly (and thankfully) controlled by the CMO and ad agency execs. (Read More...)