4 ways to walk the brand talk: aligning promises and experiences

In our recent CX Leader podcast episode, Don’t let your brand make false promises, Steve Walker and I revisit the importance of aligning brand promises with actual customer experiences. We talk about what stuck with us from the webcast, make Peter Dixon‘s ears burn, and call out more evidence of how the momentum to align

Continue reading

The post 4 ways to walk the brand talk: aligning promises and experiences appeared first on CX Advantage.

Getting the Most out of Customer Journey Maps

A roadmap is only beneficial if it helps you get to where you want to go. If streets are omitted or mismarked, the map impedes your ability to reach your destination. In essence, it loses its value. The same principles apply to a customer journey map. When the journey map clearly represents the full experience

Continue reading

The post Getting the Most out of Customer Journey Maps appeared first on CX Advantage.

Is your journey map all process and no emotion?

Journey mapping is an excellent tool that organizations can leverage to depict customer experience. The goal of journey mapping is to learn what customers care about the most – from initial product awareness, all the way through renewal or repurchase. A key component of building a journey map is using employees and internal teams to

Continue reading

The post Is your journey map all process and no emotion? appeared first on CX Advantage.

Delivering Remarkable Experiences Is How You Win More Customers

Equip your team to make a lasting impression.

Customer Experience: What It Looks Like When It Works

Customer experience has come of age. It is now commonly accepted as a key differentiator right alongside product innovation, service and price. A lot has been written on the challenges and failures of CX. In this post, I focus on where CX works best with a goal of sharing a couple ideas that we can

Continue reading

The post Customer Experience: What It Looks Like When It Works appeared first on CX Advantage.

It’s Time to Be Intentional About Customer Listening

What is the single most important source of customer insight that an organization has? Is it the conversations salespeople have with customers? Perhaps it’s nested in the thousands of comments customers provide in surveys? Or maybe it’s from all the RFPs you receive that signal evolving market requirements. Having a hard time answering this question?

Continue reading

The post It’s Time to Be Intentional About Customer Listening appeared first on CX Advantage.

Take a vacation from your CX program

You know that feeling of fresh perspective that you have immediately after you return from a vacation? Everything seems a bit clearer. Priorities are in focus and life is in perfect balance – even if just for a few days. At home, you zero in on the things that need to be done and do

Continue reading

The post Take a vacation from your CX program appeared first on CX Advantage.

Believing Any of These 4 Customer-Experience Myths Could Sink Your Brand

There's a reason why Adidas's Boston Marathon 'congratulatory' email didn't kill the brand.

CX Storytelling: Transforming Thought and Action

Don’t you wish you could be a fly on the wall after one of your presentations? It’s common after a presentation that people will tell you, “Nice job” or “Good stuff.” But what did they really think? Did they find it valuable? More importantly, did you have the desired impact to effectively transform the way

Continue reading

The post CX Storytelling: Transforming Thought and Action appeared first on CX Advantage.

The business-savvy CX leader

As Customer Experience (CX) professionals, we all have some of the same tools at our disposal – journey mapping, surveys, design thinking, etc. But some CX pros just seem to be able to get more out of them. They are better able to connect the dots between customer needs and changes the organization needs to

Continue reading

The post The business-savvy CX leader appeared first on CX Advantage.