Your brand is your business – what business are you in?

SMEs plays an important part in any economy. They contribute not only to the economic growth and employment within society, they also play a crucial role in challenging the current players, opening new markets to consumers and often, they are the catalyst to change in an industry. It is tough to stay in business past the crucial 3-5-year period, innovatively …

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Customer Experience Professionals in Conversation – San Diego

I recently had the incredible pleasure to meet Jessica Noble. I reached out on LinkedIn and since we were both CCXP’s, I though this could make for interesting conversation. Needless to say, it felt like we shared the same spirit animal and that the things we were both passionate about, just transcends continents and languages and that we both spoke …

Demo: Audio With Image

Sometimes there’s nothing more powerful than the perfect song and image to go with it. Here is an audio post with the optional featured image.

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Customer Experience – a government priority for Rwanda! by Judith Kaizare

Customer Experience key factor for national transformation. Service delivery one of the key factors. RGB mandated to regularly monitor service delivery and good governance principles. Scientific approaches, surveys and research. National Strategy for Transformation 1:  “Enhance institutions for that they deliver better services” Increase productivity and quality of services. 2024 – 100% services delivered through online channels. Increase citizens participation. …

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Rwanda Immigration Services Customer Experience Improvement

What they did…. Created a strong vision for 2020. Create measurement at various levels Online applications Social Media (Twitter & Facebook) “Do simple things that make a difference!” Happy birthday to guests when they come through immigration. Impact Reduced number of days. Reduced cost. Grow tourism. Attitude of people working for the department. Electronic means eradicated corruption. Staff recognition & …

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Authenticity cannot be engineered

We are hanging out at our favorite coffee shop on a Saturday morning. Its packed! I miss the days when it was half the size and the best kept secret in Boston but I am so happy for them. We order coffee but the aeropress is not available because the owner is traveling with it. The passionate barista laughs and …

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Customer Experience Wishes for 2018

  What does 2018 hold for consumers and the people who design experiences for them? Every year I venture to make predictions look at trends and guess what consumers will think, feel and do. This year is different. I am not going to predict or assume. I am instead going to express my wishes for consumers and the people who …

Do you talk about great CX or do you do great CX?

                We’ve all been there. That grudge payment we have to make. And on top of it, to make it, we need to go and stand in a queue that are usually extremely long. Today was no different. I stopped at the traffic department to pay my license, saw the people queuing out …

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Customer Experience Karma by Clint Payne

Like soppy dedications in the front of cheesy novels, this one is for Chantel. Karma is a bitch. I seem to attract bad experiences like flies – if something is going to go wrong, you can bet your bottom dollar, it’s gonna happen to me. I spent 10 years in mobile.  You would imagine I could navigate that territory without stepping …

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AI is already here – we just call them Transformers!

In my line of work, we do a lot of mystery calls and immersions and I am always amazed at how little we as customers expect from service as a whole in this country. We expect that the call will be dropped, that the Interactive Voice Response (IVR) will be difficult (or in some cases impossible) to navigate, that the …

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My Epic Customer Experience Failures – Google Hangout with Ian Golding

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at http://cxday.org For our celebration of CX day, Ian Golding and I thought that we would not only look …

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CX Day 2017 Customer Journey mapping Questions

In the lead-up to CX day on 3 October, we invited you to submit your Customer Journey Mapping questions and challenges for us to answer. Below is a video where we answer the questions and show you some cool things! You can also download our Customer Journey Mapping Pocket Guide for a limited time for free. Video with questions and …

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“Do you have a reservation?”

Usually, people with restaurant reservations, say “Hey, I am Chantel and I have a reservation for 5” This is the reason why I turn into a witch when I say “May I please have a table for 5 people” and get asked, “Do you have a reservation?” For a fleeting moment, the story I tell myself is that somehow I …