Customer experience today means everything. With retailers announcing seemingly on a weekly basis of store closings, experience is more important than ever before.
Many companies think of customer experience, however, as a flashy marketing campaign, a cool social media outreach effort, or putting associates through a one-time training program. To do customer experience right, everyone might be responsible for delivering on it and be held accountable for its success or failure. Experience must be woven through the culture and delivered consistently across channels.
For some inspiration, I've highlighted five recent customer experience articles from CX experts:
In, "If You're not an Experience, You're not a Brand. Period," Brian Solis makes that case that without experience architecture in place, brands are leaving opportunities on the table, as meaningful experiences are more important than ever.
In "Embrace the Negative Review," Shep Hyken gives two good reasons why negative reviews aren't so bad. In fact, they're an opportunity to show your company's srengths.
Don Peppers also discussed the power of negative reviews in "The Upside of Negative Reviews." Negative reviews, he said, provide important feedback in the same way customer service complaints provide feedback, allowing organizations to improve your product or service offering.
In "3 Really Difficult Ways to Create Great Customer Experience," Jay Baer lays out three primary areas where companies can exceed expectations, on the road to delivering great customer experience: speed, authenticity, and relevance.
And in "Stop Thinking in Channels and Start Thinking in Settings and Scenes," Ray Wang maintains that with the advent of internet of things and customer experiences, omnichannel is not good enough for digital. The design point must deliver on channel ubiquity across a wide variety of settings and scenes. Why? Digital customer experiences.
What's your secret to customer experience success?