On this podcast with Jeannie Walters, we discuss:
- CX Definition: truly understand what is happening throughout the customer’s journey
- Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
- Understand all interactions that leave impressions
- What are interactions: every conversation, every time you connect, company website, mobile app, etc.
- Does experience meet the expectations coming into the interactions with a brand
- Treat CX as a mindset and discipline of doing business
- Meaningful mindful moments, don’t tack on CX
- Plan for customer issues that may arise
- Bridge the transition from sales to services, address handoff in structured way
- Emotion drives decisions, need a great experience throughout to advance
- Don’t design for digital and non-digital customers differently, treat the same
- Younger buyers view digital as personal and part of life
- Need to address experience of staff that connect with customers
- Important to tell vendors “In the moment” how experience is going
- Don’t wait for after the buy to perform a survey, engage early
