Focusing on Customer Experience (CX) has become a key growth driver for companies. If you’re not familiar with the term, it refers to a consumer’s view of their interactions with your company. From the first time they see you in a Google search to their calls or emails to support. Viewing their experiences in a holistic manner can help you understand where you can improve your business. To learn more about CX, below are our top 6 Customer Experience blogs.
Whether you realize it or not, every action your company takes, impacts consumers’ view of your organization. By focusing on CX, you are aligning your business with consumer expectations. The better their experience with you, the more they will return to you and refer you to others.
If you’re thinking that CX isn’t for you, pretty much every business model can benefit from a CX focus. For example, SaaS companies can reduce churn and increase customer lifetime value. E-commerce companies can increase repeat business and minimize returns. Service companies can better manage support issues and improve satisfaction.
Speaking of support, or customer service, you may think these are the same as CX. Support or customer service represent a single touch point. CX encompasses every touch point a consumer has with your company, including marketing, sales, support, even the use of your product or service.
Obviously, CX represents a significant shift in the way most companies go to market. Thus, it’s critical that CX is both understood and led by the executive team. Without your support and direction, it’s easy to slip back into the old way of doing things. Below are our recommended CX blogs to get you up to speed.
CustomerBliss was founded by Jeanne Bliss, one of the foremost experts on customer-centric leadership. She is the co-Founder of The Customer Experience Professionals Association, held the first ever Chief Customer Officer role at Lands’ End, Microsoft, Coldwell Banker and Allstate, and recently authored her third book, Chief Customer Officer 2.0.
Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations, a customer service and experience expert, and keynote speaker. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.
Annette Franz is founder and Chief Experience Officer of CX Journey Inc. Annette is also co-founder of Insight Wave, a customer experience accelerator that helps customer experience professionals operationalize the customer experience strategy across their organizations. She co-hosts the weekly #CXChat on Twitter, and serves as the Vice Chairwoman of the Board of Directors of the Customer Experience Professionals Association.
Blake is a keynote speaker and customer experience futurist and author of two books on customer experience. Blake is a guest lecturer at Columbia University as well as adjunct faculty at Rutgers executive education MBA program. Blake contributes to Forbes, the Harvard Business Review and Hemispheres Magazine. She is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube.
Bill Quiseng is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. In 2018, he was selected as one of the Top Customer Service Influencers of 2018. He has been recognized for his customer experience insight by NGData 50 Customer Experience Blogs You Should Be Reading, SAP Business Innovation Top 60 Customer Experience Influencers, and Mindtouch Top 50 Most Active Influencers in Customer Experience among others.
Adrian Swinscoe is originally from Scotland and now lives south of London. He writes about customer service and the customer’s experience. He is an independent advisor, speaker, and best-selling author on customer service, experience, and engagement. Adrian published a best-selling book, How To Wow and recently published his second book, PunkCX.
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