CXOchat

Deliver Superior CX
As customer service has gone digital, how do you improve CX with and without technology?
   7 years ago
#CXOchatOptimizing Mobile Understand your customer journey to improve the overall customer experience.
   7 years ago
#CXOchatSelf-service done rightPut your customers to work and help them love it: Making digital self-service fun!
IBM Watson Commerce
Q2: How do you identify moments of truth? What happens if you don’t identify them? http://www.via-cc.at...

Jennifer Maldonado
A2: Know your custs. Map their journey, mine their feedback, pick their brains. Those opps when u make it or break it r the Moments of Truth.
Jennifer Maldonado
If you don't identify them, you don't have focus. You spend time fixing what doesn't matter. You need to know what custs care most about.
Jennifer Maldonado
As I like to say, you need to know what basket to put your eggs in! So that you make a different in #CX
Natasha Bishop
Must map buyers journey across touch points to ID moments of truth A2 #cxochat
Jennifer Maldonado
Jeanne Bliss has some great methodology you can check into. She calls it the Defector Pipeline. Find out when/why your custs leave.
Natasha Bishop
If "moments of truth" are unknown orgs can't drive & replicate the gr8 moments nor eradicate failed moments A2 #cxochat
Jennifer Maldonado
@Natasha_D_G Yes, but remember to map from THEIR perspective, not yours! Walk in their shoes
Lindsay Malloy
Could analyzing social data help identify those truths?
Natasha Bishop
Old adage can't manage what u don't measure still holds true today w/ "moments of truth" A2 #cxochat
Jennifer Maldonado
@LindsaySkarda Absolutely!! People go to Social when they have extreme experiences. Really good or really bad. Goldmine!
Natasha Bishop
@LindsaySkarda social data helps as cust share likes and especially dislikes there
Jennifer Maldonado
Social is also such an equalizer. Maybe it's not the biggest client you have, but they may have lots of network influence. Little guys voices can matter more.
Kulbir Singh
Moments of truth are uniquely close to delivering the Aha moment or the X factor. In digital age, the brand must deliver such moments and that too in the shortest experienced time.
Lindsay Malloy
@maldyj Absolutely. Especially when we think of millennials, our friends and family's opinion matters.
Kulbir Singh
A close understanding of Behavioral economics might yield the right MoTs. Theres certainly a close link between emotionally charged moments of truth and the purchase & loyalty decisions of customers
Mike Wittenstein
Just make sure to map the moments that matter to your customers (over those that matter to the biz)
Mike Wittenstein
@LindsaySkarda Yes, but direct observation is often more informative and accurate.
IBM Watson Commerce
Q8: What are the easy wins for creating a good customer experience? http://www.via-cc.at...

Jennifer Maldonado
A8: Seriously, so much low-hanging fruit! Do what you say. Offer a little extra. Anticipate next problem & proactively head it off.
Daniel Davis
A FAST response.
Natasha Bishop
Orgs have opp to win w/ proactive engagement. Inform customers of issues BEFORE they become an issue A8 #cx
Jennifer Maldonado
I remember when I started in #CX mgmt. 8 years ago. Read the surveys and was like, "Um, I have an idea. Let's call customers back!!" doh
Daniel Davis
Be courteous when addressing a problem goes a long way, but again, it has to be sincere. Reading an apology from a script just makes it worse.
Jennifer Maldonado
@danielkdtwt Yes, fast but ACCURATE! Customers prefer waiting for the right answer versus running off quickly with the wrong one.
Natasha Bishop
All the #data customers share = breadcrumbs to winning their #loyalty with superb #custexp A8 #cx
Daniel Davis
On the proactive side, identifying and addressing problems before the customer even knows about them is a big win.
Jennifer Maldonado
Identify your pain points and turn them around. Build principles around the experience you want to deliver. Socialize it.
Daniel Davis
@maldyj Excellent point, Jennifer!
Kulbir Singh
Focus on the entire customer journey, not just key touchpoints & moments of truth. Ensure your org teams breathe CX day in & day out and are in close touch with all social cues & voices about the delivered experience.
Jennifer Maldonado
At Activision one of our mantras is "We make great games." So in Support, we provide GREAT support.
Natasha Bishop
Key to following customer #breadcrumbs & delivering superior #cx = #bigdata & #analytics A8
Jennifer Maldonado
G = Genuine R= Reliable E=Easy A=Accurate T=Thorough
Kulbir Singh
Empower your front & back office teams to collaborate towards fast decisioning around improved CX
Tema Frank
@maldyj And did they resist the idea of calling customers back?
Jennifer Maldonado
Instill it into the culture. Test things against it. Is this solution easy? is using this script genuine? Live the principles...
Lindsay Malloy
@USAA takes the win on this one: Empathy, empathy, empathy. GENUINE empathy. Not fake.
Jennifer Maldonado
@temafrank Nope! We did a huge detractor callback campaign. everyone was so afraid of talking to unhappy customers but they were just happy we cared!
Daniel Davis
Another win is having a great product to begin with -- one that has been thoroughly tested and vetted with customers before hitting the market.
Yvette Summers
It depends on the "department" - for a website/online experience, its clear, easy to read, accurate, and it works - no broken links, checkout works flawlessly, etc. And let's not forget that the same goes for mobile users
IBM Watson Commerce
Q9: What are some of the best customer experiences out there today (focus mostly on digital or multichannel experiences)? http://www.via-cc.at...

Jennifer Maldonado
A9: OK, here is a timely example. Today I rear-ended someone on my way to work. (Sorry honey if you are reading this here!)
Jennifer Maldonado
While other driver was on hold with his carrier, I downloaded the mobile app for mine, accessed digital ID card, texted to him. Done.
Lindsay Malloy
@maldyj Awesome way to remove the stress from an extremely stressful situation!
Kulbir Singh
Starbucks does a phenomenal job at this...simple, consistent & continuously improving
Natasha Bishop
@skulbir Yes...they are killing us with service...and expensive coffee! HA!
Lindsay Malloy
Any time I walk into a restaurant and the employees are smiling and have Can-Do attitudes, I've already had a great experience.
Jennifer Maldonado
here's another digital channel experience example: At Activision we are starting to offer in-game messaging re: support tickets
Daniel Davis
@LindsaySkarda Whenever I go to a restaurant with grumpy host/wait staff, it makes me wonder how happy things are in the back -- and I don't want unhappy cooks making my meals!
Jennifer Maldonado
You're playing Call of Duty, your gun gets deleted, we restore it and tell you so by an in-game popup. Don't need to leave your seat to call.
Lindsay Malloy
@danielkdtwt I've walked out of restaurants if I hear hints of bad attitudes. I'll spend my money else where with happy people.
Kulbir Singh
And yes, how can we forget Appl:)
Lindsay Malloy
The best customer service is CS that you didn't realize was happening.
Jennifer Maldonado
@danielkdtwt So true!! Happy people make happy experiences. This is the whole chicken-egg thing. Putting the employees first or custs?
Kulbir Singh
Does anyone know if we have any anual CX leader list/recognitions for Americas?
Daniel Davis
@LindsaySkarda That's right. I want to taste the love!
Yvette Summers
Delta Airlines comes to mind - love their app!