Scientists think so. There’s evidence that empathy is both a trait and a state. People can be naturally empathic, just like some people are naturally creative, humble, or diplomatic. And good news… less empathic people can learn to get better at it.
Empathy pays. Caring deeply about your customers isn’t just the right thing to do—empathy is good business. Empirical research shows there is a direct correlation between employee empathy and business outcomes (e.g., profitability, customer satisfaction). And employees with high empathy are less likely to burnout (i.e., call out sick, quit, disengage). I’ll say it again. … Continue reading “Thinking, Feeling, and Doing Empathy In Everyday Practice”
I think we all agree? Every dimension of the customer experience needs attention. But who is responsible for pulling all the parts together into one cohesive, seamless experience? The digital advertising team is out finding leads. The sales team works on converting leads, while the email marketing team optimizes their nurture campaigns. But who is … Continue reading “Designing Your CX Dream Team”
When optimizing your website, product, email program, or retail experience—think beyond A/B testing by continuously seeking new customer problems to solve. Gartner has proven that eliminating or reducing customer effort is the best way to improve customer loyalty.
What can you do when your boss or your organization’s leaders say “no” to design? An ongoing challenge shared by many UX professionals is getting the green light to move forward on a solution to improve the user experience. Believing UX is the right thing to do isn’t enough. As UX strategists, we must categorically … Continue reading “How to Persuade Your Leaders to Invest in UX”
Your organization is supported by talented and passionate people who want to deliver the best possible customer communication. There’s a lot to say. You want customers to renew their subscription or buy more stuff. You’re responding to customer service and tech support questions. There are statuses, receipts, and acknowledgments to send. Satisfaction survey results to … Continue reading “24 Best Practices for Optimizing a Customer Lifecycle Communication Program”
Do coupons and points create real customer loyalty? Or do they just teach customers to wait for discounts? Rather than building loyalty programs based on frequency or spend, more retailers should leverage the mountains of data they already have about their customers to create personalized in-store and online experiences. How might a clothing retailer orchestrate … Continue reading “Rethinking Retailer Customer Loyalty Programs”
A customer journey map (CJM) is a powerful communication tool. Like a user flow on steroids—a journey map visualizes the path a customer takes to get from point A to point B, their obstacles, thought process, emotions, and how or where they completed each activity. Here is my 5-step process for creating a research-based customer journey map:
Social media is sometimes referred to as relationship marketing. That’s correct, but social is only part of the relationship marketing equation. To do relationship marketing well, think about it as a platform or system where all (or most) of your marketing tactics work together in harmony. Strike a balance between helping and selling.
There is a customer journey mapping detail that no one seems to freely share… How in the world do you get the data from hundreds of sticky notes into an editable, digital document? Here’s how I did it.