This is a collection of Jeff Bezos’ letters to shareholders over the years. It provides insights into how Amazon became one of the most successful companies in the world by focusing on customer experience.
The shareholder letters cover topics such as innovation, risk-taking, and long-term thinking. It also includes Bezos’ thoughts on artificial intelligence, space exploration, and climate change.
This book explores the business models of four of the most successful companies in the world: Amazon, Apple, Facebook, and Google. It argues that these companies have become so dominant because they have mastered the art of customer experience.
Scott provides us with insights into how these companies operate and what makes them so successful. It also explores these companies’ impact on society and what the future might hold for them.
This is a memoir by Tony Hsieh, the former CEO of Zappos. It provides insights into how he built one of the world’s most successful online shoe retailers by focusing on customer experience.
The memoir covers topics such as company culture, employee happiness, and customer service. It also includes Hsieh’s thoughts on entrepreneurship and what it takes to build a successful business.
This is a guide to modern marketing. It argues that marketing is not about advertising or selling products but about creating valuable connections with customers.
Seth provides insights into building a brand that people love and creating products that people need to buy. ‘This is Marketing’ explores technology’s impact on marketing and marketers’ future.
Morgan Blake provides insights into how companies can create a customer-centric culture that will help them succeed in the future.
It covers topics such as customer experience design, data analytics, and employee engagement. The book also includes case studies from companies such as Starbucks, Airbnb, and Uber successfully implementing customer-centric strategies.
This is the dawning of the golden age of Customer Experience. Join Steve Towers on FIVE key trends born of AI.
🌎 ChatGPT has the potential to significantly enhance your CX. This can be seen in five key trends. Smart chatbots, Augmented Intelligence, Enhanced communication, Innovation, and application programming.
Steve Towers, BPG’s Chief Experience Officer, is an expert in customer experience and process transformation who enjoys spreading his enthusiasm for this field through coaching, consultancy, keynote talks and books (twelve published).
Through the CEMMethod®, now in version 15, he and the BPG affiliates help companies win the triple crown 👑 —the simultaneous ability to Grow Revenue, Reduce Costs, and Improve service.
With over four decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX and Process teams and executives.
His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation. Steve’s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Steve is also an entrepreneur and an early-stage investor in innovative software companies.
Now, let’s talk about the benefits of ChatGPT in customer experience. How can ChatGPT improve customer experience? I see five emerging trends.
If you prefer to consume your information via video, here it is (approx 4 minutes). https://youtu.be/aetJ_nAhrZo
Smart Chatbots
There is a new generation of chat Bots. The old chat Bots were scripted. The new ones are more conversational, and the old ones feel inhuman and frustrate customers.
The new ones are like you’re having a conversation with another human. The quality of the feedback you get is much higher. You can continue a conversation, so it’s like you’re talking to a live person.
Once we have the quality of ChatGPT in customer service Bots, it will be a whole new world of automation of customer experiences.
Augmented Intelligence
It’s finally happening. The AI system can help humans speed up their work and reactions towards customers. They can ask the chatbot to give a first idea of a reaction towards an email.
Then they can fine-tune it a little bit, or if you have to send an email to, like, let’s say, thousands of customers, and you have to tell them that maybe a shipment is going to be late or that you’re out of stock of specific products you can ask the chatbot to write an email for you and then you can fine-tune it.
The productivity of the humans working in and around the customer experiences will increase dramatically because of AI.
Conversation Management On social media today, many organisations have people just reacting to people on Twitter or Facebook. When they write a review on TripAdvisor or open table now, you can ask ChatGPT to write a first reaction towards a customer’s post.
Again you get a first reaction. You reach a specific style; you can fine-tune it. Now you can react to reviews on TripAdvisor, for instance, at five times the speed compared to when you have to type in everything, so it speeds up conversation management.
Again, it’s an increase in efficiency and effectiveness.
Rapid Innovation
Sometimes we’re like stuck. We always repeatedly think about the same concepts to make our customers happy.
Now you can ask your AI assistant to come up with some ideas and say how can I wow my customers when something like this happens? When something goes wrong?
You can ask AI about your company’s style and culture. Ask which Innovations and customer experience would bring value to our customers. Instead of getting together ten people for half a day, you now type in a question!
Some have tried it with some surprising results and generated new good ideas.
After that first session of ideas, you can build on that as a human team, inspiring the team to develop innovation in CX.
Application coding
Code interfaces for customers may not be up to speed, or they’re not convenient enough, and then the CX team wants the IT team to work on that.
However, there’s often a long queue of technology priorities, and you have to wait three months to change a simple thing for the customer.
If you could outsource this now to a machine, what if you could ask chatgpt to improve the code or change the code to improve your user interfaces much faster than in the past, which creates a new benefit for customers they give feedback then you can react more quickly.
If you prefer to consume your information via video, here it is (approx 4 minutes). https://youtu.be/aetJ_nAhrZo
Let’s summarize: The use of chat GPT can significantly improve customer experience in various ways.
The emergence of smart chatbots allows for more conversational interactions with customers, increasing the quality of feedback received.
Augmented intelligence also speeds up work processes and help humans react faster to customer inquiries.
Additionally, conversation management is made more efficient through ChatGPT in reacting to customer reviews and posts on social media platforms.
Rapid innovation is also possible through AI assistants who can assist in coming up with new ideas for customer experience improvements.
Finally, application coding can be outsourced to machines, allowing for faster improvements to user interfaces, resulting in better customer feedback and quicker reactions to their needs. Overall, the benefits of ChatGPT in customer experience are numerous and can greatly enhance the quality of customer interactions and satisfaction.
As these interesting developments evolve I will bring additional developments to your attention. Thanks for reading!
Please subscribe to the channel, and like this article.
Choosing the best customer experience, customer journey management and process courses with professional qualifications can be a challenge. Read these testimonials from hundreds of clients and they will make your mind up.
🌎 A common theme in our change-oriented world is an increasing focus on the Customer. 🔎 Review three of the best courses for CX and Process Transformation. In fact, the BPGs best selling programs.
Three programs focused on helping YOU and your organisation become more customer-centric, efficient and effective.
“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. It’s a terrific program that I’d recommend and encourage Professionals to strongly consider.”
Jim Lecinski, Professor, Kellogg School of Management
(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)
L.G. Lavengood Outstanding Professor of the Year Award (2022)
The latest research into Customer Experience makes stark reading. Get the inside track and data to support your business case and upskilling for CX.
🌎 Customer experience is a billion-dollar global opportunity – but almost every single experience is broken 🤔 How to make money while solving for it is where Customer Journey Management+ comes in.
But what exactly is Customer Journey Management? It’s the process of optimizing the interactions that consumers have in an experience across all touchpoints and channels.
This involves connecting the dots between customer interactions and the supporting systems and people that operate the internal processes.
Effectively you can’t be successful if you do one without the other.
By understanding the customer journey, businesses can identify pain points and areas for improvement, ultimately leading to increased customer satisfaction, lower costs and growing revenue (the triple crown).
At CJM Plus, we offer comprehensive solutions for businesses looking to improve their customer journey. From mapping out touchpoints to implementing analytics and automation tools, we help companies seize the billion-dollar opportunity that is customer experience.
Ready to take your customer experience strategy to the next level? Visit https://cjmplus.com to learn more about our offerings. 🚀
“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. It’s a terrific program that I’d recommend and encourage Professionals to strongly consider.”
Jim Lecinski, Professor, Kellogg School of Management
(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)
L.G. Lavengood Outstanding Professor of the Year Award (2022)
Get yourself and your colleagues ‘upskilled’ with the Accredited Customer Experience Professional® to acquire the latest tools, techniques, and proven approaches to winning with Customer Experience.
RECOMMENDED QUALIFICATION: The Accredited Customer Experience Professional® (ACXP): https://bit.ly/UAECXMasters
If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.
“(CEMMethod) provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management.”
Jim Lecinski, Professor, Kellogg School of Management (Jim is the creator of ZMOTs and Micro MOTs as an SVP at Google 2006-2018)
L.G. Lavengood Outstanding Professor of the Year Award (2022)
The latest research into Customer Experience Measurement makes stark reading. Get the inside track and data to support your business case for CX.
Customer experience (CX) is one of the most important factors influencing customer satisfaction, loyalty, retention and revenue. However, measuring CX can be challenging and complex, especially with existing systems that are often too subjective, retrospective and non-representative®.
If you are a senior business person or a customer experience professional who wants to gain organisational support for your efforts, produce actionable plans that improve customer experiences and build credibility for your CX efforts, then you need a new and innovative system to help you measure CX effectively and efficiently.
Some of the common challenges and limitations of existing CX measurement systems are:
They rely too much on subjective feedback from customers, such as surveys or ratings, which can be influenced by various factors such as mood, memory or social desirability
They are too retrospective, meaning they capture customer opinions after the experience has occurred, which can miss important moments or emotions during the experience
They are not representative, meaning they only capture a small sample of customers willing or able to provide feedback, which can skew the results or miss important segments or personas.
Some of the recent findings make for stark reading:
According to a McKinsey survey, the typical CX survey samples only 7 per cent of a company’s customers, providing an extremely limited view of what customers experience and value[1]
Another McKinsey report states that nearly two-thirds of respondents ranked the ability to act on CX issues in near real-time as among their top three priorities, but only 13 percent of leaders expressed certainty that their organizations could achieve this level of rapid insight through existing systems[2]
Too much subjective data often makes aligning customer goals with business outcomes difficult. Getting lost in the sheer mass of available data is far too easy.
These challenges can lead to inaccurate or incomplete data on customer experiences, resulting in poor decisions or actions that do not address customers’ real needs or expectations. This can ultimately affect customer satisfaction, loyalty and retention.
So how can you enhance your CX measurement with objective, fact-based and actionable approaches?
How can you connect a modern CXMS to business goals and outcomes?
One way is to adopt approaches that add to existing CXM systems by incorporating six elements that directly measure experiences: How Easy, How fast, How convenient, How trackable, How personalised and How predictive.
Combine those measures with a unifying model, such as the Customer Performance Landscape® and directly link the customer experiences with business goals.[3]
The CEMMethod® Customer Performance Landscape®
Over the last decade, we have codified these best CX measurement practices into the Customer Experience Management Method® (CEMMethod®). These approaches are based on leading global companies’ ‘next’ practices. Sometimes, the Customer Experience 6 (CX6) measurement approach has completely replaced previous systems like CSAT and NPS.
The CX6 includes easy-to-measure elements across all experiences and can produce results from a simple and quick analysis. The approach will ensure full support from the business leaders and put all your CX efforts on steroids. It also doesn’t mean you have to abandon those dated approaches to CX measurement – you can either implement CX6 as a complementary approach or as a complete standalone system.
If you would like to see how the CX6 can help we invite you to join our upcoming webinar on measuring customer experience with CX6.
In this webinar, you will learn:
What are the main challenges and limitations of existing CXM systems
What are the six elements of CX6 and how they relate to customer expectations and preferences
How to measure each element of experience using different methods or tools
What are the main benefits of using CX6 for organizations and customers
How to use CX6 in practice with a live demonstration
By attending this webinar, you will discover how CX6 can help you overcome the challenges of existing CXM systems and deliver better outcomes for both customers and organizations. You will also get to ask questions or share feedback on our presentation.
Take advantage of this opportunity to learn how to measure customer experience with CX6: a new and innovative system. Register now by clicking this link https://cemnext.com/cxm_landing and reserve your spot today!
Get yourself and your colleagues ‘upskilled’ with the Accredited Customer Experience Professional® to acquire the latest tools, techniques, and proven approaches to winning with Customer Experience.
RECOMMENDED QUALIFICATION: The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP
If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.
Are you looking for a way to enhance your customer experience? Do you want to become a qualified Accredited Customer Experience Master?
Look no further than our 4-day online live program! Our program introduces and coaches you with ‘state of the art’ tools and techniques from the CEMMethod, a proven, tried and tested approach to enhancing customer experiences.
You will complete offline exercises, ideally based on your work, and on successful completion of ten exercises, you will become a qualified Accredited Customer Experience Master®.
Through your work you will then immediately be able to deliver the Triple Crown of benefits – lowering costs, growing revenues, improving service and increasing customer loyalty.
Imagine having the ability to deliver exceptional customer experiences through your organization’s processes, people, and systems. Our program connects you with the means to do just that. You’ll have access to the latest insights and strategies to take your customer experiences to the next level.
Join over 140,000+ professionals who have already taken the first step towards becoming Accredited Customer Experience Masters. Sign up for our 4-day online live program today and start transforming your customer experience success!
Review the Twelve Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html
Customer Experience Frequently Asked Questions – the first we look at is ‘What is Customer Experience Management?”
This and eleven other Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html
So what exactly is Customer Experience Management (CEM)?
Customer Experience Management (CEM or CXM) is a strategic and operational approach commonly used as a competitive differentiator. It involves aligning every aspect of an organisation towards delivering customer needs and successful outcomes no matter how far removed the customer is perceived to be.
This includes:
Customer journey – what the customer does, expects and feels.
Customer Interactions.
Supporting internal process.
Associated team and hierarchy structures.
Performance metrics.
Digital capabilities.
Vision, mission & strategy.
Typically, companies who engage in Customer Experience Management activities outperform those who do not.
Customer Experience Management (CEM) is the practice of proactively managing customer interactions, perceptions, and emotions to create positive customer experiences throughout the customer journey.
It involves understanding customer needs, preferences, and expectations and then creating tailored experiences that meet these needs, that are memorable and leave a lasting impression.
CEM also requires connecting the customer experience to the means of delivery, such as the organisation’s people, processes, and systems. This means that CEM requires a comprehensive understanding of the customer journey and ensuring that the organisation’s people, processes, and systems can work together to provide a seamless experience that meets customer needs and expectations. Additionally, CEM requires a focus on developing customer relationships and fostering loyalty by providing ongoing support, feedback, and value
Review the Twelve Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html
The latest research into Customer Experience Management makes stark reading. get the inside track and data to support your business case for CX.
This is what Forrester is predicting. Not just any pip squeak research company. When a CX authority says something like that, you must sit up and pay attention.
Ask yourself why this might be the case, and quickly, you will realise many CX initiatives are not adequately connected to delivering business benefits. Have you secured your CX efforts to win the triple crown (simultaneously growing revenues, reducing costs, and improving service)? If you haven’t, you may become that one in five.
Here’s some of the latest research from CX authorities (with several interesting data points).
Report
Source
URL
Prediction
Five Predictions For The Future Of Customer Experience
By 2023, employee experience will overtake customer experience as the leading “experience” focus and investment.
NPS has run its course
The Customer Experience organisations that win every time
The thriving CX initiatives connect their efforts with business benefits in everything they do. This gets the continual and sustained support of the top team. Abandon those flakey metrics and aim to get more scientific about the customer experience.
How to win the Triple Crown?
Get yourself and your colleagues ‘upskilled’ with the Accredited Customer Experience Professional® to acquire the latest tools, techniques, and proven approaches to winning with Customer Experience.
RECOMMENDED QUALIFICATION: The Accredited Customer Experience Professional® (ACXP): https://bit.ly/GCCACXP
If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.
Customer service and customer experience are often used interchangeably, but they differ.
Customer Service is providing support and assistance to your customers before, during, and after they purchase your products or services.
Customer Experience is the overall impression and perception that your customers have of your brand based on their interactions with you across all touchpoints and channels. Customer service is a part of the customer experience, but not the only one.
Why are customer service and customer experience important for your business?
Because they can make or break your relationship with your customers and, ultimately, your business results.
According to a report by PwC, 73% of consumers say that customer experience is a critical factor in their purchasing decisions, and 32% of consumers say they would stop doing business with a brand they loved after one bad experience.
On the other hand, 86% of consumers say they are willing to pay more for a great customer experience, and 65% of consumers say that a positive experience with a brand is more influential than great advertising.
So, how can you provide excellent customer service and customer experience to your customers, and reap the benefits of increased customer retention, loyalty, advocacy, and revenue? Here are some tips and best practices to help you:
1. Understand your customers’ needs, preferences, and emotions.
The first step to creating excellent customer service and experience is knowing who your customers are, what they want, how they feel, and what they expect from you. You can use various methods to gather customer insights, such as surveys, feedback forms, interviews, focus groups, social media, analytics, and customer journey mapping. Customer journey mapping is a powerful tool that helps you visualise and understand your customers’ journey from their first contact with your brand to their post-purchase behaviour and identify the pain points and opportunities along the way.
2. Design and deliver a seamless and personalised customer experience across all touchpoints and channels.
The next step is to use the customer insights you have gathered to design and deliver a customer experience that is consistent, convenient and customised for your customers across all touchpoints and channels, such as your website, mobile app, email, social media, phone, chat, in-store, etc. You can use various techniques to enhance your customer experience, such as user interface design, user experience design, content marketing, personalisation, omnichannel integration, etc.
3. Provide proactive and responsive customer service to your customers before, during, and after they purchase your products or services.
The third step is to provide customer service that is proactive and responsive, meaning that you anticipate and address your customers’ needs and issues before they arise, and respond to them quickly and effectively when they do. You can use various tools and platforms to improve your customer service, such as chatbots, live chat, self-service portals, knowledge bases, FAQs, social media, phone, email, etc.
4. Measure and improve your customer service and customer experience over time.
The final step is to measure and improve your customer service and customer experience over time by collecting and analysing customer feedback, satisfaction, loyalty, advocacy, and other metrics, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Customer Lifetime Value (CLV), etc. You can use various methods to collect and analyse customer data, such as surveys, feedback forms, reviews, ratings, testimonials, referrals, social media, analytics, etc. You can then use the data to identify the strengths and weaknesses of your customer service and customer experience and implement actions to improve them.
5. Customer service and customer experience are a marriage made in heaven
Because they aim to create a positive and lasting relationship with your customers and boost your business results. By following the tips and best practices above, you can provide excellent customer service and customer experience to your customers and enjoy the benefits of increased customer retention, loyalty, advocacy, and revenue. Customer service and customer experience are not optional but essential for your business’s success.
Start today and transform your customer service, customer experience, and business.
The BPGroup Accredited Customer Experience Masters® (ACXM) Programtakes BPM & CEM Training to an entirely new level.
Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change
> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 14) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars
The Accredited Customer Experience Professional/Master difference
This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation. These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!
Uncover CX/Process Improvement opportunities in just hours
Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
Innovate to compete, set the market trend and even dominate your industry
Advance Net Promoter Score and Customer Satisfaction to the next level
Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately
