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What Customer Innovation Looks Like

Universeglass_largerPhoto by Mpires. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.

What is this a picture of? Stars? A bunch of cool lights?

It’s actually a picture of the inside of a blue glass.

It’s also an example of seeing an everyday object from a new perspective.

Attending the Total CX Leaders Conference gave me an amazing opportunity to see and learn about customer experience from new perspectives. Last month, I shared highlights from four sessions about Omni-channel, best practice frameworks, customer journey mapping and driving innovation.

Here are highlights of four more Total CX Leaders Conference sessions:

Use and share these ideas to help grow your organization and change the way you innovate for your customers.

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Customers 1st: How to Change Culture through Experience Design

Photo by Daniel Christensen. Bacardi Building, Miami, Florida. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.

Photo by Daniel Christensen. Bacardi Building, Miami, Florida. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.

How can you change your culture to encourage employees to better serve your customers?

Attend the Total CX Leaders Conference, June 3-4 in Miami, Fla. to learn more! This year’s event will help you “learn how to listen to your customers, understand their differences and set the foundation to build a roadmap to create a seamless experience for modern customers.”

As guest blogger, I will post daily to IIR’s The Market Research Event blog and to Starry Blue Brilliance.

In the meantime, check out my latest weekly pre-event post, “How to Change Culture through Experience Design.” You’ll learn how to create a sustainable culture of learning and innovation.

Here are other ways to stay connected with this event:

  • twitter.com/#TCXL15
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/Total Customer Experience Leaders

Please share with your networks – let’s keep the conversations going!


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Customers 1st: Customer Privacy in the World of Big Data

Photo by Jimmy Baikovicius. Miami, Florida, U.S. This file is licensed under the Creative Commons Attribution-Share Alike 2.0 Generic license.

Photo by Jimmy Baikovicius. Miami, Florida, U.S. This file is licensed under the Creative Commons Attribution-Share Alike 2.0 Generic license.

In the world of big data, how do you effectively protect your customers’ personal data?

Attend the Total CX Leaders Conference, June 3-4 in Miami, Fla. to learn more! This year’s event will help you “learn how to listen to your customers, understand their differences and set the foundation to build a roadmap to create a seamless experience for modern customers.”

As guest blogger, I will post daily to IIR’s The Market Research Event blog and to Starry Blue Brilliance.

In the meantime, check out my latest weekly pre-event post, “Customer Privacy in the World of Big Data.” You’ll learn what big data really is – and what it isn’t.

Here are other ways to stay connected with this event:

  • twitter.com/#TCXL15
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/Total Customer Experience Leaders

Please share with your networks – let’s keep the conversations going!


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Customers 1st: How to Create Game-Changing Market Differentiation

Photo: Miami downtown by Towpilot. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.

Photo: Miami downtown by Towpilot. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.

What can you do to make a “game-changing” difference in your marketplace share and position?

Attend the Total CX Leaders Conference, June 3-4 in Miami, Fla. to learn more! This year’s event will help you “learn how to listen to your customers, understand their differences and set the foundation to build a roadmap to create a seamless experience for modern customers.”

As guest blogger, I will post daily to IIR’s The Market Research Event blog and to Starry Blue Brilliance.

In the meantime, check out my latest weekly pre-event post, “How to Create Game-Changing Market Differentiation.” You’ll learn how to deliver a personalized and engaging customer experience across channels.

Here are other ways to stay connected with this event:

  • twitter.com/#TCXL15
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/Total Customer Experience Leaders

Please share with your networks – let’s keep the conversations going!


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Customers 1st: How to Transition to an Omni-Channel Culture

Miamimetroarea

Photo: Photo taken from helicopter ride Jan. 2006. This work has been released into the public domain by its author, Miamiboyz at the English Wikipedia project. This applies worldwide.

What is omni-channel and how do you create an omni-channel culture?

Let’s find out together at the Total CX Leaders Conference, June 3-4 in Miami, Fla. This year’s event will help you “learn how to listen to your customers, understand their differences and set the foundation to build a roadmap to create a seamless experience for modern customers.”

As guest blogger, I will post daily to IIR’s The Market Research Event blog and to Starry Blue Brilliance.

In the meantime, check out my latest weekly pre-event post, “How to Transition to an Omni-Channel Culture.” You’ll learn how to provide a seamless customer experience across your company’s digital and physical touch points.  

Here are other ways to stay connected with this event:

  • twitter.com/#TCXL15
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/Total Customer Experience Leaders

Please share with your networks – let’s keep the conversations going!


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Customers 1st: Focus on the Front Lines of the Customer Experience

Skyline_over_Miami_beach_USAPhoto: Beautiful view of the skyline over Miami Beach, Florida, USA by Ethically Yours. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.

“Customer service is not a department, it’s everyone’s job.” – Anonymous

I truly believe this. I created Starry Blue Brilliance as a resource for us to help our organizations succeed. I’m also dedicating my time for the second year in a row to support the Total CX Leaders Conference, June 3-4 in Miami, Fla.

This year’s event will help you “learn how to listen to your customers, understand their differences and set the foundation to build a roadmap to create a seamless experience for modern customers.”

During this event, I will post daily to IIR’s Customers 1st blog and to Starry Blue Brilliance.

In the meantime, check out my latest weekly Customers 1st pre-event post, “Focus on the Front Lines of the Customer Experience.” You’ll learn why and how “the customer’s perception is your reality.”

Here are other ways to stay connected with this event:

  • twitter.com/#TCXL15
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/Total Customer Experience Leaders

Please share with your networks – let’s keep the conversations going!


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Customers 1st: How to Win the Customer Experience Battle

Easter-sunrise-south-beach-miami-04-08-2007-by-tom-schaefer-miamitom-for-wikipedia-03Photo: Easter Sunrise from South Beach by Miamitom. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.

On March 17, I announced my second-year blogging adventure for the Total CX Leaders Conference, June 3-4 in Miami, Fla.

This year’s event will help you “learn how to listen to your customers, understand their differences and set the foundation to build a roadmap to create a seamless experience for modern customers.”

During this event, I will post daily to IIR’s Customers 1st blog and to Starry Blue Brilliance.

In the meantime, check out my latest weekly Customers 1st pre-event post, “How to Win the Customer Experience Battle.” You’ll learn why and how “customer experience is the next competitive battleground.”

Here are other ways to stay connected with this event:

  • twitter.com/#TCXL15
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/Total Customer Experience Leaders

Please share with your networks – let’s keep the conversations going!


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How to Prepare for the Customer of the Future

 

Day_EndPhoto by Barry Haynes. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.

How can YOU prepare for the customer of the future?

Join me June 3-4 in Miami, Fla. for the Total CX Leaders Conference sponsored by the Institute for International Research USA (IIR USA). This year’s event will help you “learn how to listen to your customers, understand their differences and set the foundation to build a roadmap to create a seamless experience for modern customers.”

With hands-on workshops and featured speakers from companies like AT&T and Marriott International, the Total CX Leaders Conference “brings together thought-leadership to focus on higher level thinking around the strategic alignment of customer strategy, technology and business aspirations.”

2015 content areas include:

  • User Experience Design
  • Data-Rich Insights & Analytics
  • Digitizing the Customer Journey
  • Customer Loyalty
  • Design Thinking
  • Omnichannel Experience
  • Analyzing and Measuring VOC
  • Aligning Data Touchpoints
  • Customer Centric-Culture
  • Customer Behavior Trends
  • Translating Insights into Actions
  • New Technologies & Methodologies
  • Big Data Initiatives

This is my second year as a guest blogger for this event. I will post daily during this timeframe to IIR’s Customers 1st blog and to Starry Blue Brilliance.

Here are other ways to stay connected with this event:

  • twitter.com/#TCXL15
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/Total Customer Experience Leaders

Be sure to check it out, and please share this information with those who might be interested in attending this event.

In the meantime, watch for my pre-event and post-event stories on LinkedIn, Twitter, Google+, Customers 1st blog, and my blog. Please share with your networks – let’s keep the conversations going!

Thank you for following and engaging. I’m very excited about helping you prepare for the customer of the future!


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Customer-Centric Culture: Why it Matters and How to Measure it

Flickr_-_paul_bica_-_interiorPhoto by paul bica

“A great customer experience can only be delivered by someone who wants to give it.” – Ian Luxford, Learning Services Director, Grass Roots

During last week’s Total Customer Experience Leaders Summit, Bill Barnes, Senior Vice President, Client Services and Jaci Jarrett Masztal, Ph.D, Vice President, Practice Leader from Burke Inc., presented “Customer-Centric Culture: Why it Matters and How to Measure it.” Bill and Jaci contend that the employee engagement process and the customer experience process, which are usually separate management processes in many organizations, be brought together to improve organizational performance.

The premise of this approach is that a high level of employee engagement is critical to creating and enhancing positive customer experiences leading to customer engagement. To improve employee engagement, organizations should focus on ways to:

  • Improve job performance
  • Provide more job growth opportunities
  • Enhance Talent Management
  • Better serve various internal stakeholder needs
  • Improve commitment and retention
  • Enhance customer service

A customer-centric culture that actively focuses on what is best for the customer is a critical factor in improving organizational performance. Customer centricity is a part of all organizational aspects including leadership, strategy, decision-making, operations and in ongoing job functions. It’s also important to remember that culture is:

  • Broader – it’s more than an initiative
  • Cross-functional, enterprise-wide
  • Long-term strategy
  • Motivation, focus, behavior
  • Multi-dimensional

A challenge for most organizations is determining how measure a customer-centric culture. Measurement allows a true gap analysis and a baseline to track change and assess impact. At Burke, Bill and Jaci help their clients to measure their culture with The Customer Centricity Index, which measures across these six important dimensions:

  • Leadership & Strategy
  • Messaging & Modeling
  • Employee Understanding & Commitment
  • Product & Service
  • Excellence Support & Tools
  • Recognition & Appreciation

Leadership drives the strategy and culture which sets the foundation for Who, What, and How, all of which drive and support customer engagement and business success. Employees believe the products and services are worthy and are equipped to deliver. Employees are recognized and rewarded for the customer-centric behaviors reinforced and repeated. Full customer centricity is achieved when the organization has a collective mindset of doing what needs to be done to the benefit of the customer.

Does your organization have a customer-centric culture? How do you measure it?


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Creating an Effective Customer Story Starts with Empathy

1024px-Suspended_Toronto

Photo by paul bica

I thoroughly enjoyed being a part of the Total Customer Experience Leaders Summit (TCEL) last week! I met some great people and learned more about creating an effective customer story.

Here are some key nuggets of information to help your organization transform the value they create for customers, employees and other key stakeholders by understanding your audiences’ key emotional drivers:

Stay tuned for additional TCEL highlights this month. Thank you for continuing to follow these updates and sharing your experiences and ideas!

What are some good conferences you’ve attended recently?