The CXPod’s Post

When I meet new clients, one of the first things I ask for is their set of customer personas and journeys. I want to make sure the strategy and solutions we're building strengthen the brand experience. Unfortunately, many brands amazingly don't have recent, relevant artifacts to be their guide. As brands increasingly appreciate the power of high-quality, integrated customer experiences, CX Leaders are gaining more access to the C-Suite and the CEO. This presents an opportunity for leaders to redefine the role of CX. However, stakeholders often don’t fully understand the impact that experiences can have. I recently spoke with Bryan Wassel about how CX leaders can communicate the importance of CX in conversations with the C-Suite. By doing so, CX Leaders can help their organizations win share of mind, heart, and wallet. You can find more from our conversation on CX Dive at the link below. #CXLeadership #CustomerExperience #OrganizationalSuccess

Every journey has a memory How about having a pleasant one? You’ll want to relive it again and again! That's how journey mapping works. When people share their memories, they tell the story we created, not the actual experience. This is why journey mapping is essential. It helps us understand the true customer experience, not just the highlights they remember. Journey mapping captures every step of the customer journey, revealing insights that spontaneous stories can't. It identifies: - Pain points. - Unmet needs. - Opportunities for improvement. By understanding the entire journey, we can create better and more resonant experiences. Ready to gain deeper insights into your customer's journey? Start journey mapping today and transform their experience into a memorable one! -------------------------- Follow Waleed AlHamdan Consultant and coach for professional leaders Customer experience and business growth strategies expert #WaleedAlhamdan

Ever feel like your customer experience strategy is missing the mark? What if it could be your biggest growth driver? Creating seamless and personalized experiences isn’t just a nice-to-have—it's a business imperative. Whether you're struggling with customer retention or looking to gain that competitive edge, this article dives deep into crafting a customer experience strategy that leads to real results. From understanding key touchpoints to aligning teams, you’ll discover actionable insights that can transform how your business interacts with customers. Read more on the essentials of a successful customer experience strategy: https://lnkd.in/geEPSCqq #CustomerExperience #CXStrategy #BusinessGrowth #CustomerRetention #Leadership #TrueProject

• Shep Hyken's latest article explores why it is important to challenge what some put forward as customer experience fact. #cx #customerexperience #sales #success

🚀 The Future of Business Lies in Exceptional Customer Interactions 🚀 The message is clear: businesses that prioritize customer experience don’t just survive—they thrive. 💡 Key Takeaways from the Data: ✅ 97% of organizations are laser-focused on improving customer interactions in the next 12 months. ✅ 94% recognize that delivering consistent, positive experiences is critical for success—yet only 38% say they’re achieving this. ✅ 91% agree that better interactions don’t just serve customers—they drive operational efficiency. The gap between importance and execution is an opportunity. Companies that bridge it will lead their industries. Is your organization ready to rise to the challenge? Let’s make every customer interaction count. #CustomerExperience #Leadership #OperationalExcellence #CustomerSuccess #DrGurvinderKaur #TalmondConsulting

A great read on measuring CX efforts in terms of business outcomes Correctly attributing any campaign ROI where there is a multi-channel approach can be tough, and I'd argue this post provides a framework that is transferrable to campaigns as well. #CX #ROI

Difference Between Customer Experience Perception and Reality: "This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe. It’s what our customers say. Often, there is a big difference between our perception and the reality of our customers’ experiences. Some may be saying, “Shep, you’ve covered this before.” Yes, however, it is worth covering again, especially since my friend Steven Van Belleghem released his excellent book, 'A Diamond In the Rough', where he quotes a Bain & Company survey finding that “80% of CEOs think their company is customer-centric, but only 8% of customers agree.” One of my LinkedIn followers, Rajat Chawla, read my Forbes article about Van Belleghem’s book and asked, “What’s your best advice to bridge the gap?” As I always promise, if you reach out to me on any social channel and ask a question, I’ll answer it there or in my newsletter, videos, podcast, or on my TV show, Be Amazing or Go Home. So, here’s my answer:" Continue reading • Shep Hyken's latest guest post for Human-Centered Change & Innovation here: https://lnkd.in/gJrUkZt2 #customerexperience #psychology #marketing #leadership

💡 The challenge of finding growth 💡 Need more growth? But what if the answer isn’t in new markets or products, but right in front of us – in our customers? 🤔 Did you know that customer-centric companies grow 2x faster than their peers (Source: McKinsey & Company)? 📈 Focusing on the customer experience not only builds loyalty but also drives significant revenue growth. This graph shows how CX (customer experience) leaders have consistently outperformed their competitors since 2016. It’s proof that customer experience is not just a nice add-on to our strategies – it’s a real growth engine itself. 🚀 Ok, with growth impact being clear, but what would you guess – how does customer centricity impact profitability? Leave a comment with your view on it. 👇 #CustomerCentricity #GrowthStrategy #CXLeadership #BusinessGrowth #CustomerExperience

🚀 Double the Workshops, Double the Impact 🚀 This CX Day 2024, we’re bringing you two exciting workshops designed to help you master the art of customer experience. 🔸 The Power of Words. Elevate Your CX with Clear, Caring, and Compelling Language! In customer service, words can either build trust or destroy it. Join us to explore the art of crafting clear, caring, and compelling language that turns interactions into loyal relationships. Date: 1 October | Time: 16h00 - 17h00 GMT+2 🔸 How to Be Influential: Build Meaningful Connections & Cultivate Trust Take your leadership and customer relationships to the next level by learning how to build influence and trust in every interaction. Date: 1 October | Time: 14h00 - 15h00 GMT+2 💡 Don't miss this chance to supercharge your CX strategy and make a lasting impact on both your customers and your team! Let’s celebrate CX Day by coming together to create powerful, lasting change! Find the links to register in the comments below. #CXDay #CustomerExperience #LeadershipJourney

PART 2: In our second episode showcasing E.ON’s journey toward customer centricity, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, to examine the inner workings of journeys at E.ON. #cx #customerexperience #customercentricity #kundenerfahrungen #kundenzentrierung #eon #forrester