The CX Podcast

A 4-Part Framework for a Frictionless Customer Experience – Email Marketing Article

Ever wonder why your customers aren’t having a faster, smoother, or more appropriate journey with your company? If so, it could be due to friction in your business that’s slowing down or even ruining your customer experience. For example: when you survey your sales team, does everyone agree on what they’re selling? In many situations, the answer is shockingly, no. This causes friction. And it’s usually the result of customer experience being seen as an afterthought, rather than something designed…

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3 Ways To Improve Data Literacy – Email Marketing Article

Data is essential for all aspects of your business, but are you putting it to best use? Are you collecting, anaylyzing, and using your data in ways that benefit your customers and improve their experience? To know that, we must first understand and prioritize data literacy. Data literacy means knowing how to read and understand data, so we can use it to make decisions, like giving your customers what they want the most. Right now, at a time of great…

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When Customer Experience Becomes An Existential Experience – Email Marketing Article

The COVID-19 pandemic has put many things into perspective – and customer experience is among them. We’re viewing things through a new lens, and CX is no longer about the value your product or service delivers. It’s about helping each other survive. Customer experience has become an existential experience. And when CX turns into something so essential to maintaining the livelihood of our customers, we have to revisit its deepest foundation – relationships. And Todd believes that differentiation — now,…

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Emotional Intelligence and The Power of Faces – Email Marketing Article

If the customer experience is based in how you make people feel, then emotional intelligence is one of the most important skills we can cultivate. You see, the success of your business is built on a foundation of relationships. And you build, maintain, and grow them through trust and rapport supported by emotional connection. And when it comes to reading these human emotions, the face is “the richest visual territory on the plant,” per today’s guest. Facial expressions truly reveal…

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Using Tech to Scale the Human Touch and Build Community – Email Marketing Article

Our companies rely on technology. So much so, that it plays an integral role in almost every aspect of how we run our business – from data collection and analysis to customer support and success. But have we let this dependency go too far? Are we losing that human touch with our customers in the process? If so, it’s time to bring it back. We need to use tech to bring the human aspects of our business to the forefront…

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A Circular Approach to the Customer Lifecycle with Wes Schaeffer – Email Marketing Article

How do you think of the customer lifecycle? Is it linear – starting with a prospect and ending with a customer? Or is it circular? The latter is your best bet if you want lifelong customers. And it’s as easy as ABC…DE. Then, repeat. This is because a customer journey doesn’t just have a beginning and an end.  The circular movement cultivates loyalty that will keep your customers coming back to you. If you’re not clear exactly what this means…

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The 6 Layers of Learning: Bloom’s Taxonomy – Email Marketing Article

  Apple Podcasts / iTunes | Google Podcasts | Google Play | Stitcher | Spotify   Because you’re visiting this post and listening to The Customer Experience Podcast, I can make one pretty good guess about you… You’re a learner. You intentionally seek out information, meaning that you actively learn as a regular part of your life. I’ll go out on another limb and say that in your day-to-day and week-to-week at work, at home, and everywhere in between —…

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The Context Marketing Revolution with Mathew Sweezey – Email Marketing Article

If we want to be more strategic marketers, we need to ask better questions. If we want to improve, we might ask: “How can we make our marketing better?” But the answer will only get us so far. On this episode of The Customer Experience Podcast, you’ll understand why this is and get several approaches to the answer. The foundational idea here is that consumers just aren’t motivated in the same ways they were just 5 or 10 years ago.…

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Uniting Customers and Brands Through Experiential Marketing – Email Marketing Article

  iTunes / Apple Podcasts | Google Play | Google Podcasts | Spotify | Stitcher     For companies, reaching customers is easy. But earning attention and building connection with them isn’t. Creating that unity between brands and customers is a challenge. But experiential marketing changes this. Because this type of marketing is about translating digital experiences into lived experiences. It creates more personal interactions with your customers and brings you together through hands-on experiences, so your brand truly resonates…

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Create Amazing Customer Experiences With “Slightly Better Than Average” – Email Marketing Article

    Shep Hyken is all about good habits. So much so, that he wrote a book about it – “Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence With Everyone.” In it, he explores ways to be successful in work and life. So, it’s no surprise that he knows what it takes to provide an amazing customer experience. To do this, we must jump into the habit of amazing every customer, every time. While that sounds…

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