The benefit of a total experience strategy, not just looking at the individual pieces of customer, user, and employee experiences, is that you build stronger robust digital experiences.
Your digital transformation strategy works best when you anchor it on providing real value to the customer. Using automation, data and tools in customer operations enhance the experience.
Sometimes we can’t fix a customer complaint. Tactical empathy helps you to focus on the customer instead of your short comings. To uncover the impact for the customer. And to open up alternate solution spaces.
Even customers are wired to remember the negative, you can make a positive customer experience with your brand more memorable. You can influence your customers to remember the value in what you do for them. In subtle and consistent ways.
I’m attending a free workshop by Stu McLaren about creating online memberships. I ‘m sharing so that you can benefit too. Even if it’s all new to you.
I’m irritated when someone reaches out with a connection request on LinkedIn, then quickly follows up with an ask for the sales call. I’m learning to ask what does that tell me about my own sales style. I need to ask for business in a way that not only works, but works for me.