and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
It’s All About The Customer Featuring Guest Annette Franz
- The only way you’re going to design a product or service that customers will want and need is to understand their pain points, what problems they’re trying to solve, and what they’re trying to do.
- Creating a product is grounded in data, insight and customer understanding. Customer understanding can be achieved in three ways: 1. Listen: Listening to the channels your customers are on and “listen” to existing customer data.
2. Characterize: Developing personas instead of target demographics or segments.
3. Empathize: Walk in your customers’ shoes and create a journey map
- Instead of always ending the customer experience with the survey, you can take an extra step by listening to your customers on places like social media. The goal is to be where your customers are when they want to provide feedback.
- A Persona is a researched-based representation of your ideal customer. Organizations can have multiple personas for customers that have similar preferences, likes, needs, and pain points.
- Five reasons why every organization should journey map: 1. There’s no better way to understand the experience, what’s going right and what’s going wrong.
2. Journey mapping helps you design new and better experiences.
3. They are great communication and training tools for employees. You can use journey maps to train employees on what the experience should look like and align your organization around the customer.
4. Journey maps allow you to show instead of tell, which increases your chance of getting an executive commitment towards CX transformation.
5. Journey maps give employees who don’t usually interact with customers a clear line of sight to the customer.
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