Customer Journey Critique - To protect and smile

Posted by Steve Whittington on Sep 11, 2017 9:27:27 PM

Edmonton Police Service logoA little while ago I had to get a reference check for a non-profit board I serve on.  I audibly groaned at the thought, but it needed to be done.

My perception versus the reality of what occurred was night and day, in fact I could say I was delighted by the experience with the Edmonton Police Service.  Who says that?

Well I do, at least for this experience.  In keeping with my desire to review a business every month (I missed August) against the four stages of the Customer Journey, I thought why not review a public service? To kick-start the critique, this is my Net Promoter Score for the EPS background check:

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Topics: customer journey critique, Edmonton police service, Customer Journey, Blogs

Supporting causes with content from the Dalai Lama to the United Nations with Katrina German

Posted by Steve Whittington on Jul 24, 2017 1:23:11 PM

Katrina German calls herself a Saskatchewan gypsyKatrina German. To date she has had an interesting career and I expect it will continue to be very interesting.  She is an individual dedicated to helping individuals and organizations tell their story. It is through stories that causes and ideas get amplified. Katrina's slogan: “I make good ideas louder. “

Katrina is a seasoned executive, leader, and strategist that has influenced millions of people through digital storytelling and online media.

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Topics: Podcasts

Customer Journey 8 key metrics to measure

Posted by Steve Whittington on Jul 6, 2017 4:32:46 PM

4 Stages of the Customer JourneyMany will say a great customer journey is accomplished with great customer service at every touch point of that journey. Many experts say that creating a great customer experience is simple, you just need to genuinely care about your customer.  If it’s so simple, why are so many brands falling down?  Perhaps it is because they are not gathering the objective facts measuring their customer journey. Case in point: 80% of companies believe they deliver superior customer service but only 8% of people believe these same companies deliver superior customer service (source: Lee resources). This is a massive disconnect which I believe is occurring because the customer journey is not being measured and looked at as a whole.

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Topics: customer experience, Customer Series, Customer Journey

Customer Journey Critique - A cut above the rest

Posted by Steve Whittington on May 10, 2017 10:58:51 PM

In an effort to further study the Customer Journey, I have taken observations beyond the myopic environment of the brands I serve to the broader marketplace.  I am proposing a monthly review of a business where I will describe how the customer journey was for me and critique the four stages of the customer journey. If you need a reminder of  the four stages of the customer journey, it is outlined in this blog.

This week I am starting with a B2C service brand. To kick start the critique, this is my Net Promoter Score for the brand in question:

On a scale of 1- 10; 1 being the least likely and 10 being the most likely, how likely are you to recommend this brand to friends, family and colleagues?

9

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Topics: customer experience, customer journey critique, Customer Series, net promoter score, Customer Journey, Net Promoter System, Blogs

Making Things Mobile with Chad Jones

Posted by Graphic Intuitions on May 10, 2017 8:05:47 AM

Chad JonesOn this episode of The other 99 % the guest is Chad Jones. Chad is the CEO of  Push Interactions, formerly CollegeMobile, is an award-winning developer of customized smartphone and tablet applications for organizations, specializing in Apple iOS, AndroidTM, BlackBerry®, and Windows® Phone. Push’s feature-filled mobile apps are designed to improve customer retention or workplace productivity. Push’s vision is to improve quality of life through quality technology.

Push develops apps for industries such as higher education, financial, retail, and healthcare. Push has collaborated with over 50 clients and has developed over 90 applications. Some of Push’s clients include: Federated Co-operatives Limited, Affinity Credit Union, Credit Union Central of Canada, itracks, LearnZillion, Axon Development, and Saskatoon Regional Health Authority.

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Topics: Podcasts

Codifying the Customer Journey

Posted by Graphic Intuitions on Apr 17, 2017 11:04:37 AM

Unless you have been living under a rock, all organizations know that focusing on customer experience is the single initiative that brands can do to differentiate themselves in the marketplace and create value. This need is not just for service or retail organization but all organizations, including fabrication, manufacturing even the non profit sector. An entire industry has developed around teaching customer service to organizations. The challenge for a lot of organizations has been measuring the entire customer experience with metrics that can be referred to and improved upon. The entire customer journey can now be measured, in fact as you will see in this talk it has been codified.

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Topics: customer experience, Speaking, Customer Journey

The four stages of the Customer Journey

Posted by Steve Whittington on Mar 29, 2017 10:57:58 PM
Customer Journey can be a loop

As I look at the retail and service landscape, I see organizations failing to meet customer expectations.  The reasons are many: the customer can now educate themselves better than what most in-store representatives can provide.  A retail store is limited by the brands they offer versus the brand that a customer may want. The store itself is inconvenient; you have to travel to a location on your own time, often off route. Layer on top of this average customer service at best and it is easy to understand why customers are trying to go direct to brand or heading to e-commerce in ever increasing numbers.  E-commerce as a channel for service is creating an issue in and of itself for brands. While booking services online is a convenience for the customer, fierce cost comparisons are driving prices down and customer service training and staffing tend to get cut to remain price competitive.

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Topics: customer experience, Customer Series, Customer Service, Customer Journey

Do you believe the customer is the most important thing?

Posted by Steve Whittington on Oct 7, 2016 8:34:25 AM

customer-experience-excellenceThere is more focus on customer experience now than ever before. Interestingly enough, when you read why brands are focusing on the customer experience the reasons given are more excuses or accusations. What we're not seeing are brands aspiring to have a great customer experience because that's what best for their business. Typical reasons given include the following:

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Topics: customer experience, customer management, Customer Series, Customer Service, Marketing Series

The Leadership Lid...are you the lid?

Posted by Steve Whittington on Sep 17, 2016 9:16:40 AM

capped-potentialMany of us have been there: you report to someone that “doesn’t get it.” The frustration in the air is palpable. The leader of the group dictates the progress, the environment and ultimately the effectiveness of the team. The leader is the lid the team bumps up against in their desire to be more.

Every organization, every department, every team, board or division has a lid to its potential and that lid is its leader. The unit will only rise as high as the leader will allow it, either knowingly or unknowingly, based on the leader's capabilities. This principle is very self evident in professional sports: change the coach and the future of the team is changed without changing players.

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Topics: Leadership, features of leadership, Leadership lid, Leadership Series, Blogs

The Net Promoter System and why you need it

Posted by Steve Whittington on Aug 26, 2016 7:16:12 AM

happy-customerImagine a world in which your customers are so excited after shopping at your organization that they rush out to tell their friends and family.  If this happened with every one of your customers you wouldn’t need to spend a dollar on advertising because all your advertising would be done for you. (Well, this is a little bit of an exaggeration but you get the point).

Sales would sky rocket; earnings would double; staff, stakeholders and obviously customers would all be happier. This is not a fantasy world, this can be achieved by managing a rating by customers from one simple question “ How likely are you to recommend?”   It is called the Net Promoter Score.

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Topics: customer loyalty, Customer Series, Customer Service, Customer Journey, Net Promoter System, the ultimate question

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