The CX Weekly 5×5 is the top 5 articles we read from the last 5 days. In this weeks roundup we have articles from @SethGodinBlog, @josephmichelli, @petekinser, @KateNasser and @custguru
Seth hit on the very simple message of fail to prepare, then prepare to fail! Spend time on the important bits, the spec, the prep and the finished result will be worth it!
Joseph walks us through recent research conducted with HBR as well as the 4 key steps that Mercedes-Benz took when recently transforming their customer experience to match their wonder products.
Joseph is a speaker, author, and organizational consultant with a strong focus on the total customer experience. He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author of The Zappos Experience, The Starbucks Experience, The New Gold Standard, & Prescription For Excellence.
N.B. – With Mercedes-Benz also being in last weeks 5×5 its only right i explain that unfortunately i am not sponsored by them!
With CX now becoming an ever increasing topic of interest, more and more companies are thankfully starting to introduce dedicated CX roles. Pete walks us through his advice for any CX leader to follow – Understand, Build, Communicate.
Pete is based in Denver, Colo. and is the Director of Experience Strategy at Universal Mind where he leads strategy, design, and research projects and teams. He is also Professor at the University of Denver where he teaches courses focused on design-thinking, user-centered design and customer experience.
In Kate’s latest article she shares with us her latest fantastic example of a great customer experience at a hotel she has visited recently. How Lina who works for the hotel delivered an experience that was far deeper than a smile! This covers the sincerity, consistency and human elements that are displayed when you empower great people to do what’s right for a customer.
Kate is a seasoned customer service professional, delivering as a consultant, trainer and speaker with her company, The People Skills Coach. Kate has worked for many corporate and government organizations in various industries. Organizations, professionals, and teams have an extraordinary connection with her She understands them and they trust her!
Vivek tells us how many companies fail by focussing on their competition instead of on their customers! Customers want your differentiated service so if all you are doing is keeping up with your competition, then you are not really offering anything more than them! A recipe for disaster!
Vivek is Co-Founder of Customer Guru and an extremely passionate customer-experience consultant. He has extensive experience in working with global brands to help them with their customer-experience strategies.
Until next week, have a great weekend and remember to enjoy the downtime with your loved ones or doing the things you love!
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