by Christopher S Penn | Jun 18, 2018 | Customer Experience, Business, Customer Service, Marketing, Strategy
Adam asks, “What is customer experience? Is it the same as customer service?” Modern customer experience management, as a discipline and a profession, is an amalgamation and evolution of four sub-disciplines: Voice of the Customer (1993) Design Thinking...
by Christopher S Penn | May 2, 2018 | AI, Artificial Intelligence, Chatbots, Customer Experience, Customer Service, Machine Learning, Marketing, Marketing automation, Marketing Technology
Hamid asks, “Should my business deploy a chatbot for marketing and customer service? What are the reasons or risks?” Chatbots – and any form of automation – promise a programmatic, uniform customer experience. There are two considerations for making this...
by Christopher S Penn | Mar 2, 2018 | Customer Experience, Business, Customer Service, Strategy, Video
This toilet paper dispenser inspired me to share some thoughts on customer experience, business strategy, and what companies do most wrong: put themselves before the customer. Can’t see anything? Click here to watch on YouTube. You might also enjoy: How I Think...
by Christopher S Penn | Sep 18, 2017 | Customer Experience, Customer Service
Here’s a brief thought exercise. Would you hire this employee? If they were on your staff, would you retain them? Punches the clock exactly, and refuses overtime without significant compensation Does the absolute minimum work possible to not get fired Spends their...
by Christopher S Penn | Sep 11, 2017 | Advertising, Customer Experience, Customer Service, Marketing, Presentations, Productivity
Service is the dominant form of industry these days. Everything is a service; in fact, -as-a-service is appended to an enormous number of industries. We have software-as-a-service. (the online apps economy) We have platform-as-a-service. (the API economy) We have...
by Christopher S Penn | Aug 18, 2017 | Customer Experience, Customer Service, Marketing, Strategy
Customer experience, or CX, has been and continues to be a hot topic for businesses seeking higher marketing ROI and longer customer retention. As with any seemingly new topic, we’ve lots of jargon to contend with. What is CX? How is it different from previous...