CX Press

There are so many great customer experience articles to read but who has the time? We summarize them and offer clear takeaways you can implement, starting tomorrow. Enjoy this segment of CX-PRESS where we read the articles so you don’t need to!

Episode 37: Why Customers Expect a Living Brand Experience

The shift in CX towards a living brand experience, the ins and outs of real estate listings, and why the last day of a customer’s experience is as important as their first day.

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Episode 36: The Role Messaging and Automation Will Play in the Future of Customer Service

Why direct messaging is crucial to the customer experience of tomorrow when a “free” cruise isn’t really free, and how a CEO reports to his employees.

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Episode 34: The Little Things You Can Do to Create Surprise and Delight

How one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and what blockchain means for the future of CX.

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Episode 32: Why Adding Friction Early in the Customer Experience Can Create Investment

What the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to making great introductions.

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Episode 31: How Virtual Reality Will Impact Customer Experience

[The future of virtual reality in the customer experience, the effects of fiction coming to life on the big screen, and how the future is (or isn’t) all about VR.

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Episode 30: Why Post-Purchase Engagement is the Key to a Successful Brand

How brands are using post-purchase engagement to position themselves in the lives of their customers, how one company turned a typo into viral marketing, and our listeners weigh in on the highs (and lows) of the hotel experience.

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Episode 29: How Your Customer Service Response Can Turn a Bad Experience Into a Remarkable One

How Peloton’s customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC’s clever response to a chicken shortage.

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Episode 28: How an Unexpected Customer Experience Becomes Remarkable

How even a restroom can make for an unexpected customer experience, what most businesses miss about the importance of employee interactions, and why simple is good for everyone.

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Episode 27: How Small Customer Experience Improvements Can Add Up

How small customer experience improvements can add up to big changes, why signs tell you more than just where the bathroom is, and the do’s and don’ts of return policies.

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Episode 26: How to Turn Mistakes into Customer Experience Opportunities

How you can turn mistakes into customer experience opportunities, IKEA’s risky marketing move that pays off, and what we can learn from a great meal delivery service.

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