Do you know what a touchpoint really is? How about what customer experience journey mapping is all about? We tackle a few subjects in Customer Experience to educate all of us!

1. Customer
Experience
Education
September 2013

2. Many business leaders are still in the
dark about the tools and principles of
Customer Experience Investigation®.
During Customer Experience Education
month, we explored and defined key
terms and practices, as well as some
real-life examples of CX design and
evaluation.
It’s all about participation and discussion. How do
you study the true Customer Experience?

3. It’s invigorating to continue learning new things.
We’ve decided to go back to school ourselves, and
study customer experience education. Not only is it
nice to get back to the basics, but it’s fun to keep
learning as we go! We hope you’ll join us in the class
discussions!
Click to Read

4. It’s not easy to make calls to strangers. But that’s no
excuse for them to waste our time with poorly
planned and executed sales calls. It’s time to expect
more from those making these calls. Here is a quick
list of ways salespeople could provide a better B2B
sales experience.
Click to Read

5. Designing a website is known to be a long and
exhausting process for both the designer and the
client. We have a special guest lecture from design
extrordinaire CASUDI Di Diego who teaches how to
create a better experience for everyone involved by
designing a fab customer experience.
Click to Read

6. It’s time to dig into our Customer Experience
Education coursework with a class trip! To help us
define Customer Experience Investigation™ for
ourselves, we had the opportunity to spend the day
with Jeannie Walters, a real Customer Experience
Investigator™.
Click to Read

7. Creating a good customer journey map is a huge and
exhausting endeavor that can really pay off it’s when
complete, but finding the right approach is key. Here
are just a few of the ways you can tackle learning
about the true terrain your customers trek through
just to buy your products or services.
Click to Read

8. It’s not always about metrics and complicated
processes- sometimes it’s all about being human.
Special guest Sean McGinnis tells his story about a
simple interaction that won his loyalty over a
competitor he had actually always been satisfied
with.
Click to Read

9. The cursed ones- the ones who create a toxic
environment at the workplace. Have you ever met
one of those people? They often think the world is
out to get them. Though we don’t really need to
know what makes them tick, we do need to identify
them before they poison our staff!
Click to Read

10. Yes and no, Wikipedia! Touchpoints are more than
just business jargon. Understanding your customer
touchpoints could help you stay ahead in
meaningful ways. Read more about what a customer
touchpoint really is. Your customers will thank you!
Click to Read

11. Welcome again to our CX Ed podium design
extrordinaire CASUDI Di Diego! Her expertise in
interior design shows us why it’s more important to
create an experience that suits your customer’s
lifestyle over something flashy and pretty that might
not work for them in the long run.
Click to Read

12. As customers, we now expect ALL companies to be
responsive via social media. Recent studies from
Ambassador and Social Bakers reveal how
mismatched our expectations are with reality. Avoid
these 5 common mistakes and be among those few
companies who actually “get it.”
Click to Read

13. Without exception, I have witnessed amazing
insights into how companies can do business better
through the exercise of customer journey mapping.
Here are some of the most common ways examining
the customer experience leads to improvement
within the organization.
Click to Read

14. CEO of Konstant Change Marti Konstant says,
“Because I am a digital marketer, and I can’t help
myself, I did what I usually do with a newfound
passion. I did research. Grounded in context, and
sprinkled with a bit of philosophy, this is what I
found.” Read on for more insight!
Click to Read

15. People are finally starting to get what Customer
Experience really means and why it’s so important.
So I decided to let you know why I am so passionate
about the subject! Here are the reasons I believe
customer experience is the key to happy customers,
employees and people in general.
Click to Read

16. What IS the value of customer experience? Whether
measured by your customers or from within your
organization, the value of customer experience can
be measured in so many ways. Here are some ways
to gauge the value of your customer experience
from the inside and the outside.
Click to Read

17. When you evaluate customer touchpoints, the
potential impact of each one on the total customer
experience should be considered. Reality is, the little
things like one, just ONE impersonal email, cripple
the customer experience. Read more about it, and
enjoy some fun examples!
Click to Read

18. (You gotta click for a closer look!)
Don’t let the “micro” part fool you- microinteractions often have a huge
impact on the customer experience. That is why we just can’t get enough of
‘em! So get social with us! Send us yours and maybe it will be featured next
month!

19. CXI®Club Newsletter
Thanks to our community for joining us in our class discussions during
Customer Experience Education month. Want to join in? You’ve already
found us, so let’s stay in touch!
@jeanniecw Google+ Pinterest
360Connext CXI® Club Instagram
Jeannie Walters @360Connext RSS
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