Your weekly excuse to ghost Slack for 10 minutes. Get proven ideas from CX Passport’s expert guests...quick, sharp, and right to your inbox (You're not following the pod yet? Watch at www.youtube.com/@cxpassport Listen at www.cxpassport.com)
One in Four. And You’re Not Designing for Them.
|
CX Passport
Your weekly excuse to ghost Slack for 10 minutes. Get proven ideas from CX Passport’s expert guests...quick, sharp, and right to your inbox (You're not following the pod yet? Watch at www.youtube.com/@cxpassport Listen at www.cxpassport.com)
Most companies think they're talking to their customers. They're not. They're talking at them. There's a difference. A big one. The FAQ page, the knowledge base, the social posts, the email campaigns ... those are broadcasts. Carefully packaged, one-directional, designed to answer questions before anyone asks them. Efficient. Scalable. And completely missing the point. Because no matter what you build, customers still want a human. They always have. The volume of resources you throw at them...
The Wrong Debate There’s a divide in most organizations. The people responsible for the numbers sit in one set of conversations. The people responsible for the customer sit in another. Both groups care about growth. Both groups want results. But they approach decisions from different starting points, and the gap becomes clear in how the business operates. In this week's CX Passport, The One With the CFO Who Thinks Like a Customer, Mohamed Isa brings a unique perspective to CX leaders... he’s...
They think they know what's needed In Episode 254 of CX Passport, Lisa Guzman talks about how startups often believe they already know what their customer experience operation needs. They usually don’t. Founders are brilliant at product. They’re bold with vision. They’re comfortable with risk. But when it comes to CX infrastructure, many of them assume the basics are already handled. An inbox becomes a ticketing system.Response volume becomes the performance metric.Support becomes something...