@jtwatkin @CustomerIsFirst @CxExcellence @CXpert @NicholasZeisler @shanegold @SueDuris @thatcxguytweets @annettefranz @rnanjad @luismelo78 @stephaniethum @kkmett @EJEngwall Hi @jtwatkin What’s a customer journey & why is it important? Journey maps bring deep understanding of how customers’ are thinking, feeling and experiencing. 😃 #cx #customerjourney

#Wordle 835 2/6 🔥🔥 ⬜⬜⬜🟩🟩 🟩🟩🟩🟩🟩

“Listening is the biggest and the most underused skill that helps drive empathy, and a lot of other things as well.” — @MurielMWilkins on the #RadicalCandor #podcast https://t.co/Medenhft7d

#Wordle 813 3/6 #nice 👌 ⬜⬜⬜⬜🟩 🟩🟩⬜⬜🟩 🟩🟩🟩🟩🟩

Customers are human, not a number #customer #leadership #csat #nps #cx #ex #customerservice

#Wordle 799 2/6 😍😍 🟩⬜⬜⬜🟩 🟩🟩🟩🟩🟩

This is why I use a Customer Journey Framework in CX strategy & service design • #cx #servicedesign #humancentereddesign #leadership #customerservice #customerjourney

Reading Gemma’s article on loneliness. She discusses from her POV, recent study & article by Paul McCarthy, it makes for sad reading. We need #human #connection so if you’r walking past, at the park or pub & someones by themselves don’t forget to give a nod or a smile to connect

#Wordle 785 2/6 😎 yeah baby! 🟨⬜🟩🟨🟨 🟩🟩🟩🟩🟩

@Schulbz @SandipKrGupta @jtwatkin @thecallcenterc1 @theccdoctor @mattberan @DebbieSzumylo @AilsDay @CXpert @mentalmarketer @CXAccelerator @CXCreator @adrianswinscoe @CxExcellence @NealDlin @GregOrtbach @jennysuedempsey @cxgoalkeeper @toister @stephaniethum @kkmett If we do an excellent job of delivering the evidence for #transformation - the customer / employee experience pain, the cost $ churn, low recommendation & organic growth, poor online reviews etc. then funding & prioritisation is not as arduous #cx #ex

@GregOrtbach In lodging a customer complaint Be #human - Introduce yourself - Keep calm - don’t be reactive - Prepare complaint info Remember you’re dealing with another human being #custserv

#AI has potential but will need volumes of touchpoint, #VoC, purchase data to orchestrate. The challenge is this is only small part of the customers’ story, missing is context, motivation & physical interactions i.e the customers’ perspective 🙏 for invite to comment #cx #ex

How are you putting customer needs at the center of your decision-making? • #customerservice #customerexperience #customer #leadership #leadershipquotes #csat #nps

But first coffee Sydney, Australia April 2033 • • • #coffeetime #coffeelover #coffeegram #coffeedaily #butfirstcoffee #wfh #wfhlife #doglover

Friday reflection on practising #empathy • • #empathyquotes #leadership #customercentric #EQ #humancentereddesign #servicedesign

But first coffee DTLA, Los Angeles, USA June 2030 • #coffeelovers #coffeeshop #butfirstcoffee #CoffeeTime

Or another motivator 🤔 For me it’s work thats challenging - work that makes my brain ache & allows me to solve customer & employee problems with #empathy & #collaboration #custserv

Hi 👋 @MarshaCollier & @GregOrtbach & #custserv folk, jumping in … a little late today 😜

Everything should be made as simple as possible.

The importance of walking in your customers shoes • • • #empathy #innovation #leadership #servicedesign #cx #ex

#Wordle 727 2/6 OH YEAH! 🤩 🟨⬜🟨🟨🟨 🟩🟩🟩🟩🟩