Weekly Tips for How to Provide Unforgettable Customer Experiences | Marketing

Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Research from Walker finds that, by 2020, a majority of B2B buying decisions will be made based on CX, not price.

We all know that CX must continually improve, but how? Customer expectations are on an escalator, constantly going up, and rarely stopping. What specifically can/should we do to always be at the top of that escalator?

I’m partnering with SmarterCX and Oracle CX to find out, and to give business leaders real examples of extraordinary customer experiences happening every day.

I’m delighted to announce the launch of Unforgettable, a multi-media education program that features a rotating team of CX experts to spotlight modern customer experience excellence.

For the next 12 months, you’ll find weekly Unforgettable video lessons on LinkedIn, Facebook, and here at ConvinceAndConvert.com. Each Unforgettable video will include a story from a well-known CX strategist and a specific takeaway for viewers. We’re also unleashing monthly articles and exclusive webinars to take a deeper dive into topics covered in the video series.

Here’s the debut video:

We have three incredible CX experts lined up to participate in Unforgettable, with a fourth to be announced at a later date—stay tuned!

Meet them:

Shep Hyken
Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Learn more.

Jeanne Bliss
Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. Learn more.

Ian Golding
Ian Golding is a Certified Customer Experience Professional and Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement. Learn more.

Here’s what you can expect to see from this program:

Unforgettable Video Series
Every week, you’ll be able to watch CX video lessons on LinkedIn, Facebook, and on Oracle’s SmarterCX.com. Shep will be covering season 1 (episodes 1-10), Jeanne will be leading season 2 (episodes 11-20), and Ian will be hosting season 3 (episodes 21-30). During each Unforgettable video, you’ll get the experts POV on CX strategies that work with specific takeaways.

Unforgettable Articles
In addition to the weekly Unforgettable Video Series, our CX experts will be producing useful articles here on SmarterCX.com every month. In addition to our three (soon to be four) video hosts above, I’ll also be creating more written content on this portal.

Unforgettable Webinars
The CX lessons in the Unforgettable series won’t only take the form of videos and articles. We’ll also be creating six Webinars in the next 12 months, each focused on an interesting and useful CX trend. Many of these Webinars will actually be WebiNINES, whereby the Webinar lasts just nine minutes – perfect for busy folks like you!

For background purposes, I should also introduce myself:

You’ll no doubt be seeing the videos, articles, webinars in your social media feeds, but the very best place to catch all the content is at SmarterCX.com. In fact, to make it easy to do just that, Oracle CX created a special hub just for this program. You’ll find it at smartercx.com/unforgettable.

(Note we’ll also be putting the highlights of this program at ConvinceAndConvert.com (it’s a paid content partnership between us and Oracle CX)

We’re very interested in your ideas and your feedback, so please feel free to reach out to me at any time with comments and suggestions for Unforgettable. I’m at jay@convinceandconvert.com

Thank you to Oracle CX for committing to this robust, multi-media program. And thanks to you for watching, reading, and attending.

Let’s make Unforgettable CX together!

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