{"id":18748,"date":"2021-02-04T18:15:41","date_gmt":"2021-02-04T18:15:41","guid":{"rendered":"https:\/\/try.experience.com\/news\/?p=18748"},"modified":"2025-04-23T01:44:35","modified_gmt":"2025-04-23T01:44:35","slug":"cx-in-real-time-to-help-customers","status":"publish","type":"post","link":"https:\/\/try.experience.com\/resources\/cx-in-real-time-to-help-customers\/","title":{"rendered":"In The Moment: The Future Of CX Is Helping Customers In Real Time"},"content":{"rendered":"<div  class=\"tatsu-gsw4qmpejufd9szq tatsu-section  tatsu-bg-overlay   tatsu-clearfix\" data-title=\"\"  data-headerscheme=\"background--dark\"><div class='tatsu-section-pad clearfix' data-padding='{\"d\":\"15px 0px 15px 0px\"}' data-padding-top='15px'><div class=\"tatsu-row-wrap  tatsu-wrap tatsu-row-one-col tatsu-row-has-one-cols tatsu-medium-gutter tatsu-reg-cols  tatsu-clearfix tatsu-gsw4qmpel4cwmhc9\" ><div  class=\"tatsu-row \" ><div  class=\"tatsu-column  tatsu-bg-overlay tatsu-one-col tatsu-column-image-none tatsu-column-effect-none  tatsu-gsw4qmpem8c60r5w\"  data-parallax-speed=\"0\" style=\"\"><div class=\"tatsu-column-inner \" ><div class=\"tatsu-column-pad-wrap\"><div class=\"tatsu-column-pad\" ><div  class=\"tatsu-module tatsu-text-block-wrap tatsu-gsw4qmpen91cab5f  \"><div class=\"tatsu-text-inner tatsu-align-center  clearfix\" ><style>.tatsu-gsw4qmpen91cab5f.tatsu-text-block-wrap .tatsu-text-inner{width: 100%;text-align: left;}<\/style><p><\/p>\n<p><em>Originally published on <a class=\"rank-math-link\" href=\"https:\/\/www.forbes.com\/sites\/shephyken\/2021\/02\/04\/keep-it-real-with-cx-real-strategies-helping-customers-in-real-time\/?sh=56da1e7f1cbf\" target=\"_blank\" rel=\"noopener\"><span class=\"has-inline-color has-vivid-cyan-blue-color\">Forbes.com<\/span><\/a><\/em><\/p>\n<p><\/p>\n<p><\/p>\n<p>Far too often, companies view <strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">CX<\/span><\/strong>, or customer experience, the way they view core values or company culture. Goals are just buzzwords or talking points for executives\u2014lofty, aspirational ideals that, although they sound nice on the website and in bold letters on the boardroom walls, have little practical relevance to employees as they go about their day-to-day roles. The problem is that for many, the idea of CX is aspirational, versus genuine. How can that be changed?<\/p>\n<p><\/p>\n<p><\/p>\n<p>First and foremost, CX is more than a strategy. It must be baked into the culture. And, therefore it starts by thinking of the employee experience, also known as EX.<\/p>\n<p><\/p>\n<p><\/p>\n<p>I had a chance to sit down for an interview with Scott Harris, CEO and founder of\u00a0<a class=\"rank-math-link\" href=\"http:\/\/try.experience.com\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">Experience.com<\/span><\/strong><\/a>, on a recent\u00a0<a class=\"rank-math-link\" href=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-scott-harris\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong><span class=\"has-inline-color has-vivid-cyan-blue-color\"><em>Amazing Business Radio\u00a0<\/em>show<\/span><\/strong><\/a>. He shared some great ideas on how to improve the customer experience, and why the important shift from passive CX to active, or real-time, CX led to his recent acquisition of the domain Experience.com as a home for his new experience management platform. As usual, I\u2019ll share the comment followed by my thoughts.<\/p>\n<p><\/p>\n<p><\/p>\n<blockquote class=\"wp-block-quote is-style-default is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong><span class=\"has-inline-color has-black-color\">One of the biggest mistakes leaders make when it comes to CX is (not understanding) that the <\/span><a class=\"rank-math-link\" href=\"https:\/\/try.experience.com\/employee-experience\/\"><span class=\"has-inline-color has-vivid-cyan-blue-color\">employee experience<\/span><\/a><span class=\"has-inline-color has-black-color\"> is at the heart of all customer experiences. <\/span><\/strong><\/p>\n<\/blockquote>\n<p><\/p>\n<p><\/p>\n<p>Separating the two is impossible. If you don\u2019t invite employees to become active participants in CX, it\u2019s almost impossible to get it right.\u00a0It\u2019s always been my belief, and you know this if you\u2019ve been following my work, that what happens on the inside of an organization is felt on the outside by its customers. A great place to start putting this into action is with my Employee Golden Rule concept, which is to treat employees the way you want the customer to be treated. It\u2019s that simple.<\/p>\n<p><\/p>\n<p><\/p>\n<blockquote class=\"wp-block-quote is-style-default is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>While <span class=\"has-inline-color has-vivid-cyan-blue-color\">Net Promoter Score (NPS)<\/span> is a great measurement of the customer\u2019s likelihood to recommend a company, it doesn\u2019t measure something specific in the customer\u2019s journey, like an interaction with an employee.<\/strong>\u00a0<\/p>\n<\/blockquote>\n<p><\/p>\n<p><\/p>\n<p>While I agree with this, also know that I\u2019m a big NPS fan when it\u2019s used the right way. <span class=\"has-inline-color has-black-color\">NPS<\/span> is usually about the customer\u2019s overall sentiment of experience unless you get very specific with the question, such as basing it on a recent support call. The question becomes about what you want to measure. Is the customer willing to recommend your company in general, or are they willing to recommend based on an isolated experience? The answers give you completely different data points. There may be better ways to measure specific interactions that help you gain insights into points along the customer\u2019s journey that need to be improved. And that brings us to our next idea \u2026<\/p>\n<p><\/p>\n<p><\/p>\n<blockquote class=\"wp-block-quote is-style-default is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong><em>Traditional CX surveys come from asking customers for feedback so that you can try to be better for different customers in the future.<\/em><\/strong>\u00a0<\/p>\n<\/blockquote>\n<p><\/p>\n<p><\/p>\n<p>Consider this. Most surveys are done after the experience. Even if it\u2019s the next day\u2014or even sooner\u2014they are still surveying a memory. What intrigued me about this platform is its focus on surveys in the moment. Experience.com empowers brands and their employees to react to <strong><span class=\"has-inline-color has-vivid-cyan-blue-color\">customer experiences in real time<\/span><\/strong>. Harris says, \u201cExperiences are happening right now, and companies are evolving to systems and processes that allow them to react and improve the customer\u2019s experience in real time.\u201d Here\u2019s a simple example. You check into a hotel and go to your room. Two minutes after entering the room you receive a text message that asks if you are happy with the room and if you need anything. Maybe you noticed towels were missing in the bathroom. You text back and within minutes someone from the housekeeping department shows up with towels. You\u2019ve just remedied the problem in real time. That\u2019s far better than receiving a survey the day after you checked out asking how you liked your room. Your response might have been, \u201cIt was fine, but it would have been nice to have more towels.\u201d<\/p>\n<p><\/p>\n<p><\/p>\n<p>My big takeaways from Harris\u2019s comments are worth discussing with your teams:<\/p>\n<p><\/p>\n<p><\/p>\n<ol class=\"wp-block-list\">\n<li>If you want your CX to be successful, you\u2019ve got to make it matter to your employees and give them meaningful ownership of the experience. So, what\u2019s the first step to making that happen?<\/li>\n<li>If you aren\u2019t collecting and acting on customer feedback in real time, you aren\u2019t shaping outcomes for those customers\u2014you\u2019re shaping outcomes for\u00a0<em>future\u00a0<\/em>customers. Are your surveys about your customers\u2019 memories, or can you survey them in real time to give them the experience they deserve in the moment?<\/li>\n<\/ol>\n<p><\/p>\n<p><\/p>\n<p style=\"font-size: 12px;\"><em>Written by <a class=\"rank-math-link\" href=\"https:\/\/www.forbes.com\/sites\/shephyken\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a> for Forbes.com. Shep is the Chief Amazement Officer at Shepard Presentations. As a customer service and experience expert, he helps organizations create amazing customer and employee experiences. His books have appeared on bestseller lists including the New York Times, Wall Street Journal, USA Today and others. In 2008 the National Speakers Association inducted him into their Hall-of-Fame for lifetime achievement in the professional speaking industry.<\/em><\/p>\n<p><\/p><\/div><\/div><\/div><\/div><div class = \"tatsu-column-bg-image-wrap\"><div class = \"tatsu-column-bg-image\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-column-overlay tatsu-animate-none\" ><\/div><\/div><style>.tatsu-row > .tatsu-gsw4qmpem8c60r5w.tatsu-column{width: 100%;}.tatsu-gsw4qmpem8c60r5w.tatsu-column > .tatsu-column-inner > .tatsu-column-overlay{mix-blend-mode: normal;}.tatsu-gsw4qmpem8c60r5w > .tatsu-column-inner > .tatsu-top-divider{z-index: 9999;}.tatsu-gsw4qmpem8c60r5w > .tatsu-column-inner > .tatsu-bottom-divider{z-index: 9999;}.tatsu-gsw4qmpem8c60r5w > .tatsu-column-inner > .tatsu-left-divider{z-index: 9999;}.tatsu-gsw4qmpem8c60r5w > .tatsu-column-inner > .tatsu-right-divider{z-index: 9999;}<\/style><\/div><\/div><\/div><\/div><div class=\"tatsu-section-background-wrap\"><div class = \"tatsu-section-background\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-section-overlay\"><\/div><style>.tatsu-gsw4qmpejufd9szq .tatsu-section-pad{padding: 15px 0px 15px 0px;}.tatsu-gsw4qmpejufd9szq > .tatsu-bottom-divider{z-index: 9999;}.tatsu-gsw4qmpejufd9szq > .tatsu-top-divider{z-index: 9999;}.tatsu-gsw4qmpejufd9szq .tatsu-section-overlay{mix-blend-mode: normal;}<\/style><\/div>","protected":false},"excerpt":{"rendered":"<div><a href=\"https:\/\/try.experience.com\/resources\/cx-in-real-time-to-help-customers\/\" class=\"exp-read-more exp-read-more-underlined\">Read More<\/a><\/div>\n","protected":false},"author":1,"featured_media":19152,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"wpb-single-post.php","format":"standard","meta":{"footnotes":""},"categories":[23],"tags":[191,121,207,147],"solutions":[10],"industries":[2,3,4,5,6,7,8],"class_list":["post-18748","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-article","tag-customer-experience-management-software","tag-data-in-motion","tag-real-time-data","tag-real-time-feedback","solutions-customer-experience","industries-automotive","industries-banking","industries-healthcare","industries-hospitality","industries-insurance","industries-mortgage","industries-real-estate"],"_links":{"self":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/18748","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/comments?post=18748"}],"version-history":[{"count":0,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/18748\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media\/19152"}],"wp:attachment":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media?parent=18748"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/categories?post=18748"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/tags?post=18748"},{"taxonomy":"solutions","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/solutions?post=18748"},{"taxonomy":"industries","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/industries?post=18748"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}