John Zimmerer

Marketing wonk

[John Zimmerer @johnzimmerer]

@DocEifrig Just ran into you at BWI. Hope to catch you on the rebound. I fly back to Baltimore on Wednesday late afternoon.

[John Zimmerer @johnzimmerer]

@RobertPlant it was very good to see you yesterday morning. You looked very well. (You were in the lobby of a certain Nashville hotel, speaking with two people. I was the chap that passed you, did the double take, and kept on walking.)

[John Zimmerer @johnzimmerer]

Thanks for following, @jmmoran12! It was nice to e-meet you at the Tweet Jam. Hope to chat again.

[John Zimmerer @johnzimmerer]

@CTrappe welcome, and thanks for following!

[John Zimmerer @johnzimmerer]

Thanks for following, @ryanlunka. I enjoyed chatting during the Tweet Jam. Sorry for the delayed note. Just got back from a long weekend in the mountains, away from social media.

[John Zimmerer @johnzimmerer]

Thanks @cmswire, @siobhan__fagan and fellow jammers for another great discussion. As always, I’ve had a great time! #CXMchat

[John Zimmerer @johnzimmerer]

A7 The shift to digital engagement technologies. Not letting “perfect” be the enemy of “good” (enough). And customers’ low tolerance for failure within customer journeys. All of these will endure. #CXMchat

[John Zimmerer @johnzimmerer]

@siobhan__fagan @jmmoran12 So, yes. This speaks to being agile and willing to try/fail. Yet it is easy for those not familiar with CX to assume they are or represent the segment. #cxmchat

[John Zimmerer @johnzimmerer]

A6 I’ve (We've) already addressed empathy. By agile, I mean in your design and your execution. Be able to incrementally improve very small parts of journeys (e.g., a single communication). Be willing to experiment and fail. #CXMchat

[John Zimmerer @johnzimmerer]

A6 This is another broad topic that needs its own Tweet Jam to fully explore. But I’ll connect some earlier points. First, increase your customer empathy. Second, invest in the right technology. And last, be agile. #CXMchat

[John Zimmerer @johnzimmerer]

@jmmoran12 BINGO! And that analysis can be aided by AI but still requires a human to interpret and inject empathy and ID true, useful insights. #cxmchat

[John Zimmerer @johnzimmerer]

A5 Acting on the data in real-time requires the right mix of integrated technologies. You might look at journey orchestration software, customer data platforms, digital experience platforms, and CCM software. #CXMchat

[John Zimmerer @johnzimmerer]

A5 Two very different questions, neither of which can be properly addressed with broad strokes. The short answer to both is: it depends. It depends on the business/industry, on the journey (e.g., purchase or service), and the segment. #CXMchat

[John Zimmerer @johnzimmerer]

@ryanlunka Oooh! Sidebar question: in what ways do regulations impede companies’ willingness and ability to use empathy? #cxmchat

[John Zimmerer @johnzimmerer]

@cmswire A4b Be authentic. Be conscientious. Be quick to say you’re sorry. “Use your words” and proactively communicate. #cxmchat

[John Zimmerer @johnzimmerer]

@ryanlunka @Zappos Easy isn’t simple, though, unless it’s natural and therefore authentic. #cxmchat

[John Zimmerer @johnzimmerer]

@siobhan__fagan I’d argue that it’s not really empathy if it’s not genuine. It’s lip service, comes across as hollow, and in the end turns people off. #cxmchat

[John Zimmerer @johnzimmerer]

A4 Easy: Increase your empathy. It’s trite to say “put yourself in your customer’s shoes” and it’s not enough to map customer journeys. Businesses need to go through and evaluate their customer journeys as a customer would. #CXMchat

[John Zimmerer @johnzimmerer]

A4 Most businesses are highly susceptible to switching. The CX research on this is very clear: If a customer has a bad experience trying to get what she wants or needs from you, she will go elsewhere. And she most likely won’t come back. #CXMchat