CX Journey

OCTOBER 5, 2017

I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why your work is never done: Expectations change. What delights customers today may not delight tomorrow.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

Chattermill

MAY 12, 2019

Through these interviews, Michelli came away with a set of fundamental principles, such as the importance of understanding the customers’ changing expectations, developing a training program centered around CX and a consistent experience across hotels, and empowering employees. looks at NPS through an updated lens.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

SurveySensum

SEPTEMBER 23, 2024

A CX tool can keep you in tune with customer needs, allowing you to refine interactions based on their feedback. This helps you reduce customer churn and boost loyalty. The right CX tool can be your competitive advantage. Ready to find the perfect tool to elevate your CX? Looking for alternatives to Qualtrics ?

Tools 52

Tools Customer Experience Omni-Channel Social Media 52