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How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along. New customers may have different needs, expectations, and problems they are trying to solve or jobs to be done than the customers who have left.

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That's How We Do Things Around Here

CX Journey

Are we afraid to change? Or afraid of change? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Albert Einstein.

Policies 162
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Customer Experience and the Bottom Line

CX Journey

As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

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Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

But far too many companies aren’t putting employees - and the culture in which those employees work - at the top of the priority list. Employees have to come first. If you are not doing what it takes to improve the employee experience, customer experience transformation efforts will stall - or fail.

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Complacency or Innovation: You Decide

CX Journey

Here's what happens and why your work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. Customers change. Customer needs, desires, and expectations change.

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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customerschanging needs.” Customer-centricity, in short, is not pervasively ‘people first’. Michael Lowenstein, Ph.D., when making decisions.

Culture 83
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Question Everything

CX Journey

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. Companies develop new products and services.

Policies 146