Experience Matters

OCTOBER 8, 2014

Your customers are the same. You need to understand, care about, and actively design for your customers’ emotional states. Goals, not just interactions. When customers interact with you, it’s often part of a broader goal. A chemotherapy patient is battling cancer, not just getting treatment.

Customer Connectedness 298

Customer Connectedness Brand Values Employee Engagement Tips 298

GetFeedback

MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? The short answer: Customer experience determines whether your organization succeeds or fails. This one’s easy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Experience Matters

OCTOBER 26, 2015

The tips will cover the four customer experience core competencies : Purposeful Leadership (PL) , Compelling Brand Values (CBV) , Employee Engagement (EE) and Customer Connectedness (CC). Here are the 100 #CX Tips: #CXtip 1 : Examine #insights for #customers’ journeys, not for individual, siloed interactions. #cx

Customer Connectedness 120

Customer Connectedness Tips Customer Experience Employee Engagement 120

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

FEBRUARY 23, 2015

This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty.

Customer Connectedness 120

Customer Connectedness Infographics Customer Experience Video 120

Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. Executives in companies with stronger CX competencies also tend to focus more on building a customer-centric culture and less on cutting costs.

Report 120

Report Customer Connectedness Management Effort Score 120