ECXO

MAY 16, 2024

The customer is not only the focus when convenient; the customer experience is always the highest priority. These factors influence employees’ attitudes and behaviors at work, which in turn can affect the customer’s experience. But how does EX affect CX? Reduced staff turnover.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

CX Journey

NOVEMBER 11, 2014

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. Journey maps are a valuable tool in your company''s effort to improve the customer experience.

Customer Journeys 189

Customer Journeys Touchpoint Customer Experience Professionals Customer Centricity 189

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Investments that are directly tied to customer experience might include things like: Customer experience management tools, like customer feedback software or more robust Voice of the Customer (V0C) platforms, Customer Relationship Management (CRM) technology, or investments in customer data centralization.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Beyond Philosophy

DECEMBER 8, 2014

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. Today, we have a much larger customer base, and we can’t keep doing things the ways we have always done them.

Case Study 142

Case Study Employee Engagement Study Engagement 142

ShepHyken

MAY 20, 2019

The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together. 20 Ways to Improve Customer Experience Management by Call Centre Helper.

Customer Service 23

Customer Service CEM Fashion Employee Experience 23

CX Journey

JANUARY 31, 2018

John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Here are the fundamental steps - or pillars - to successful customer experience change management. Customers’ needs change.

CEM 164

CEM Management Government Culture 164

CX Accelerator

NOVEMBER 26, 2019

Al Hopper , Customer Experience Manager for Black Rifle Coffee Company, shared that his team deployed a new chat platform that has reduced the need for live agents by 86%. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator.

Contact Center 243

Contact Center Airlines Conference Travel 243

Experience Investigators by 360Connext

AUGUST 3, 2021

But I get nervous when people ask me about customer experience shortcuts. Customer experience management can feel like a lot. Some CX leaders try to take on every part of the customer journey. They are designing customer feedback surveys and strategizing around the onboarding communications.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

CX Journey

JULY 17, 2014

Is your company short-sighted when it comes to the customer? I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. Start with a vision.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

GetFeedback

MAY 9, 2019

This means building trust with your customer, understanding their needs, and adapting to nurture that bond. In other words, treat your customer like a person and not a persona. What is customer experience management (CXM)? . This term is often used interchangeably with customer experience program.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

CX Accelerator

MARCH 16, 2020

Maria Ebrahimi, Customer Experience Manager at 101 Commerce, isn’t offended by the term “agent” and actually prefers it. You’d never make a job description for a ‘Product Manager Ninja’ so don’t do it for customer service.”. What’s wrong with the traditional terms? And are new titles any better?

Contact Center 228

Contact Center Communication Groups Customer Service 228

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author. linkedin Why?

System 317

System Effort Score NPS Net Promoter Score 317

Beyond Philosophy

NOVEMBER 6, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experien

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163