CX Journey
MARCH 14, 2017
It seems ironic to me that companies are in business to create and to nurture customers , and yet they are unable to do what is necessary to actually create and nurture customers! isn't that all going to impact the customer experience? But it feels like we, as customer experience professionals, get dinged for this.
CX Journey
MAY 3, 2016
The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. this impact the customer and his experience?
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CX Journey
MARCH 8, 2017
Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity.
ijgolding
JULY 15, 2016
It is indisputable that listening to the perceptions of your customer is vital for any aspiring customer centric company – yet are companies really set up to actually listen? Last week I had the pleasure of talking to an incredibly passionate Customer Experience Professional called Julia Forsyth.
CX Journey
JANUARY 27, 2015
We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. B2B B2B2C B2C customer experience partner experience voice of customer voice of partner'
ijgolding
MAY 23, 2016
There are more examples I could add of what I consider to be ‘bad’ examples of Customer Experience measurement – but rather than me rambling on, I would love for you to add your reasons by commenting on this article.
Wootric
DECEMBER 21, 2018
It feels like a monumental task that will take ages, but here is a simple, quick step you can take to prioritize incremental improvements immediately: start gathering Customer Effort Score feedback after onboarding completion. At Wootric, we aim to give you the best tools and content to make CX management about insight, action, and ROI.
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