SuiteCX

MAY 26, 2017

Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience. The second group is all about data and analytics.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

DCX

AUGUST 20, 2024

But here's some food for thought: What if fewer choices could actually enhance your customers' experience? As customer experience professionals, we often fall into the "more is more" trap. Fewer options mean less mental fatigue for our customers. Let’s go! Well, not quite. Which are the stragglers?

Customer Journeys 52

Customer Journeys e-support Customers Exercises 52

CX Journey

DECEMBER 13, 2018

If you only have funding for one hire, hire a customer insights expert to learn what is not working well for your customers and what measures you need to take to improve the customer journeys. Hire a manager-level professional with a strong analytical background who is not afraid of doing the grunt work in the beginning.

Tips 83

Tips Customer Insights Leadership Exercises 83

ECXO

DECEMBER 26, 2023

Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. – Empowering and up-skilling your front-line team when dealing with the end customer over digital channels (i.e.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

DCX

SEPTEMBER 10, 2024

Communications Pros to manage internal and external messaging, ensuring that leadership, employees, and customers are all aligned. Data Analysts who can dig into customer feedback and spot emerging trends or issues, enabling the team to stay ahead of potential problems. Measuring Success: Is Your Team Crisis-Proof?

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. I would NEVER rely on NPS as the only measurement of customer perception." blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? And then Customer Experience management at its core, is what we’ve spoken about today.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ClearAction

FEBRUARY 26, 2015

"5 why's"), motivate action planning and follow-through, and set the stage for closed-loop communication with customers. Customer Experience Text Mining for Gold Nuggets. Inspire Voice of the Customer Actions: 12 Ideas. Measure Customer Value the Customer's Way.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48