ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Core values and incentives should be aligned to encourage customer-focused behavior. B2B customers will notice that commitment.

B2B 339

B2B Customer Journeys How To Effort Score 339

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Operational Benefits. Level 3: State of The Art.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ijgolding

JANUARY 17, 2017

C ustomer Journey Management and Measurement (Voice of the Customer and Voice of the Process); Organisational adoption and accountability. Do you know what you need to get better at doing for your customers? Customer Focused Prioritisation; Customer Experience Improvement and Design.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Lumoa

OCTOBER 31, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

ClearAction

MAY 31, 2015

When CXM champions are facilitators of CXM ownership among all the employees, improvements that are meaningful to customers, and in turn, to the business, are catalyzed. The ClearAction study found that a second success factor is to expect action by departments associated with key drivers of customer experience.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

DCX

JULY 30, 2024

You're an educator, not just a promoter: Create content that helps customers succeed, even if it doesn't directly promote your product. CX Leaders: CX Leaders: Challenge your Marketing team to become customer storytellers. Illustrate how authentic, customer-focused narratives can significantly boost engagement and brand loyalty.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52