Customer Journey Mapping the Road to Better Business Value
Before technology grabbed hold of the customer experience, the path to purchase was typically linear. Customers entered the funnel and followed through to the end goal, the point of sale. But, now that consumers have countless ways to connect with pr... Read More
The Impact of Customer Experience, the Differentiator in Today’s Marketplace
In today's ultra-competitive marketplace, customers have more choices than ever before in how to acquire products and services. And, they expect the shopping experience, the buying process, and the subsequent support for those products and services t... Read More
Three Barriers to Integrating CX Into a Company’s DNA
One of my favorite commercials of all time is from United Airlines. In this powerful, one-minute segment, a CEO is in a conference room with all his managers. He informs them that their oldest customer just fired them because the customer felt he did... Read More
Using Telephone Surveys to Drive Higher & Better Quality Responses to Customer Service Surveys
Surveys have always been crucial when it comes to determining the next steps any company must take to improve its customer service experience. By tapping customers for their honest perspectives, brands open themselves to information that would otherw... Read More
4 Requirements for Linking CX to ROI
Eighty-one percent of consumers are willing to pay for a better experience, according to the Capgemini’s study “The Disconnected Customer.” Yet, customers don’t feel that companies are delivering high quality customer experience (CX), and one... Read More
Weaving CEM Into the Fabric of an Organization
The overall objective of any customer experience management (CEM) strategy is to evolve your organization’s DNA to the point where it is entirely customer driven. That’s not going to happen without a robust change management program.
CEMDNA Ch... Read More
Tying Employee Performance to Customer Satisfaction
When looking at how companies measure employee performance, one thing is clear: There’s wide variation across industries in terms of how well businesses are incorporating customer satisfaction into the mix. Generally, companies do a poor job of lin... Read More
Treating Employees as an Asset
Do you consider the quality and performance of your employees as a major business asset? You should. Indeed, many firms list "our people" as their biggest competitive differentiator.
It's also true that payroll, benefits, and other direct costs li... Read More
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