PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". After all, there is no cash without customers and employees!

CX 163

CX CEM Close the Loop Business Administration 163

Experience Investigators

OCTOBER 17, 2023

A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience program. Customer experience (CX) has become a critical factor in the success of businesses worldwide.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

CX Accelerator

JANUARY 16, 2020

While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? .

CX 182

CX Customer-Centric Organization Construction Contact Center 182

CX Accelerator

JANUARY 16, 2020

While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? .

CX 182

CX Customer-Centric Organization Construction Contact Center 182

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from.

Omnichannel 59

Omnichannel CRM Customer-Centric Organization Social Media 59

Beyond Philosophy

SEPTEMBER 16, 2021

Still, it was less clear how the intangible idea of Red manifested in the actual, real-world Customer Experience. In other words, what does Red mean to the customer contact center? That’s what I mean about a Brand and Customer Experience not aligning. . appeared first on CX Consulting.

Pharmaceutical 88

Pharmaceutical Government Legal Customer-Centric Organization 88