Customer Bliss

DECEMBER 12, 2017

By understanding the CEO’s appetite for speed and investment, you can take this momentous #CX transformation and break it down into smaller tasks and projects with people who have passion and advocate for its success. What other common CX transformations have you noticed? Click To Tweet.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

Customer Bliss

AUGUST 16, 2018

When Lee oversaw the call centers, he focused on the idea that the success of the customers was directly related to how the customer was brought into the organization, and how they were managed towards success. Lee engaged the CEO and middle management once he began the CX transformation process.

Customer Experience 44

Customer Experience B2B CX CX Transformation 44

Customer Bliss

AUGUST 3, 2018

Focus on clarity of communication and giving employees a voice and ability to exercise their own judgment in serving customers. CX transformation is something that affects the whole organization and will take time – it won’t just happen overnight, so spend some time being okay with doing good and making improvements along the way.

CX 48

CX Social Media NPS Customer Loyalty 48

1 to 1

DECEMBER 13, 2021

Step #6: Measure your success with customer-focused metrics This final step is more like the beginning of your long-term CX strategy. There are many ways to begin measuring your CX program. The more efficient and seamless your customer experience is, the easier it is for your employees to do their jobs, and to do them well.

CX 26

CX Customer Journey Map Customer Retention VOC 26

PeopleMetrics

NOVEMBER 1, 2022

Customers enjoy sharing their opinions about a variety of topics these days, banking included. Negative word of mouth can harm a bank’s net promoter score and lead to reductions in customer acquisition as well as retention issues, due to losing the customers making the initial complaints.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62