ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

Experience Investigators

JULY 20, 2021

Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX? How Customer Experience Maturity Splinters.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around! Co-innovation — joint product development efforts with customers.

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

ClearAction

AUGUST 16, 2016

There’s really no way to separate customers, as our ultimate funders, from any other business strategy. This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). The steering wheel represents the CXM organization and governance.

CXM 67

CXM Customer Experience VOC Sports 67

ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around! Co-innovation — joint product development efforts with customers.

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

CX Journey

OCTOBER 7, 2014

Image courtesy of Unsplash Designing a VoC program can be daunting. If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. There are a lot of components to consider as you dive in, from executive buy-in to organizational alignment to governance and more.

VOC 65

VOC Customer Journey Map Touchpoint Government 65

ClearAction

APRIL 3, 2015

Answering the question "How does our org structure best serve our customers?" CX governance structure: what does the company need, according to the organization and customers? Improve customer experience by eliminating CX functional boundaries. Related articles: 4 Customer Centric Culture Building Blocks.

Customer Experience 121

Customer Experience VOE Scorecard Government 121