Beyond Philosophy

MARCH 23, 2023

Employee Experience management, like Customer Experience Management, needs to be diffused throughout an organization. So, just like it is everyone’s responsibility to provide a great Customer Experience, it is also everyone’s job in management to manage the Employee Experience.

Sports 78

Sports Legal Start-ups Management Consulting 78

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Stronger security and safety is enabled by facilities, legal, safety, operations, and other functional areas.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

MAY 24, 2016

scientific specifications, and downstream customer concerns. Roles often include project manager, foreman, estimator, purchasing manager, general manager, facilities, IT, legal, and manufacturing. B2B Voice of the Customer: Integrating Decision Influencers’ Views.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

ClearAction

AUGUST 29, 2015

Also, desktop dashboards showing real-time customer survey feedback are commonplace among a variety of managers in most companies, empowering them to follow-up about dissatisfaction and address issues specific to each manager's use case. If it’s Called Customer Experience, Why is it All About the Company?

Close the Loop 117

Close the Loop Customer Experience Customer Experience Management Sports 117

Win the Customer

DECEMBER 14, 2015

Customer experience is increasingly being spoken of as a cross-company initiative. While Sales need numbers, Finance are looking at the bottom line and Legal are over protective about regulations, customer experience is often not at the top of the agenda beyond the Marketing department.

Customer Experience 88

Customer Experience Legal Finance CX 88

ClearAction

NOVEMBER 16, 2017

Yet all of them had tremendous high-visibility that was negative, and essentially erased much of the goodwill that these well-respected brands and their customer experience management efforts had built. We’ve all known customer experience programs that have come and gone. All of these mis-steps were well-intended.

Customer Experience 76

Customer Experience CX Customer Experience Management Legal 76

ClearAction

NOVEMBER 26, 2017

In the big scheme of things, T&Cs is a tiny fraction of what it takes — and it’s way back deep in the capabilities section of the chart shown here, and determined by your Legal Department — all of which are a far cry from your front-line staff, touch-points, digital marketing, loyalty and reference programs, and so forth!

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

ClearAction

JANUARY 4, 2020

Gaps between what’s promised and what’s delivered are the main reason why we invest in customer engagement programs — remedial investments. Customer experience management, as it should be managed, is alignment of the company to customers. These gaps erode trust.

Customer Experience 48

Customer Experience Net Promoter Score Engineering Legal 48

ClearAction

OCTOBER 16, 2019

Keeping the customer’s end-to-end journey in mind is essential to maximizing customer lifetime value. CEO-CMO alignment right-sizes expectations for Marketing’s role in customer experience management and revenue growth. 2nd Key to Retention-Rich Marketing: Alignment.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

SurveySensum

MARCH 4, 2021

She is a CX entrepreneur that designs products, services, and solutions that helps businesses attract, satisfy, and retain customers while improving the customer experience management capabilities of teams. Then invite all the different departments who are represented and ask them where the customer journey starts. .

CX 52

CX VOE VOC Voice of the Customer 52

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Fonolo

MAY 7, 2015

As the manager of a contact center, you must be the resident authority in every aspect of the industry, as well as your business. Good call center managers are knowledgeable about internal affairs, such as technology, processes, branding, legal requirements, and human resources. Average Handle Time. First Call Resolution Rate.

Contact Center 126

Contact Center Technology Technology Start-ups 126

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 90

CXM Non-Profits Close the Loop CX 90

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers. Conclusion.

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)].

Customer Experience 71

Customer Experience CX Legal Customer Experience Management 71

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Only 10-20% of CX managers know how to facilitate action on VoC , according to Temkin’s Customer Experience Management Survey.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Lumoa

JUNE 28, 2018

Q&A with Michal Redbord , General Manager, Service Hub at Hubspot Previously we have shared how you can build a customer experience management processes in your company. Scale your company, scale your customer experience management. Chapter 1: Everyone and everything is customer experience.

NPS 64

NPS Net Promoter Score Touchpoint Customer Feedback 64

Qualtrics

FEBRUARY 26, 2019

I will say though, on the voice of the customer and the customer research side, there’s not a business unit in Dun & Bradstreet that we don’t work with. I love that.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37