Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. An investment in the employee experience is an investment in the customer experience.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Over the years, I’ve applied this quote to identify core elements of “people first” employee experience and creating ambassadorial employee behavior.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Execs In The Know

MAY 2, 2022

A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. Don’t Overthink or Overspend: Keep Your Focus on What Impacts Customer Loyalty. When was the last time you assessed your North Star KPIs or rebuilt your customer journey maps?

CX 97

CX VOC Customer Journey Map Contact Center 97

Beyond Philosophy

AUGUST 9, 2016

They can do straight customer loyalty and customer value research by recruiting panels of forum participants. Further, companies using their communities for value and experience research can link results to projected, segmented customer profitability, a tremendous benefit.

Non-Profits 60

Non-Profits Social Media B2C VOC 60

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

CX 68

CX Predictive Analytics Social Media Customer Experience 68

Beyond Philosophy

MAY 17, 2016

One of the first things we wanted to learn from the purchasing agents was whether they saw their suppliers as commodity-oriented, i.e. providing competitive prices and basic service and support, or customer-oriented, working to deliver optimum value and benefit. When companies are innovative and inclusive with staff, all parties benefit.

Sales 74

Sales Customer Loyalty Innovation Customer Experience 74