Experience Investigators

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth.

Customer Experience Management 105

Customer Experience Management CXM CX Customer Experience 105

ClearAction

FEBRUARY 27, 2017

Emphasis on a survey index score focuses execs’ attention on what the customer is doing for the company rather than what the company is doing for the customer. Only 4% of of Voice of the Customer (VoC) programs are transforming customer experience. 4 root causes: You get what you measure.

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

ClearAction

FEBRUARY 27, 2017

Emphasis on a survey index score focuses execs’ attention on what the customer is doing for the company rather than what the company is doing for the customer. Only 4% of of Voice of the Customer (VoC) programs are transforming customer experience. 4 root causes: You get what you measure.

VOC 54

VOC CXM Customer Experience Maturity Model Start-ups 54

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

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? They’re important questions because customer scenarios differ in each case. This single fact means a lot.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

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? High-Touch in B2B Customer Experience. Therefore, surveys of B2B practices may understate the actual work being done.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97