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The road to customer centricity – where to begin?

ECXO

Define a customer-centric vision and strategy – develop a clear vision and strategy that outlines the company’s goals and objectives for improving customer experience. Leading by example – Ericsson and DHL These steps above are crucial to make a success of your CX transformation. Take Ericsson, for example.

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The Most Important Rule of Journey Mapping

CX Journey

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

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Improving Customer Experience in Banking: 7 Promising Trends

PeopleMetrics

To improve CX at your bank, you’ll need to have the right CX solution to collect responses and measure your program’s results. Find a CX platform that will act as your partner in improving your CX program. What is customer experience in banking? Why does customer experience in banking matter?

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How Two Leaders Use Customer Journey Mapping As a Tool to Unite Leadership and Address Customer Retention Concerns

Customer Bliss

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs.

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Customer Experience Strategy: An A to Z Glossary

Lumoa

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

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A to Z Guide to Customer Experience Definitions and Terms

Lumoa

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.