Experience Investigators

MAY 11, 2021

When leaders say this, what they really mean is, “We’re just getting started with customer experience management.” ” What is Customer Experience Management? CXM is what happens inside the organization in order to deliver an intentional customer experience. A holistic view of the customer journey.

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

Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. CXM includes customer success, customer care, customer relationship management, etc. CXM must reflect CX holistically; otherwise it’s a misnomer.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JANUARY 20, 2020

Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. CXM includes customer success, customer care, customer relationship management, etc. CXM must reflect CX holistically; otherwise it’s a misnomer.

CXM 90

CXM Non-Profits Close the Loop CX 90

Lumoa

FEBRUARY 9, 2023

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.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

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