Doing CX Right
OCTOBER 20, 2020
My point is that getting feedback in the right way and at the right time is essential for business success.?? . While valuable, it must not be your only method of getting customer feedback. Step 2: Turn Voice of Customer Data Into Actionable Insights. . 3: Close The Loop With Customers . Website contact forms?.
Execs In The Know
APRIL 23, 2021
Employee research, such as the Discrete Emotions Questionnaire (DEQ), quantifies your teams’ emotions and challenges, and will help you determine when the time is right to leverage your employees for CX innovation. Once these hurdles are eliminated, teammates are well-equipped to contribute to the CX improvement mission.
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ClearAction
APRIL 3, 2015
So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX). To set the stage, HR should view their role in a customer experience context : who are HR’s customers, and what can HR do to support what external customers expect of the company.
Execs In The Know
DECEMBER 6, 2021
Then build dashboards that bring employee data and customer data next to each other to uncover and identify the correlating impact between the two in terms of: Topics of interest (customer feedback and employee feedback). Driven behaviors (customer behaviors and employee performance).
Execs In The Know
DECEMBER 6, 2021
Then build dashboards that bring employee data and customer data next to each other to uncover and identify the correlating impact between the two in terms of: Topics of interest (customer feedback and employee feedback). Driven behaviors (customer behaviors and employee performance).
Doing CX Right
SEPTEMBER 5, 2020
I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book. The post Why COVID-19 Can Be The Catalyst For Enhancing Your VoC Program appeared first on Doing CX Right.
Execs In The Know
MAY 18, 2021
The Importance of Research to the Modern CX Executive . But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Re-Working Digital CX: A Reality Check with Top Brands. Host/Sponsor: Fancy Mills, COPC Inc.
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