ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Lynn Hunsaker. 2nd Prerequisite: Make it Obvious for Every Role.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Experience Investigators

APRIL 27, 2021

Customer experience is often launched with tactics instead of a strategy. Someone decides “we need a journey map!” or “let’s start a Voice of the Customer program!”. What do customers want? Ask fellow leaders and leverage customer feedback. Customer experience is a long game and a team sport.

Customer Experience 105

Customer Experience Invoicing Customer Journey Map CX 105

Heart of the Customer

DECEMBER 18, 2018

Applied to CX, it’s when you focus only on existing customers and ignore those who have left. There’s a national sports bar which saw its CX scores continually improving. […]. The post Survivor Bias is a Big CX Measurement Risk appeared first on Heart of the Customer. It is a specific type of selection bias.”

CX 68

CX Sports Voice of the Customer Customer Journey Map 68

Fonolo

MARCH 17, 2020

Hyundai: You’ve probably heard of it; the name again on the tip of everyone’s tongues thanks to a memorable, highly-lauded SuperBowl Hyundai Sonata 2020 commercial featuring John Krasinski, Rachel Dratch, and Chris Evans sporting some iconic Boston accents — “Smaht Pahk” — an ad which has so far attracted around 55.2 million views on YouTube.

Sports 67

Sports Customer Service Voice of the Customer Technology 67

ClearAction

JANUARY 6, 2021

10) Start seeing your customer experience index as a lagging indicator. Voice-of-the-customer is by default a lagging indicator, even when it’s real-time, because it already happened. You’re learning about customer perceptions after they’re formed. 13) Stop obsessing about customer journey maps.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

CX Accelerator

FEBRUARY 2, 2020

Degrees also included global tourism, sports and entertainment management, performing arts, and others are proof positive that people who find themselves in CX come from an incredibly diverse set of backgrounds. Key to this exercise is understanding customer thinking, motivation, and behavior. Yael McCue. Eric Engwall.

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

CX Accelerator

FEBRUARY 2, 2020

Degrees also included global tourism, sports and entertainment management, performing arts, and others are proof positive that people who find themselves in CX come from an incredibly diverse set of backgrounds. Key to this exercise is understanding customer thinking, motivation, and behavior. Yael McCue. Eric Engwall.

Customer Experience 182

Customer Experience Business Administration Customer Journey Map CX 182