Customer Bliss
DECEMBER 6, 2018
In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. With these leaders all representing different countries, Alvin had to find similar factors between the leaders’ maturity assessment so he could start journey mapping.
Lumoa
FEBRUARY 9, 2023
How do you take action on customer experience? Listen to your customers. Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. Acting on customer feedback doesn’t mean doing one thing.
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Customer Bliss
JULY 26, 2018
William sought out his direct peers across the agencies he works with and formed a cross-state team to hold monthly meet-ups to discuss items on their agendas. When first starting in your new #CX leadership position, form supportive partnerships. CX #CustExp Click To Tweet. #CX CX #CustExp Click To Tweet.
ECXO
MAY 11, 2023
They know that CX maturity is not an end game. But, as we discussed in a recent post, there is still work to do in Europe to improve CX maturity and transition to customer-centric models. Some countries have barely started or are still in the early stages of development. Let’s continue. Take Ericsson, for example.
Execs In The Know
MARCH 25, 2022
Rather than attempting to perfect current prediction models, CX leaders should seek an alternative workforce strategy to deliver the flexibility and scale they need to achieve true business continuity and deliver greater service results. CSAT Status — How are you measuring customer satisfaction across each support channel?
Execs In The Know
APRIL 8, 2022
But if you were not able to attend, now’s your chance to catch up on the conversation with the following keynote session synopses, along with a dozen or so key takeaways. …………………. Presented By: Mike Jones, Senior Director – Customer Care, The Home Depot. CX Transformation Secret Revealed: The Hero Is Your Customer!
Lumoa
MARCH 20, 2018
So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. Long-term actions are based on the analytics results of the customer feedback. Why is NPS ® going up or down?
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