Heart of the Customer

JANUARY 16, 2021

Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Why? Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty). That message hit home to me when my Fitbit died…again! […].

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CX Voice of the Customer Customer Experience B2C 132

Beyond Philosophy

JANUARY 16, 2021

No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requires knowing what customers want, and today, that isn’t the same as it was 20 years ago. The Experience Economy dictates that people value experiences over material things these days. In addition to knowing what customers want, wouldn’t it also be great to know what works in Customer Experience Management?

Management Consulting 80

Management Consulting CX Customer Experience Management Customer Experience 80

RateMyService

JANUARY 16, 2021

Use ratemyservice to send bulk SMS or two-way SMS survey requests to your customers. Sending SMS surveys to your customers is easy and consists of 4 steps: Connect to your SMS provider Set up distribution list(s) Choose your survey and distribution method Analyse response rates The video below will take you through each of these steps. [link] Step 1: Connect to your SMS provider 1.

Customer Experience 40

Customer Experience 40

Knowmax

JANUARY 16, 2021

Why should organizations integrate knowledge management with their business processes?

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