What is customer experience and why is it so important? Get the lowdown on how CX is revolutionizing the way businesses interact with customers.
Clearly, most businesses don’t understand what a good customer experience is. It’s not about just offering promised products or services, marketing them, treating the customers well, or investing time and money in cutting-edge technology to impress the customers. It is more than that. It’s...
What is a CX strategy? A customer experience strategy lays out the actionable plans needed to deliver a positive, valuable, differentiated customer experience (CX)—no matter the customer touchpoint. A customer experience strategy should consider any/all competitive insight, consumer and marketplace re...
What customer focused (i.e. hiring manager) recruiting metrics do your organizations use? The perception of our senior leadership is that the time to fill metric we use is too process focused. Read the answers (2 comments) from verified experts ...
Customer experience is not just a set of actions. It also focuses on feelings. How do your customers or prospective customers feel about your brand? At every customer touchpoint, you can improve—or destroy—how your customers feel about you. So there are important decisions to make at each ...
Find out what you need to build a world-class customer experience program to start improving customer loyalty and value in your organization.
What is customer obsession? Customer obsession is a state of hyperfocus on creating a better customer experience from the customer’s perspective. Customer obsessed describes a commitment to having a customer-first approach. That means: Customer needs are at the center of everything you do The ...
Align customer-focused teams, such as product and marketing, towards a common goal of prioritizing customer needs. Step 3: Empower agents - The frontline of customer obsession Transforming your agents into customer experience champions is crucial for becoming a customer-obsessed organization. How your...
Find out what you need to build a world-class customer experience program to start improving customer loyalty and value in your organization.
Customer experience is many things, but it can broadly be described as the perception a customer or a company has of a brand. It is embedded into every interaction, and each interaction is an opportunity to build a stronger bond between the company and the customer—or has the potential to...