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An Article On Customer Experience That Actually Makes Sense

GetFeedback

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. They’re also empowered with the necessary tools and encouraged to actively contribute to the customer experience. We’re not being cheesy here.

Article 337
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8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Voice of the Customer Renovations.

2015 132
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Report: Lessons in CX Excellence, 2015

Experience Matters

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015 108
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Enhancing Customer Experience through BPO: Best Practices for SMEs

Magellan Solutions

Customers will likely repeat transactions if they have had a good experience. This loyalty results in the following: Higher lifetime value Increased client retention Favorable word-of-mouth referrals Good reputation and feedback Poor customer experiences can also lead to lost sales and a tarnished reputation.

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5 Ways to Build Brand Loyalty and Love

Oracle

Customer journey mapping can only be achieved by investing in omnichannel retailing (see tip #1), and creating frictionless shopping experiences can only be achieved through advanced customer journey mapping. Tip #3: Communicate the brand purpose. Consumers are more connected to purpose-driven brands.

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Never Lose Sight Of The Customers – Sue Duris, Director of Customer Experience & Marketing, M4 Communications, Inc.

Customer Guru

She has also successfully led customer experience, content, brand, and product strategies across various B2B organizations. Employee engagement, customer journey mapping, omnichannel customer experience, win/loss analysis, and customer success are a few of her many areas of expertise.

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6 ways to renew (and stick to!) your CX vows

Think Customers

Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand. You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps.

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