ShepHyken

AUGUST 2, 2021

Three Surprising Facts About Customer Experience by Brad Cleveland. Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer.

Article 93

Article 2021 Customer Service Hospitality 93

Experience Investigators by 360Connext

FEBRUARY 9, 2015

What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1. Mention customers in your KPI’s. The right way to track customer metrics can vary from company to company.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

ShepHyken

NOVEMBER 8, 2021

Impressed by the genius of Van Gogh, pretend you could hire him as your customer experience consultant. My Comment: It’s time for a little culture mixed in with some customer experience education, and these lessons come from the master painter, Vincent Van Gogh. What would Van Gogh recommend?

Article 91

Article 2021 Customer Service Retail 91

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. Should we focus on retail experience, online experience, or call centre experience?

CEM 40

CEM Insurance Telecommunications Customer Satisfaction 40

Kayako

MARCH 14, 2017

Tim Riley, Warby Parker’s director of online experience, has also mentioned the extra steps they took when designing their POS (point of sale) system to “allow salespeople to be one-on-one with the buyer” and ensure their customer experience didn’t ask customers to keep repeating their preferences whether shopping in-store or online.

Brands 39

Brands Customer Experience Retail 2017 39