GetFeedback

AUGUST 14, 2019

Here’s a thought — and the answer surely lies here: don’t focus on the score; focus on the customer and the experience. The customer experience is a journey, and continuous improvement is key to staying ahead and winning at CX. In other words, when expectations change, so will the perceived quality and perceived value.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware.

Customer Experience 56

Customer Experience Workshop Sports Innovation 56

CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D., when making decisions.

Culture 83

Culture 2002 Customer Centricity 2007 83

CX Journey

JUNE 17, 2019

In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33

Experience Investigators by 360Connext

JULY 24, 2019

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” ” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the actual experience they were providing.

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Employee Experience: The Missing Ingredient. Read More Hide.

Sales 99

Sales Employee Experience NPS Banking 99