Experience Investigators by 360Connext

MAY 11, 2021

What is customer experience strategy? Let’s start by defining what it’s not: It can’t be “have a great customer experience” or “exceed customer expectations.” Customer experience depends on avoiding complacency. THIS is why governance is so critical. What gets funded?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

GetFeedback

AUGUST 14, 2019

A side note based on the key drivers of the ACSI: expectations, quality, and value, I believe, are all closely linked. In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along. Map the customer journey.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Pointillist

JUNE 7, 2021

Conversely, underperforming teams predominantly rely on qualitative approaches like customer journey mapping. CJXM21 #CustomerJourneyAnalytics Click To Tweet. “ Jim Tencher Founder and CEO Heart of the Customer. “ Hank Brigman President & Touchpoint Strategist Customer Experience Strategies.

Measurement 71

Measurement 2021 Management Omnichannel 71