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How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

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. New customers may have different needs, expectations, and problems they are trying to solve or jobs to be done than the customers who have left.

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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

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 customerschanging needs.” Customer-centricity, in short, is not pervasively ‘people first’. Michael Lowenstein, Ph.D., when making decisions.

Culture 83
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How You Can Add Value to Your CX with Laurent Pierre, Jr.

Kustomer

A proactive approach gives companies a huge advantage over the competition because it shows the customers how much the brand cares about their experience and what they’re willing to do to keep them around for the long haul. Employee Experience: The Missing Ingredient. This is just as important as CX in many ways.

Sales 99
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Creating a Sales Mindset in Customer Service Settings

Integrity Solutions

This kind of mindset shift will enable everyone within the company to comfortably and confidently adopt a role in selling—and bridging that gap between the two will have a huge, positive impact on the customer experience. Changing Mindsets About Sales.

Sales 52
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That's How We Do Things Around Here

CX Journey

Are we afraid to change? Or afraid of change? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Albert Einstein.

Culture 64
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Customer Experience and the Bottom Line

CX Journey

As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

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Question Everything

CX Journey

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. Companies develop new products and services.