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MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Eptica

APRIL 25, 2018

Compelling Brand Values: Deliver on your brand promises to customers. Customer Connectedness: Infuse customer insight across the organization. You might also be interested in these posts: How good is the digital customer experience from travel brands? Share this page on: Tweet.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

Experience Matters

NOVEMBER 14, 2016

Why should customer experience (CX) professionals care? In the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election.

Marketing 108

Marketing Article Customer Experience Customer Connectedness 108

Experience Matters

NOVEMBER 14, 2016

Why should customer experience (CX) professionals care? In the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election.

Marketing 101

Marketing Article Customer Experience Customer Connectedness 101

Qualtrics

FEBRUARY 1, 2019

In a MarketingWeek study of 10,000 companies in 60 countries, at over-performing companies, 79% of employees say customer-centricity is fully embraced by all business functions, compared to just only 13% at underperforming companies. The customer isn’t marketing’s job anymore, it’s everyone’s job.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Books 20

Experience Matters

FEBRUARY 14, 2018

The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. So I decided to step back and look at the overall market. So I decided to step back and look at the overall market. It appears that we on the verge of the next stage in evolution for VoC.

Insights 96

Insights Feedback Marketing Customer Experience 96

Experience Matters

DECEMBER 5, 2016

We published a Temkin Group report, Capturing Insights from Online Customer Communities. Here’s the executive summary: Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts.

Insights 68

Insights Innovation Customers Marketing 68