GetFeedback
MAY 9, 2019
What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? The short answer: Customer experience determines whether your organization succeeds or fails. This one’s easy.
Experience Matters
OCTOBER 26, 2015
The tips will cover the four customer experience core competencies : Purposeful Leadership (PL) , Compelling Brand Values (CBV) , Employee Engagement (EE) and Customer Connectedness (CC). Here are the 100 #CX Tips: #CXtip 1 : Examine #insights for #customers’ journeys, not for individual, siloed interactions. #cx
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Experience Matters
AUGUST 9, 2017
I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. And when they do connect with you, it’s part of a larger journey that they’re on to achieve something more important than the interaction with you.
Experience Matters
JUNE 13, 2018
To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries. consumers about their journeys with 318 companies across 19 industries.
CSM Magazine
JUNE 24, 2021
Aspire to connectedness for a winning CX strategy. Becoming a Connected Enterprise provides the next big step in the evolution of the contact centre but what does it really mean for your customers? Connectedness benefits everyone, from customers and customer service management to agents themselves.
Experience Matters
DECEMBER 16, 2014
Our research into leading practices uncovered five trends that will redefine how customer insights teams operate: 1) Deep empathy, not stacks of metrics, 2) Continuous insights, not periodic studies, 3) Customer journeys, not isolated interactions, 4) Useful prescriptions, not past descriptions, and 5) Enterprise intelligence, not customer feedback.
Experience Matters
SEPTEMBER 29, 2015
We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts.
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