Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. It is consistent behaviors that give people direction on what to “model.” ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. .”

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. What is Customer Experience Analytics?

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Develop your customer experience strategy. Develop your customer experience strategy.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Customer Bliss

APRIL 9, 2018

When it comes to initiating change within an organization, you must first ask, “Are we united in how we make decisions that impact customers?” ” One of the first activities I often take to unite leaders during my coaching sessions is to use a customer journey framework to build an operational “code of conduct.”

Leadership 166

Leadership Roadmap Customer Journeys Metrics 166

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Demystify the role of the Chief Customer Officer. Customers as Assets. Customer Listening.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Demystify the role of the Chief Customer Officer. Customers as Assets. Customer Listening.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100