ECXO

MAY 16, 2024

Leaders play a central role in clarifying this relationship and demonstrating how everyone contributes to the whole, inspiring employees to actively improve the customer experience, resulting in a more customer-centered organizational culture. A customer journey is always seen from the customer’s perspective.

Customer Centricity 69

Customer Centricity Leadership Customer Journeys Touchpoint 69

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

CX Journey

APRIL 3, 2019

It’s important to note that a customer experience transformation can only happen when there is a commitment to change the culture to one that is customer-centric, even customer-obsessed. Being customer-centric happens by design. Even better: start with the first day you start your company.)

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

CX Journey

JUNE 22, 2017

Step 4: Map the Customer Journey Journey mapping is a way to walk in your customer's shoes and chart his course as he interacts with your organization (channels, departments, touchpoints, products, etc.) customer immersion, customer advisory councils, voice of the customer through the employee (sales, customer service, etc.),

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

CX Journey

APRIL 3, 2019

It’s important to note that a customer experience transformation can only happen when there is a commitment to change the culture to one that is customer-centric, even customer-obsessed. Being customer-centric happens by design. Even better: start with the first day you start your company.)

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

Lumoa

FEBRUARY 9, 2023

Find more sources on how to deal with customer churn here: “ How to Reduce Customer Churn: 6 Helpful Tips to Try ” by Hubspot, “ 6 ways you can improve churn rate and increase revenue ” by Kissmetrics, “ Tips from 32 CX Pros how to reduce customer churn ” by NGData.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Let’s think in customer touchpoints instead.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160