Retently
JULY 28, 2023
It involves ensuring a seamless experience at every touchpoint, aligning various departments to deliver exceptional customer service, and implementing customer-focused strategies to improve satisfaction. Yet, t he term Chief Experience Officer is relatively recent compared to a similar role – the Chief Customer Officer (CCO).
InteractionMetrics
JUNE 19, 2023
When done well, both disciplines use touchpoint maps, observational studies, and scientific methods to identify friction points and opportunities. Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. Walk in their shoes.
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Retently
OCTOBER 19, 2018
If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.
Currency Alliance
OCTOBER 11, 2018
The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. On the contrary, the hotel remains a highly valued experience offering.
ShepHyken
JUNE 23, 2020
The “get it off your chest” survey collects data on one specific aspect (or “touchpoint”) of an experience. In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide. Ideally, these should also operate as a two-way street so that customers feel their voices are being heard.
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