Comm100

MARCH 2, 2022

There are three distinct approaches for a customer experience management program. One approach is to chase customer expectations, another focuses on operational efficiency, and the third is an aligned outcomes approach to customer experience management. Closing the Delivery Gap.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. Early on, you should have defined your success metrics.

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

Beyond Philosophy

MARCH 16, 2023

Unfortunately, many companies still don’t give that credit to their market research folks and what the marketing metrics tell them. Customer perceptions and attitudes about the experiences that they’re having with companies are dynamic. In other words, we can compare satisfaction today to what it was in 1994, 2000, or 2005.

Customer Satisfaction 89

Customer Satisfaction Effort Score Competitive Advantage Self Service 89

CX Journey

JANUARY 2, 2019

First, it's important to recognize that there are three different audiences of this transformation: employees, customers, and the business. In this post, I outlined potential success metrics to get your wheels turning. Keep in mind, though, that you don't need a ton of metrics; decide on a one or a few, and stick with them.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. 1) Make the small investment in enhancing employee experience, and have them focus on customer value. Michael Lowenstein, Ph.D.,

B2C 83

B2C Banking B2B e-support 83

LiveChat

APRIL 3, 2017

Build what your customers are telling you they want. When Amazon launched Prime in 2005, it was an unproven concept that many thought would end in failure. Deliver more value than your customers expect. To test out your support skills, check out LiveChat’s Customer Service Quiz. It doesn’t get any better than that.

e-support 51

e-support Retail Customer Service Representative Innovation 51