Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. As Peter Drucker once said, “Culture eats strategy for lunch.”

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. And we all know, what goes online, reaches everyone and hampers the brand image as well. Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. Source: Deloitte ) Tweet this.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. How Do You Build A Customer-Centric Culture? Why Should You Care About CX? This “ Ultimate CX Infographic ” also provides some of the compelling economics of CX: How Do Organizations Affect CX?

Customer Connectedness 120

Customer Connectedness Customer Experience Infographics Video 120

Experience Matters

OCTOBER 14, 2014

Related: State of CX Management, 2014 ). Related: WL Gore Succeeds Without Employees ). It all starts with employee engagement. Cannon said that Employee Engagement is a precursor to CX. Related: The Untapped Value of Employee Engagement (Infographic) ).

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279