2014, Brand Values, Customer Connectedness and Loyalty

CX for Smarties, A Beginner’s Guide to Customer Experience

Experience Matters

FEBRUARY 23, 2015

This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty.

Customer Connectedness

Customer Connectedness Customer Experience Infographics Video

8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

Customer Journeys

Customer Journeys Trends Contact Center Customer Connectedness

Customer Experience Update

CX for Smarties, A Beginner’s Guide to Customer Experience

8 CX Trends for 2015 (The Year of the Employee)

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