CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? How ingrained is the customer and his perspective in your company''s DNA?

Customer Journeys 166

Customer Journeys Customer Experience Touchpoint Return on Investment 166

Beyond Philosophy

NOVEMBER 10, 2014

There is sometimes a misconception that customer churn doesn’t represent much business, but this isn’t true. JD Power and Associates reported that the annual premiums paid by customers that switch insurance providers amount to $7.6 Your existing customers are far easier to upsell. 26 August 2014. < 26 August 2014. <

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ Today, we have a much larger customer base, and we can’t keep doing things the ways we have always done them. Follow Colin Shaw on Twitter @ColinShaw_CX.

Case Study 142

Case Study Employee Engagement Study Engagement 142

Customer Bliss

OCTOBER 10, 2017

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? Your customer experience vision will be inspirational and aspirational; it will outline what you see as the future state of the customer experience.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

SmartKarrot

NOVEMBER 10, 2021

The goal of every organization is to make its customers happy. And one way to ensure that is by making your employees your brand ambassadors. In simple words, we call it employee experience. Now, you might have read many times that customers should be the brand ambassadors of your company. So, let’s get started.

Employee Experience 11

Employee Experience Customer Experience Culture Social Media 11

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. What is your company''s approach to change management? In a previous post , I wrote about the customer experience inflection point. Ultimately, we listen to customers in order to improve the customer experience, and this really means changing how we currently do things.

Management 158

Management CEM Culture Employee Experience 158