ijgolding

FEBRUARY 20, 2017

The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? Only recently I wrote about an experience a friend of mine was (and still is) having with BT – it was the perfect example of the RANDOM or UNINTENTIONAL Customer Experience.

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Customer Experience Poor Customer Service Financial Return on Investment 208

Tricia Morris

MARCH 14, 2016

A quote from well-known customer service and customer experience advocate Bill Quiseng encourages organizations to “work as hard to keep a customer as you do to find a new one.” Think of the additional customers and lifetime value that could be delivered through a little extra attention to retention.

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Chief Customer Officer eBook Poor Customer Service Report 40

Vonage

SEPTEMBER 5, 2016

Silos may be a great way to store grain, but if you apply this idea to the organization of people, it can damage customer experience. What is avoidable, however, is “silo mentality,” in which departments are isolated, proprietary, and competitive, and which can have a negative impact on customer experience.

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Customer Experience Infographics Customer Experience Professionals Poor Customer Service 120