GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” Beyond that, once you've got those folks on board, it's incumbent on you to teach and train them about the customer-centric culture they've joined. Customers change.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? Beyond that, once you've got those folks on board, it's incumbent on you to teach and train them about the customer-centric culture they've joined. Customers change.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

Avaya

MAY 23, 2017

Rather, most fail to understand their customers well enough to envision a truly customer-centric, digitally-transformed environment. Just consider that 55% of companies cite “evolving customer behaviors and preferences” as their primary driver of digital change.

Contact Center 42

Contact Center Touchpoint Customer Centricity eBook 42

C3Centricity

NOVEMBER 20, 2017

If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post. How are your customers changing? Book Now to Run in Q1 2018 & get 20% OFF!

How To 168

How To Insurance Groups Consumers 168

Answer Dash

NOVEMBER 21, 2018

Forrester’s Global Customer Experience Index continues to find that most companies are rated as “poor” or “very poor”[1] year on year. Even the organisations that scored “good” in 2017 either fell in 2018 or didn’t improve. In order to future-proof their business, organisations need to be asking themselves not ‘what do customers want?’

User Experience 75

User Experience Social Media Interaction Customer Service Representative 75