ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. The reason?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? This often results in irrelevant and inconsistent customer experiences.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

CX Journey

FEBRUARY 23, 2016

Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus? Clearly, there are differences between B2B companies and customers and their counterparts on the B2C side. In short, yes. Kate Leggett.

B2B 80

B2B Company Customer Experience Contact Center 80

Lumoa

OCTOBER 31, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. You don’t need to worry about being left behind in five years if you can’t keep your customers for the next five weeks. Let’s think in customer touchpoints instead.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Thunderhead

MAY 28, 2019

A brand cannot then deliver on every customer’s needs; a risky strategy, as Thunderhead’s own customer journey research recently revealed. Overused, yet misunderstood: What is a ‘customer journey’? The journey itself (and delivering on customer needs) is then the focus, rather than any preconceived destination.

Customer Journeys 45

Customer Journeys Competitive Advantage Customer Centricity B2C 45

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Michael Lowenstein, Ph.D., Be distinctive.

Brands 60

Brands Company Customer Experience Banking 60

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59