Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. What are the customer experience maturity levels? Employee engagement : Employees have to be fluent in the company’s CX goal and strategy.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Think Customers

DECEMBER 13, 2021

Data is at the core of any customer experience strategy. Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand. What activities must your employees execute to deliver on your North Star?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

Customer Guru

MARCH 7, 2018

She has also successfully led customer experience, content, brand, and product strategies across various B2B organizations. Sue is an engaging speaker and a distinguished writer who contributes to multiple online forums and publications. Never lose sight of the customers.

Communication 62

Communication Customer Experience Customer Journeys Marketing 62