Second to None

APRIL 26, 2018

Brands in the retail space have an enhanced need to monitor the way their employees are interacting with customers because it can have a direct impact on a customer’s willingness to return and recommend your brand to their own personal network. appeared first on Second To None.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. .” Share data and results of the customer experience analytics in an easy-to-use tool. Purposeful Leadership: Leaders operate consistently with a clear set of values.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000. Employee engagement hovers around 9,000. Employees feel less engaged and undervalued = less productive.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Share data and results of the customer experience analytics in an easy to use tool. Purposeful Leadership: Leaders operate consistently with a clear set of values. Do you see what drives customer satisfaction?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

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

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Share data and results of the customer experience analytics in an easy to use tool. Purposeful Leadership: Leaders operate consistently with a clear set of values. Do you see what drives customer satisfaction?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Think Customers

DECEMBER 13, 2021

Step #1: Understand your current CX state Your brand needs to maintain and develop a deep understanding of your customers—their basic needs and unique expectations. Data is at the core of any customer experience strategy. How can data be used to iterate and adjust your customer experience over time?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52