❔"Many times, we will get feedback from our customers about a pain point. We'll map their journey, identify opportunities for improvement and even implement changes. But then what?"❔
When making changes to better the customer experience, we want to make sure they are actually working for our customers. Monitoring the impact of changes is often where organizations fall short, and yet it's such a vital part of the whole idea of customer experience (CX)! In this episode, Jeannie Walters shares some recommendations and best practices regarding monitoring and measuring the effectiveness of improvements. Implementing changes is more than just about monitoring. Jeannie addresses the importance of communicating with customers and closing the loop on any feedback that puts your changes into motion.
Resources Mentioned:
Learn more about CXI® Flight School -- cxiflightschool.com
Experience Investigators Learning Center -- experienceinvestigators.com
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)