GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Can CSAT improve customer experience? .

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

ClearAction

OCTOBER 25, 2015

Customer Experience Planning: Do This, Not That. The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and request resources to take your customer experience performance to the next level in the new year. Plan for it in your new year.

Customer Experience 48

Customer Experience Customer Journeys ROI Customer Experience Management 48

ClearAction

FEBRUARY 14, 2015

Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege?

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

CX Journey

OCTOBER 7, 2014

This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Kicking the #CX Can Down the Road But in a nutshell, why is it important to listen to customers? Clearly, you cannot begin a voice of the customer initiative without first understanding who your customers are.

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

Michel Falcon Experience

SEPTEMBER 24, 2015

Do you want to know the number one question I’m hearing today from executives, professionals just like you, that want to improve their company’s customer experience? Customer experience is a growth strategy. bctt tweet=”Customer experience isn’t agnostic to a specific industry or size of company.

Customer Experience 60

Customer Experience eBook Social Media Training 60

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. If this strategy worked for me, surely it will work for you too!

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78

Michel Falcon Experience

JANUARY 16, 2017

I still remember the day in 2007 when I committed to understanding customer experience management and how it grows businesses. I read books on customer experience, I set up a Feedly account and read dozens of articles every day on the subject. Purchase affordable online courses. Buy relevant books.

Hospitality 60

Hospitality Study Airlines Culture 60

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Here’s why: CXM Status Quo.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). All the leaders were asked the same two questions : 1.

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Action — making a significant positive difference — is the point of anything we do in business.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere. Everyone's doing it.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48