InMoment XI
JUNE 21, 2022
The ultimate goal for brands is to move beyond collecting operational and customer feedback, toward building differentiation from competitors, and ultimately designing and innovating new revenue streams and customer segments for the future. In doing so, the entire culture of the business is focused on the customer.
ClearAction
DECEMBER 14, 2017
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? They can be categorized by Customer Profitability, Customer Knowledge, and Customer Well-Being. Lynn Hunsaker.
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ClearAction
DECEMBER 14, 2017
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? They can be categorized by Customer Profitability, Customer Knowledge, and Customer Well-Being. Lynn Hunsaker.
Lumoa
FEBRUARY 6, 2018
Companies do marketing, sales and CRM – the customer does the experience! Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer experience starts with a strong customer-centric culture, and that tone is set from the top.
CloudCherry
JANUARY 21, 2020
The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Level 3: State of The Art.
CX Journey
JUNE 22, 2017
Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.
Lumoa
OCTOBER 31, 2018
Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.
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