CX Journey

FEBRUARY 14, 2018

I've been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 25 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. Company executives say: " We'll collect feedback from employees later.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

CX Journey

MAY 3, 2016

Customer-Centric Culture A customer-centric culture is one that encourages employees to focus on the customer. It begins with executives who are committed to the cause and talk about the customer and the customer experience before sales and acquisition. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

CX Journey

AUGUST 11, 2015

It leads to a number of things, none of which you'll get by making decisions that are not based on what's best for your customers.

Policies 80

Policies System Touchpoint Feedback 80

SurveySensum

MARCH 4, 2021

So you’re looking at strategy, organizational adoption, accountability, the voice of customer, experience design and innovation, and measurements. Now you take the voice of the customer and the voice of employees and then put it side by side the voice of the business. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52