InMoment XI
SEPTEMBER 22, 2022
With Six Sigma we typically ask 3 questions: Is there a gap between the current process and the customer expectations around that process? You should be able to answer the first question with your voice of customer data, meaning you should be able to work out what issues are causing the most dissatisfaction across your customer base.
ijgolding
JUNE 9, 2015
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.
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ijgolding
JANUARY 15, 2016
It is possible that different groups of people are all trying to do CX related activities that are not aligned. They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation.
Lumoa
JANUARY 19, 2023
Customer Experience Manager / Director This leadership role is responsible for overseeing the CX team, setting up the key processes and goals, establishing relationships with the rest of the organization, reporting to executives and board. They have responsibilities of both people management and project management.
Lumoa
JANUARY 9, 2018
This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. This is hard work but it’s that work that ultimately brings about happy, loyal customers. Three words: voice of customer.
ClearAction
JANUARY 6, 2021
11) Start expecting everyone to align to customers. A rogue decision by a small group or even one individual can derail your customer experience progress , reputation, and even your stock price. Plan up-front for balanced effort to last for the long-haul in making a difference for customers.
Lumoa
OCTOBER 31, 2018
This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. This is hard work but it’s that work that ultimately brings about happy, loyal customers. Three words: voice of customer.
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