Lumoa
FEBRUARY 6, 2018
There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Stop surveying your customers and start listening to them.
ShepHyken
DECEMBER 3, 2021
Before truly focusing energy on the customer, the XGS team has had to focus on the most important asset of all: its people. Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Voice of Customer.
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Innovative CX
APRIL 1, 2021
Continually chasing journey maps, voice of customer programs, process improvements, new strategies, metrics and measurements and better employee engagement might help organizations feel like they are improving their CX, but if they don’t successfully implement these findings, all is for naught. If only it was that easy!
Lumoa
OCTOBER 31, 2018
These new technologies are here to stay and we’re wise to vet and implement them carefully, testing frequently to ensure they are truly improving the customer experience rather than detracting from it. Three words: voice of customer. Stop surveying your customers and start listening to them.
Think Customers
DECEMBER 13, 2021
Step #6: Measure your success with customer-focused metrics This final step is more like the beginning of your long-term CX strategy. For example, starting with the right feedback mechanisms can give you first-hand insights from customers about the new channels and capabilities available to them.
ijgolding
JUNE 9, 2015
The lower your scores, the greater your level of understanding will be in the need to create a development plan: Section C 1 – Customer-centric Culture. A customer-centric organisation. Drives employee engagement and involvement — from the front lines to the executive suite.
Wootric CX Blog
FEBRUARY 14, 2019
Why we love Rachel: She’s the Director of Customer Experience at Zuora. Rachel has built and led high-performing, thought-leading customer-focused teams. Why we love Sarang: Sarang’s head of Customer Success at Wootric. Rachel English. Sarang Bhatt. To reduce churn? Optimize their product or service?
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