CX Journey
JULY 7, 2015
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. The immediate next step for this type of map is to do some customer research.
CX Accelerator
OCTOBER 3, 2019
Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. What about the way the company treats its customers?
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CX Accelerator
OCTOBER 3, 2019
Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. What about the way the company treats its customers?
CX Accelerator
OCTOBER 3, 2019
Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. What about the way the company treats its customers?
ijgolding
JANUARY 17, 2017
Customer Experience Culture – Customer Experience communication and engagement. Are your own people advocates or ‘fans’ of what you are supposed to be doing for your customers? Voice of the Employee measurement.
Hero Digital
JUNE 4, 2019
But all of these excuses are barriers to successful digital transformation as customer expectations evolve. The key to being competitive lies with simple customer service. During the interview, it’s important to follow the cues from the customer and avoid guiding a response.
CX Journey
SEPTEMBER 8, 2016
The linkage between employee experience and customer experience has been proven. It's the sum of all interactions that an employee has with his employer during the duration of his employment relationship. If your employee experience is bad, it will be very difficult for employees to delight your customers.
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