Sat.Sep 30, 2017

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Why Should You Care About Customer Experience?

Kerry Bodine

A couple of months back, I wrote a post called You Must Invest In Customer Experience. In it, I detailed research by the American Customer Satisfaction Index that shows that an investment portfolio that takes long bets on CX leaders and shorts CX laggards outperforms the S&P 500 by nearly a factor of five. That study was all about end consumers.

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Die Customer Experience Professional Association gibt es jetzt auch in Deutschland, Österreich und der Schweiz – und wir brauchen Ihre Beteiligung.

eglobalis

Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten. Die CXPA wurde 2011 gegründet und ist die weltweit führende Non-Profit-Organisation für die Weiterbildung und Förderung von Customer-Experience-Managern.

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Managing Change in Your Ecosystem

Strativity

To understand both the capacity for change and reluctance to change, it is necessary to take a close look at the functional areas within your company’s ecosystem. Mapping and examining the connection between different stakeholders, as laid out in this excerpt from Customer Experience Strategy, provides guidance about whom you should bring into the change process and at what stage, taking your change strategy from a place of resistance to real, meaningful change.