How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz

Customer Bliss

How do you take insights from customers and drive better decision making and better product delivery? Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. Think about CX of the Future.

5 Real Cases How Customer Feedback Influenced Business KPIs

Lumoa

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. Everyone’s happy and the sales of the new device went up.

Customer mobile expectations drive CX scores downwards

OpinionLab

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. However, closer examination of industry-level detail reveals that this figure is largely being propped up by continuing relatively high COIs in sectors such as financial services (755), insurance (497) and multi-channel retail (513).

Best of the Podcast: Revamp Your Employee Experience By Rethinking Your Hiring Methods

Customer Bliss

While many of us are taking some much-needed downtime this week, I want to thank all of you for listening to the podcast. Of course, I’m grateful for having the opportunity to meet and chat with all of these wonderful guests who share their wisdom, strategies, and tactics with us.

Getting CEM Buy-In at Large-Sized Businesses: 3 Tips from those in the Know

Clarabridge

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. For larger-sized companies with thousands of employees worldwide, it can be particularly hard to reach and convince all of the stakeholders who are needed to make the program successful.

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The key to Customer Experience excellence – effective listening

Thematic

I carry that evaluation process through every touchpoint with a brand including if/how they solicit feedback from me about their service delivery. 6 best practices for customer inquiry. Ask questions that show the customer you want to serve them better. When customers take their precious time to offer input, that time should be honored. Get to the heart of the matter quickly. I love to ask customers questions that compare across repeated measures (e.g.,