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Overlooked Moments for CX Leaders [Video]
Sponsored by PayPal About Pay in 4: CA: Loans made or arranged pursuant to a CA Financing Law License. GA: Installment Lender Licensee, NMLS #910457. RI: Small Loan Lender Licensee. The customer journey is all
[Experience Action Podcast] Process Improvement VS. Customer Experience
❔”Is customer experience and process improvement the same thing?” ❔ This is a very interesting question! For starters, we need to think of it as a “yes, and” scenario. Business plans tend to focus on
The Payment Experience: YES, it’s Part of Your Customer’s Journey! [Video]
Sponsored by PayPal If your customers are interacting with your business, they are having an experience. This includes what happens before, after, and during their purchase. The payment experience is part of this… and can
[Experience Action Podcast] Defining Customer Experience
❔”How do we define what customer experience truly is?”❔
Five Ways to Thank Customers — And How to Find Opportunities in Your Organization
When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a
Customer Listening Posts: Ask These Questions to Boost Your VoC Program
What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a
How to Build a Customer Experience Persona
Developing CX Personas: The Step Before Journey Mapping In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. I
5 Ways to Optimize Your Customer Feedback Program
A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert
Creating Customer Personas: Solutions to 4 Common Challenges
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the
