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Customer Experience Leaders Have a Global Customer Focus Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about call-center scripts or
Leaders want to deliver exceptional experiences. We all want to deliver for our customers, starting with a sales experience that builds trust between our organization and our buyers. After all, sales sets the stage for the entire customer journey.
ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. It’s natural for any organization to have goals that don’t align perfectly with the goals of their customers. And
The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry,
It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even
It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the
As a whole, we don’t really enjoy talking about customer experience basics. Instead, the conversation around CX often centers around the pull-a-rabbit-out-of-a-hat, OHMYGOD moments that amaze customers and offer those oft-discussed but hard-to-achieve moments of
Customer Experience is About Value and Values Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we
Blueprinting helps you plan the customer’s journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings.
The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. I was there among
