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❔”I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization continues to use NPS as a KPI (Key Performance Indicator) for the entire organization. What
❔”Many times, we will get feedback from our customers about a pain point. We’ll map their journey, identify opportunities for improvement and even implement changes. But then what?”❔ When making changes to better the customer
Do you have a Chief Customer Officer? A few years ago, Gartner reported that nearly 90% of organizations did. Where this vital function should sit in their organizational structures is the lingering question of customer
Ever wish you had a crystal ball to predict customer complaints and issues? While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments
❔”What do you think about how the new Starbucks CEO said he’d work 4 hours a month as a barista in different stores? Is this a good move or just a PR stunt?”❔ Let’s talk
“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” Sound familiar? You or maybe your organization may have adopted
❔”I’ve heard you talk about a Service Code as a tool for front-line customer service…what is it and how would I use one?”❔ A Service Code defines what good customer service means in your organization
Better Customer Journeys Require Improving Your Customer Intelligence With Operational & Experiential Data In an ideal world, customer experience would be built, improved, reviewed, and evolved based on real-time intelligence. This intelligence would include customer
❔Is it possible for a company to work on both customer experience and employee experience at the same time?❔ One of Jeannie’s core beliefs is that you can’t authentically deliver a great customer experience without
❔How do we link all the areas in our organization together for a better customer experience? How do we really become customer-centric? ❔ When discussing customer experience, we often start with tactics (surveys, data collection,
