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
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“Success is the sum of small efforts, repeated day in and day out.” – Robert Collier What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving
This article is sponsored by PayPal. ne·glect /nəˈɡlekt/ verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages Neglect can feel like a harsh word. It’s easy
Originally posted in April 2020. Updated September 2021. It feels like there have been a lot of plans made…only to be disrupted. There was a brief moment in time when it felt like we were
In this course, customer experience expert Jeannie Walters walks you through creating a positive customer experience. Jeannie explains how to understand your customer’s end-to-end experience, or customer journey, and goes over the steps to build an effective customer experience strategy.
How Customer Experience Maturity Develops There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers
Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of
Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet
I want you to sweat the small stuff. To start worrying about details. To consider micromoments.
Listen to this article Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to