❔”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 what’s happening INSIDE the organization, while customer experience is often happening outside what you do. Customer experience is the end-to-end […]

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 make or break the customer’s interaction. The payment experience is often overlooked as a customer touchpoint. Focus on exceeding customer […]

❔”How do we define what customer experience truly is?”❔

❔”How do I evaluate how well we’ve done as far as customer experience goes?”❔

In this week’s episode, Jeannie talks about all things CX Mission Statement

Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. The list includes simple yet timeless ideas, like: Think Win-Win — Collaborate more effectively by building high-trust relationships. Seek First to Understand, Then to Be Understood — Influence others […]

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 plan that typically includes Customer Listening Posts. What are Customer Listening Posts? Customer Listening Posts are specific tools, locations and […]

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year The end of your fiscal year As you wrap one quarter and prepare for the next Before budgeting season Any time changes demand […]

Customer Experience requires action… and action requires effort. Customer experience efforts lead to lists of action items. And those lists can get long! Creating a CX strategy means having a plan to execute that requires getting other leaders and teams on board with an aligned mission. Customer journey mapping efforts lead to areas to improve […]

Is Your CX Program Looking Toward the Future? Customer experience leaders spend a lot of time looking at what’s happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers. Operational data shows leaders how customers behaved last week, last month, and last year. And customer journey maps tell […]