Can understanding the difference between customer experience and customer service revolutionize your business strategy? Join me, Jeannie Walters, as we unpack this game-changing distinction and explore why it’s so important to have both represented in your organizations in powerful ways. Every single business leader should absolutely care about customer service, but you’ll hear why they should care about customer experience as well. We also delve into the critical role of cross-functional leadership in crafting seamless experiences, which ultimately lead to higher retention rates and increased sales.
What can we learn from industry disruptors like Amazon and Uber about customer experience innovation? This episode sheds light on strategic approaches that drive growth and disruption, from making a compelling business case to leveraging emotional customer testimonials. Discover practical steps like forming a cross-functional CX team and utilizing tools such as the Customer Experience Strategy Success Statement to define and achieve success.
Resources Mentioned:
CX Success Strategy Statement Workbook
CX Charter Guidebook
Customer Journey Mapping Workbook
Experience Investigators Learning Center
Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!
Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie