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❔”Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?” How do we define success?”❔ Performance reviews can
❔”My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What
❔”I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there’s nothing to worry about. How do I get them
❔”I’m new to the idea of customer experience, and while I think it’s great, I can’t seem to get others at my software startup to really get it. I do what I can by bringing
❔”How do you find the budget for customer experience initiatives, and who owns it? And how do other companies do this?”❔ Customer experience is not just a ‘nice to have,’ even though that’s how it’s
❔”Our organization has talked a lot about customer experience, and we always say that the customer comes first. We want to get more intentional, more serious about [CX], but we’re not really sure where to
❔”I was talking to a colleague of mine in the marketing department, and we had a question for you: could the customer experience that our company delivers be used as a brand differentiator? If so,
