[Experience Action Podcast] A Scary CX Story Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That’s the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action.
[Experience Action Podcast] CX Pulse Check – October 2023 What is going on right now in Customer Experience (CX)? This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success!
[Experience Action Podcast] Customer Experience VS. Member Experience ❔”Are there differences in how to approach member experience versus customer experience?”❔
[Experience Action Podcast] Acting on Negative Feedback Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and change?
[Experience Action Podcast] Updating CX Foundations Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We’ve got you covered!
[Experience Action Podcast] CX Pulse Check What is going on right now in Customer Experience (CX)? This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success!
[Experience Action Podcast] Prioritizing with a CX Charter ❔”How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the customer’s experience?”❔
[Experience Action Podcast] Performance Reviews and CX ❔”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 be rough from both sides of the table. They are often full of assumptions and expectations. However, these hard conversations […]
[Experience Action Podcast] Focus Groups and Feedback ❔”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 other things should we consider? I’d love to hear your feedback.”❔ Traditional focus groups have been popular for gathering real-time […]
[Experience Action Podcast] Customer Service vs Customer Experience ❔”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 to see that we should focus on customer experience, not just customer service?”❔ We need both customer service and customer […]
