[Experience Action Podcast] Process Improvement VS. Customer Experience [wp-svg-icons icon="new-tab" wrap="i"]
Experience Investigators
by Kiah Gutowski
1w ago
The post [Experience Action Podcast] Process Improvement VS. Customer Experience [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators ..read more
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[Experience Action Podcast] Defining Customer Experience [wp-svg-icons icon="new-tab" wrap="i"]
Experience Investigators
by Kiah Gutowski
1w ago
The post [Experience Action Podcast] Defining Customer Experience [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators ..read more
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[Experience Action Podcast] 5 Questions for Customer Experience (CX) Leaders [wp-svg-icons icon="new-tab" wrap="i"]
Experience Investigators
by Kiah Gutowski
1w ago
The post [Experience Action Podcast] 5 Questions for Customer Experience (CX) Leaders [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators ..read more
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[Experience Action Podcast] How To Use a Customer Experience (CX) Mission [wp-svg-icons icon="new-tab" wrap="i"]
Experience Investigators
by Kiah Gutowski
1w ago
The post [Experience Action Podcast] How To Use a Customer Experience (CX) Mission [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators ..read more
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Your 2023 Customer Experience Plan: Strategies, Videos, & Resources
Experience Investigators
by Jeannie Walters
3w ago
What would success look like in a year? Let’s imagine a year from today… Customers are happier than they’ve ever been, and you know that because their feedback shows it Employees are engaged in not just the idea of customer experience, but in their role as an important part of it Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey Sales are up thanks to referrals and positive word-of-mouth marketing Service costs are down, thanks to fewer issues and more efficiencies from supply chain management to first issue resolution ..read more
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Connect Customer Service Success with Customer Experience Excellence
Experience Investigators
by Jeannie Walters
1M ago
Customer experience success, as we define it, is about living up to the promises made to customers AND delivering business results for your organization. (If you haven’t yet, we recommend a CX Mission Statement and CX Success Statement  to help you define success.) This type of success relies on super customer service. Yet we often hear how that ONE special person delivered for customers in ways that felt above and beyond. Let’s talk about how to capture that magic and extend it throughout the customer journey. Related Article: CX Mission Moments: 3 Ways to Turn Words into Actions  ..read more
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Developing Cross-Functional CX Buy-In: 3 Challenges & Methods
Experience Investigators
by Jeannie Walters
1M ago
Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. CX teams that collaborate cross-functionally are 27% more likely to have a high or very high Return on Investment (ROI) of their CX program, according to the 2022 State of CX Report from GetFeedback. The leaders I speak to express this same feeling. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Common Challenges to Cross-Functional Cooperation in ..read more
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[Experience Action Podcast] Customer Experience (CX) Training [wp-svg-icons icon="new-tab" wrap="i"]
Experience Investigators
by Jeannie Walters
1M ago
The post [Experience Action Podcast] Customer Experience (CX) Training [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators 2.0 ..read more
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Five Ways to Thank Customers — And How to Find Opportunities in Your Organization
Experience Investigators
by Jeannie Walters
1M ago
When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago.  I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please and thank yous aren’t very common anyway, but especially from kids. Thank you for the thank yous! Seriously – your sons are both very polite and I appreciate it!” Of course, I was ..read more
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What Every C-Suite Leader Needs to Know about Customer Experience
Experience Investigators
by Jeannie Walters
1M ago
What Does Customer Experience Success Mean to Your C-Suite? There’s a scenario that seems to repeat itself. The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. They sometimes stop there. They might talk about this idea in meetings or even ask someone to lead this focus, but maybe not with a full title or team. These discussions are more like, “Hey you – CMO – you think about customers, right? We need to get better at customer ex ..read more
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