Does your company have the right customer strategy? If you are not
sure, the following questions will help you: Is there a mandate
from executive management? Is there a documented customer strategy
Getting the right team in place is critical to be successful
in taking action on customer feedback. Though that may seem
easier said than done, there are a few foundational elements to
keep in mind....
Here are some of my favorite quotes for CX professionals. What are
your favorites? 1. "Unless someone like you cares a whole awful
lot, Nothing is going to get better. It's not." - Dr. Seuss
Do you struggle with taking action on Voice of the Customer? This
is a common challenge with most companies. Here are some quick
steps to help you: Conduct root cause analysis Provide training on
Coming up with ideas to improve the Customer Experience is not as
difficult as you might think. In fact, I recently saw a Customer
Experience team generate over 100 ideas in less than an hour! We
Customer experience leaders are often called upon to do
presentations. But what they deliver should be a story.
What's the difference? PRESENTATION: What comes to mind when you
are asked to deliver a...
The way your Customer Experience initiative is designed needs to be
intentional. Here are some helpful building blocks to follow:
Goals: VoC architecture should be built with the overarching goals