Join us at CX Leaders Advance – secure your spot before Friday, April 19th. www.cxleadersadvance.com
One of the 2024 initiatives of the DEI Committee is to increase awareness about celebrations with which you may not be familiar, but that may be important to your fellow members, colleagues, and customers. In the first of this series, we want to wish those who celebrate a peaceful Passover, while providing insight to help CX professionals support their Jewish colleagues and customers
This course merges the what and how of CX with blended online self-study courses and digital meet-ups. Every learner will have their own map constructed to share with their companies. For all CX professionals.
05-10-2024 01:30 PM - 07-26-2024 03:00 PM ET
It boils down to the notion of customer experience management as “ engaging customers ” in any way possible, or doing things to customers, or getting customers to do something for you
So, we develop ways to communicate CX results. Customer satisfaction, loyalty, recommendation, effort - the list of customer experience results vary by organization
Customer success is the business methodology of ensuring customers achieve their desired outcomes while using your product or service. Customer Success is relationship-focused client management, that aligns client and vendor goals for mutually beneficial outcomes. Effective Customer Success strategy typically results in decreased customer churn and increased up-sell opportunities. The goal of Customer Success is to make the customer as successful as possible, which in turn, improves customer lifetime value (CLTV) for the company
This culture is created by front-end and back-end processes and experiences that ultimately influence customer perceptions. These perceptions either strengthen or detract from our relationship with our customers and our brand consideration in the market
3 Comments - "Customer Experience = Customers’ realities in selecting, getting, and using a solution that enables a capability they want." The context of the capability the customer is pursuing is a game-changer. When you know which capability is being pursued you can understand and proactively manage the customer's expectation-set across their journey and the customer life cycle. Additionally, this expectation-set info is the key to making CXM relevant and compelling to every functional area in your company! See https://clearactioncx.com/customer-experience-definition/ for Slideshare decks explaining more
Amount of effort the customer has to put forth during their experience with a product/service
Testimonials from customers
Delivery of purchased services or remedial services, or post-sale assistance to customers
Comparison of customer's reality versus expectations
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