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Key performance indicators are important gauges of progress in customer experience management or any other endeavor. Employee engagement in balanced scorecards encourage 360-degree views of progress for a corporation or initiative. The scorecard typically covers several categories, for example...
I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. Often when...
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It never ceases to amaze me how some organizations just don’t get “it” yet. The “it” is a better customer experience. Here are a few recent examples that exemplify my point. A top seller of home security cameras sends two cameras in separate packages both with missing parts. When I...
It may be a trite and overused metaphor, but everyone knows what I am talking about: lost customers. Churn, defection, leakage – call it what you may, lost customers translate into lost value for a company. Lost customers represent lost profits and cash flow today and tomorrow, depressing the...
The Scotland CXPA Network is a local community of CX professionals to connect, learn, and share ideas and best practices with each other. We welcome you to stay connected in this online space in between your in-person events planned by CXPA volunteers. We can’t wait to welcome you at our next...
It is more important than ever to retain customers. Success often relies on having a deep understanding of your customers across every touch point –and that involves listening. That’s where an effective Voice of the Customer program can add real value, delivering insights to help you improve...
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This post originally appeared on Farlinium . As 2020 closed out I started reflecting on the past 8-10 years of CX (customer experience) success and failures, and thought to myself, has nothing changed? Surely the discipline of CX has come a long way in the past decade, right? I began doing...
You’ve worked hard on establishing a new CX strategy for your organization. In developing your strategy, you secured the commitment of executive leadership; received the buy-in from department leaders; established a cross-functional team of frontline employees seeking their perspectives; sought...
Often am asked, which industry or company type benefits the most from CX. This is indeed a tricky question, because the question assumed a baseline or benchmark which in reality is ever changing and dynamic. Having said that, I do feel that the companies who either have: 1) Wide portfolio of...
Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevolence, smoother digitalization, stronger security and safety, greater inclusion and diversity. The 2020s decade is...
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