How does customer experience complete brand management?
How does customer experience management complete brand management? Would your business benefit from focusing a little more on what your customers experience?
Should you trust customer feedback?
Cynical or all believing - how do you interpret customer feedback? More importantly, do you rest on your laurels or take action? #customerexperience #fakereviews
I work in B2B, I have relationships [and don’t need to manage my customers’ experience]
Ouch. The title of this post is one of the things I hear most often when I am 'reaching out' to sell my services. Is it true? Are relationships all you need? Relationships are amazing but they are not enough…
12 ways poor customer experiences affect your bottom line
Managing your customer experience is about much more than the warm glow of a job well done. It has a material impact on your performance and sustainability.
More than reputation management
Longevity of your products, services and business systems only happens when they satisfy your customers. Generating customer loyalty needs much more than reputation management.
Does customer pain reach the heart of your organisation?
When organisations depend on customer-facing teams to resolve all customer issues, they are likely to run into repeated problems.
Customer satisfaction is a measure of customer experience
Improving your customer experience needs a blend of quantitative and qualitative information. Give your customers a good listening to and see the results.
The truth about quality and customer satisfaction
Digitally enabled processes do not dispense with the need for quality management. If you want to satisfy your customers you must provide what they need, when they need it, how they need it all the time.
How to delight your customers – organisational culture
If the C suite demonstrates an interest in customer satisfaction and invests in improvements, everyone can contribute to excellence in the customer's experience.
How to delight your customers – the joy of data
With data we can understand our customers and build business cases to improve their experience. And that lets us improve revenues and costs along the way.