Peter Lavers
NOVEMBER 16, 2017
Pretty much everything described so far has been about what businesses “do” for and to our customers. We “do” marketing and sales, but the customer “does” their experience! Multi channel” is therefore (but unintentionally, I believe) not a customer centric term.
CX Journey
FEBRUARY 27, 2015
A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3. Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. How will you listen to customers?
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Lumoa
JANUARY 9, 2018
That’s what we asked each of them: How do you see the future of customer experience?? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. How to overcome those challenges?
ClearAction
APRIL 3, 2015
Answering the question "How does our org structure best serve our customers?" CX governance structure: what does the company need, according to the organization and customers? Improve customer experience by eliminating CX functional boundaries. Related articles: 4 Customer Centric Culture Building Blocks.
C Space
MARCH 12, 2020
She envisions a near future where the relationships companies form with customers play as vital a role in organizational operations and decision-making as big data and sales results. As you think about what’s coming next, ask yourself how well you know your customers, and what new norms do you want to create.
ClearAction
JUNE 8, 2015
Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan. After all, studies have shown that sports team-like coordination among the managers of various aspects of customer experience yields stronger business results. We all want to win with customers.
Amity
JUNE 14, 2016
Mastering customer success is quickly becoming the holy grail for SaaS companies, and with good reason. Here are 16 Ways To Master Customer Success From Industry Leaders. What does it take to build and sustain a customer-centric culture in your organization? Here are the 7 Decisions on the Path to Customer Success.
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