Remove customers-wall-of-love
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The Struggle to Unravel the Truth Behind Customer’s Perception and Reality

Beyond Philosophy

But when they do customer survey data, the customers don’t think they are. The internal perception is shipping is going great, but the customers’ perception isn’t. For my part, it’s the customers’ perspective. So, Damien wants to know why there is a discrepancy. Lorraine disagrees.

Surveys 195
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Discover How Uncovering Customers’ Hidden Motivations Leads to ROI Growth A Master Class: Unlocking The Psychology of Customer Experience

Beyond Philosophy

Listen to the podcast: I often say there is never one thing happening in a Customer Experience ; instead, there are multiple things at work. Therefore, one theory or concept will not explain your customers’ behavior; instead, you need the effects of several combined theories. So, I thought I should share it with you all too.

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Forget About the Wow. What Should You Fix NOW?

360Connext

Customer experience repair and improvement can be completely overwhelming! Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process. Customer experience repair is always the first step! There are so many areas to tackle.

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Is Your CX Performance Slipping? Forrester Thinks So

Skybridge

Even tiny shifts in leadership focus can lead to costly drops in customer experience. After showing an impressive post-covid CX rebound – and steady gains in 2021, US brands appear to have hit the wall. That’s according to Forrester’s 2022 US Customer Experience Index. What do they love about your brand? ?

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15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1] 

Lumoa

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

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Customer Satisfaction Quotes: Fuel Your Motivation with These 51

Nicereply

Customer satisfaction is at the heart of successful Customer Experience (CX). But staying focused on customer satisfaction can be tough with so many daily tasks and goals. Let’s dive into a list of customer satisfaction quotes, meant to inspire and keep you rooted in the importance of great customer experience.

SaaS 59
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6 Reasons You Should Get Rid of Email and Switch to Phone Support Now

Nicereply

70% of users surveyed report that they’d “ rather die ” than respond in a courteous manner to an emailed support thread. Certainly, we can fix this problem with some good old-fashioned customer service. It’s understandable, then, that as a leader you don’t always have the time you need to reevaluate strategies, procedures, and tools.