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Are you Inside-Out or Outside-In? Designing a Customer-Focused Process

Beyond Philosophy

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

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Unveiling Customer Experience Key Indicators for Senior Service Managers

Win the Customer

Customer Journey Mapping and Touchpoint Analysis Understanding the customer journey is vital. Mapping out touchpoints and analyzing each interaction aids in identifying pain points and opportunities for improvement. Employee Engagement and Satisfaction Happy employees often lead to happy customers.

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Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

ijgolding

Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

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Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. We need to develop the tools people use to optimize the Customer Experience.

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Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Task: Identify a “gap” in the customer experience journey. They invest to meaningfully improve the customer experience.

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Customer Experience Handoff Silos are the Heart of Success

ClearAction

Customer Experience Handoff Silos are the Heart of Success Lynn Hunsaker. One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies horizontally. 1) Customer-Centric Job Descriptions.

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10 Steps To Achieve Greater Customer Success

ProProfs Blog

Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak. Read on to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business.