How CX-y Are You, Really? From CX Lip Service to CX Superpower
Let’s get real: just about every company says they care about customer experience. Some even scream it in their ads. But caring is not doing. And doing is not doing well.
Connecting the Dots: Marrying X(perience) and O(perational) Data
X + O = the motherlode, the Holy Grail of data. Most firms, however, simply fail to connect the dots across data sources. The result is a failure to realize the benefits of data integration.
The Myth of the Self-Service Voice of Customer Platform
The promise is bold: you can do everything yourself without the need of expensive support and get away from reliance on the research geeks. The problem is the gap between the promise and reality.
Redefining the Purpose of Your Company: Nurturing Customer Relationships
Companies strive to create value. But what defines your firm’s value? And what is the source of that value? Value is created by customers. Customers buy stuff – that’s what creates value.
CX is about Maximizing Value & Minimizing Risk
It’s increasingly rare to find a mid-sized or larger company that doesn’t have a CX/VoC program of some sort. But for many (perhaps even most) firms these programs are check-the-box cookie cutter formalities that really aren’t listening or taking meaningful action on what they hear
The ROI of CX (RoCX)
If you want your CX efforts to be taken seriously at budget time, in the C-Suite, or the Boardroom, you must be able to quantify in some way the value of improving the customer experience for your company.
CX and the Business of Influencing Customer Behavior
It doesn’t matter what you sell, how you sell, or to whom you sell (B2B, B2C, or B2B2C), your real business boils down to one thing: you are in the business of influencing customer behavior.
Customer Experience Management: Strategies for Small Businesses
Small business owners who provide an awesome customer experience are the ones winning the race. It’s all about making your customers feel valued and appreciated.
The Experience Economy: Unlocking Customer Delight and Business Growth
The business world is changing rapidly, and the way customers interact with brands has undergone a massive transformation. We’ve entered the era of the Experience Economy.
Experience is the new competitive battleground, so get it right
Firms are finding that competing on price or product is not enough. Customer experience (CX) has become the new battleground, so it is more important than ever that you get it right.