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.
Explore how value-added resellers can overcome key challenges through customer experience innovation, driving revenue retention and operational excellence.
Everyone wants measurements that matter – there isn’t much point in having metrics that fail to or inaccurately measure what you are trying to accomplish. The best CX metric is that which best explains the customer behaviors you are trying to motivate and the business outcomes you want to drive.
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
In manufacturing, establishing trust and enabling digital transactions are both critical, but their relative importance can vary based on the specific context and goals of the business.
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.
Customer Experience is still regarded by many as a soft-and-fluffy activity. In reality, however, Customer Experience is a science.
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.
When it comes to Customer Experience (CX)—which literally touches every part of a company—making it a central focus hasn’t been a priority until recently
Recently, my 13 year old asked me “Dad, is Customer Experience simply great customer service or is there more to it?”