...all that work...now what!?! Collecting feedback from surveys or a button on your website is NOT a CX program. It’s a start, but it ‘s the main reason why so many CX initiatives are failing! It’s not the survey nor the technology platform, it’s something more controllable in the long run than the mash-up of…
When Great CX is Part of the Organization DNA CX Live is about employee engagement and cultural transformation. This level of CX Maturity is all about the creation of a shared value system to encourage, empower and enable all employees to deliver optimal customer experiences throughout the organization. At this level HR departments leverage the established CX…
It’s not only what you say, but how you say it. Socializing CX data, getting the word out, is by far one of the most challenging steps towards doing CX Right. During this decade organizations have struggled to bring customers “into the room” and make sense of the feedback provided from them. Even after executives…
It is key to understand your different customer types and serve them the way they want to be served. It simply doesn’t work when you put all customers/visitors/prospects in the same bucket. A highly optimized CX program allows you to gain intelligence about your customer types. Key questions about your customers: Internal or External: The overall…
Is Customer Experience New? No, not at all. Businesses, governments, associations, not-for-profits have been focused on the "customer experience" for years. From the beginning customer service was paramount to ensuring repeat sales and increased revenues. When customers visited stores and businesses, they appreciated the friendly greeting, expertise and personalized service. If there was ever an issue,…
Dave Lewan 