Blog
Customer Experience
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Three Things ALL Companies With Outrageous Customer Experience Do
Today’s post has been written by Chris Luxford, a Senior Partner at The ASPIRE! Group and an old friend and colleague. Chris is passionate…
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Learning from US Customer Experience Leaders
CXpert associate, Sean Heylen, steps in today to deliver his review of a brand new Customer Experience report from the US. A key study…
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Be Transparent
(Image courtesy of Pixabay) A lot of times when people talk about improving CX they speak in terms of large, sometimes ambiguous goals.…
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Customers Going Rogue
Social media has effectively turned customers into broadcasters. We all know the old statistics that a satisfied customer will tell 2-3 people about their…
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Customer Experience vs Sales & Retention
I’ve written in the past about the benefits of following a CX strategy and Watermark Consulting did some great analysis a couple of years…
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Passion and Commitment
I truly believe that customer service people are some of the most passionate to be found in any organisation. Their commitment to customer satisfaction…
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CXM’s – Talk, Talk, Talk
(Image courtesy of Unsplash) A Customer Experience Manager (CXM) should be gregarious by nature. Your job is to make people feel cared about…
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Customer Journey Maps
Before you can set about improving your customers’ experience of your company/brand, you need to understand how they interact with you throughout their entire…
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Customer Experience – The Tablestakes
So you’ve read my last post on the benefits of managing customer experience and decided to pursue a customer-centric strategy yourself. Congratulations! Deciding to…
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Why Manage CX?
Why are companies pursuing the goal of creating exceptional customer experiences? After all, CEM costs money. Lots of money. As with most enterprise goals,…