Articles

Tag: cx (page 7)

  • Customer Experience Maturity: Cross the Chasm from Fluff to Tough

    Customer Experience Maturity: Cross the Chasm from Fluff to Tough

    If you’ve made some improvements in your organization’s customer experience (CX), then bravo — go ahead and celebrate!  But then get back to work. The path ahead may be even harder. Great Customer Experience Doesn't Happen Overnight Companies can’t deliver great CX overnight.

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  • Align Your Customer Experience Goals (or Commit to Wasted Effort)

    Align Your Customer Experience Goals (or Commit to Wasted Effort)

    Improving customer experience presents unique challenges. It requires coordination across multiple business functions — marketing, sales, service, supply chain, engineering, finance, IT.  And while "organizational alignment" has received its fair share of lip service, the challenge of alignment remains.

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  • Commit to Customer Experience with a Company-Wide Strategy

    Commit to Customer Experience with a Company-Wide Strategy

    A lot of moving parts go into creating exceptional customer experiences.  Personalization, channels, translationrelevance and more all work together to capture the reduced attention span of today's online customer.  But while all of these elements contribute to the customer experience, they won't get anywhere without company

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  • 3 Ways to Elevate Your Brand's Customer Experience

    3 Ways to Elevate Your Brand's Customer Experience

    It is often said that technology makes life easier. But as more companies release technology products designed for efficiency and problem-solving, setting up and actually using these shiny new devices to their potential doesn’t always live up to the promise of a simpler, easier life. How do technology brands fix this issue ? Where

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  • Raise the Bar on Customer Experience with Maturity Models

    Raise the Bar on Customer Experience with Maturity Models

    Gone are the days when a brand could get away with a mobile experience that's a miniaturized version of the desktop website. Gone too are the days when it was acceptable to forget a logged in customer's preferences on an e-commerce site.

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  • The Elements of a Seamless Customer Experience

    The Elements of a Seamless Customer Experience

    News flash: Customers do not think in silos. They expect a consistent experience across every facet of your business and organization.

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  • What Does 'The Customer Is Always Right' Mean Today?

    What Does 'The Customer Is Always Right' Mean Today?

    You've heard the saying “the customer is always right,” but it's time to take that idea a step further.  In the subscription economy, many companies don’t begin to realize profit until their customers renew subscriptions several times over.

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  • B2B Customer Experience Doesn't Have to Lag B2C

    B2B Customer Experience Doesn't Have to Lag B2C

    How was your experience the last time you bought a product or service for your business? Could you find all of the information you needed on the vendor’s website, or did it leave you confused? Did you have clear communications with the vendor’s sales and support people — both over

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  • Why Most Customer Feedback Analysis Tools Suck & How to Fix This

    Why Most Customer Feedback Analysis Tools Suck & How to Fix This

    Customer feedback analysis tools are all the rage, but most of them suck. They collect scores into pretty dashboards, but don’t actually tell what the feedback is or how to achieve customer loyalty.

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  • Achieve Customer Experience Maturity Through Customer Data Reliability

    Achieve Customer Experience Maturity Through Customer Data Reliability

    We've all heard the boasts that companies make about their superlative customer experience (CX) goals and missions, promising customer delight and surpassing customer expectations. And while most companies acknowledge the value of a good customer experience, many find it hard to meet customer expectations.

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  • CMSWire Tweet Jam: Creating the CX Organization #CXMChat

    CMSWire Tweet Jam: Creating the CX Organization #CXMChat

    What's the key to a successful business? Make your customers happy. It sounds simple, but that underscores all of the effort that goes into providing great customer experiences again and again.

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  • Why the CX Discussion Keeps Returning to Culture

    Why the CX Discussion Keeps Returning to Culture

    It's been interesting to watch customer experience mature. The customer experience concept was born out of work consultants did across disciplines, including marketing, operations and customer service/support. They recognized that by understanding the lifecycle expectations customers had around value, trust, engagement and products, businesses could improve their performance.

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  • Are You Measuring for Customer Success?

    Are You Measuring for Customer Success?

    Everyone has customers.  Whether you execute large contracts for the government, sell the latest widget or run an industry association, customers pay your bills. But the constant pressure to increase revenue and market share makes it challenging to keep the customer in focus.

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  • Don't Let Silos Destroy the Customer Experience

    Don't Let Silos Destroy the Customer Experience

    Every company has silos. They separate people from each other and from information — and generally speaking, the bigger the company, the bigger the silos. They can exist along regional, country, business unit, product team or other lines. Silos can even influence your digital operations.

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