Our Holiday Wishes for Great CX
Every successful customer experience initiative starts with a skilled CX team. Brush up on your CX skills to strengthen the business case for CX; to develop relationships within your organization; and to deliver standout customer experiences in the new year.
NPS Survey Question – Should It Be First Or Last?
I recently discussed the importance of getting Voice of the Customer (VOC) feedback and common methods, such as surveys, to understand customer perceptions and expectations across different touch points. To be effective and acquire actionable insights, questions must be designed with best practices applied and a “test & learn” approach.
Hiring Tips: Who Should I Hire First on My CX Team
The pressure to demonstrate business impact and ROI on your Customer Experience initiatives quickly makes your first hire even more important. As usual, there is no answer that fits all scenarios perfectly. We have some helpful strategies to consider based on the structure of your organization and your goals.
What is Customer Experience? What are the Faces of CX?
Each area of CX represents a path for CX professionals to impact business health and build successful careers. One of my favorite CX analogies is that it is like the blood in our bodies. When CX is done well, it touches every aspect of an organization. That’s what makes customer experience so much fun! You will never be bored working in CX.
How To Create A Customer Journey Map (Free Template)
In my recent article, I wrote about “WHAT Is a Journey Map and WHY Do It?” Once you understand the importance, you may be wondering HOW to get started and improve your CX skills. If so, you have come to the right place. Learn three actionable tips and get a free template.
Customer Journey Map. What is it? Why Do It? (Part 1)
A customer journey map is a simple concept: it is a diagram that shows the steps customer(s) go through when interacting with a company, such as shopping online, visiting a retail store and other experiences. The need for journey maps becomes more important as the number of touchpoints increase and get complex.
CX Skills Builder: How to articulate your CX Value and secure your budget
Two weeks ago we urged you to find CX problems and fix them instead of diagnosing and mapping them. That is