Colleague: So much money has been spent and continues to be spent. On CRM. On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means. Yet, there is little to show for it.
Me: Seems that way.
Amazon claims to be the Earth’s most customer-centric company. If Amazon were like just about every other company this claim would be just a marketing slogan – deceitful, empty at best. However, Amazon isn’t like just about every other company. &...
Customers expect an effortless, connected experience. Business leaders want to see a return from CX investments. Learn how successfully optimizing and connecting service processes to provide a superior customer experience can be the foundation for continued CX momentum and executive support.
Are your Customer Experience efforts stalled or struggling to show benefits that the CFO will understand? Get the secrets to CX success plus tips on how to deal with common roadblocks and how to use maturity modeling to know where to focus your attention.
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.
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Today, experiences are won or lost in the moment they occur. Learn how brands can take advantage of new ways (mobile apps, messaging, connected devices, and more) to engage with customers in real-time to turn a live experience into an opportunity to proactively improve.