Chip Kahn

Customer Service Metrics Are Ruining Customer Experiences

Chip Kahn -
To meet high customer expectations, enterprises have become increasingly reliant on metrics to tell them how they’re performing. Unfortunately, legacy metrics orient people, business processes, and technology around the wrong goals. If we’re going to meet customers’ rising expectations, we need to define new metrics…

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Best Practices to Prove the Business Value of Customer Experience

CustomerThink’s research finds just 19% of CX initiatives can show tangible benefits. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure.

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

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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