Stephan Thun

Apples and Oranges: Why Your CX Program Needs to Be Different

Customer loyalty isn’t the same in every industry. The biggest overall differentiators are the length of the customer life cycle, the number and frequency of interactions and the emotional engagement in every buying event. For example, in the automotive industry, on average, a new car...

Time to Act: Creating Real Change and Action with Effective CX Programs

An ancient Scottish proverb says “you can’t make a sheep fatter by weighing it”. Good CX leaders know that measuring customer experience is only one part of effecting change within the business. And just implementing a customer feedback measurement program is not enough. In a...

Customer Experience: Assessing VOC Success

After years of conversations around the importance of Customer Experience (CX), it seems that finally it is becoming an operational priority for companies. This shift has never been timelier, as CX becomes an important competitive differentiator. According to Gartner research, 89% of organisations will be...

Why Effective CX Programs Must Drive Business Outcomes

Billions of dollars of outcomes rest on driving change in CX programs to benefit businesses, shareholders and, critically, customers. Alicia Boler-Davis, General Motor’s Vice President for Global Quality and Customer Experience recently stated that for the auto company, the value of loyalty is $700 million...

The Data Privacy Challenge – Is Your CX Program Ready?

Two very divergent trends are coming to a head, which could potentially change the way the industry does business. On one hand, CX programs and customer needs are more targeted towards a dialogue with the individual customer. On the other hand, personal data and data-protection...

Maximizing the success of your CX program: Both hands are needed

Time to plan the funeral of your customer feedback measurement programs. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization.  What’s making the difference? Understand how to truly engage with your customers: Engage at all relevant touchpoints…

10 Steps to start your Global CX Program

Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. To be successful, such a program needs to deliver against very different needs, from the head office to local markets. The following ten steps are a guideline to a successful start of your...

CX Goes Global: Here’s How

This post comes from chapter 14 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. How can CX programs serve both the needs of a global HQ and the needs of individual markets? The phrase “Think...

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