When you’re in the earliest stages of your customer experience (CX) journey, it can be hard to grasp the strategic value of CX. You may find yourself thinking: “Yes, I know customers are important. But do I really need a distinct program focused on customers?” It may seem simple to take a hands-on … [Read more...] about Why Does Customer Experience Matter? Two Powerful Reasons
Last week I talked with someone who works in commercial real estate. He is interested in providing a great Customer Experience for his clients because he has a close relationship with each of them, and they are each worth a large percentage of his firm's revenue. However - he pointed out that the … [Read more...] about 5 Voice of Customer Tactics For Small Client Bases
At its core, an effective Voice of Customer (VOC) program relies on three simple steps: First, measure baseline quantitative customer satisfaction to find out where you stand now, what percentage of customers are happy with their experience and why. Second, gain insight into what drivers are … [Read more...] about A Basic Voice of Customer Program In 3 Steps
