Experience Investigators by 360Connext

MAY 11, 2021

What is customer experience strategy? Let’s start by defining what it’s not: It can’t be “have a great customer experience” or “exceed customer expectations.” Customer experience depends on avoiding complacency. THIS is why governance is so critical. What gets funded?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

GetFeedback

AUGUST 14, 2019

A side note based on the key drivers of the ACSI: expectations, quality, and value, I believe, are all closely linked. In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along. Map the customer journey.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

SurveySensum

SEPTEMBER 23, 2024

Ever felt like you were walking a tightrope, trying to keep your customers happy without falling off the edge? To ace the CX walk, you must find the sweet spot between meeting customer expectations and wowing them. What’s in it for you? Simply put, revenue boost. Record and analyze individual feedback to tailor experiences.

2024 52

2024 Customer Experience Social Media Touchpoint 52

Pointillist

JUNE 7, 2021

Conversely, underperforming teams predominantly rely on qualitative approaches like customer journey mapping. CJXM21 #CustomerJourneyAnalytics Click To Tweet. “ Jim Tencher Founder and CEO Heart of the Customer. “ Hank Brigman President & Touchpoint Strategist Customer Experience Strategies.

Measurement 71

Measurement 2021 Management Omnichannel 71