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He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.
These authors, speakers, thought-leaders and dedicated customerexperienceprofessionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Rachel: She’s the Director of CustomerExperience at Zuora. Why we love Augie: He’s the Sr. Bruce Temkin.
As customerexperienceprofessionals, we have no shortage of work. Or are we spinning our wheels, doing tactical things, and looking like we're making improvements - when, in reality, we're applying bandaids and simple fixes rather than making/doing meaningful overall process improvements and customerexperience redesign work.
Ensure ongoing skill development and capability-building within the customerexperience management roles and among executives and employees at-large for customer-focused communication, customerexperience improvement and innovation, and alignment with customer expectations. Bachelor’s degree.
Those are marketing tools and are too high level for customerexperiencedesign. Customerexperienceprofessionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Align the organization.
And customers are still complaining. In other words, customerexperience improvement efforts are failing. We advocate, as customerexperienceprofessionals, getting to the root cause of issues. Customers and the voice of the customer need to be woven into all you do. So here goes. It's all CX!
To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customerexperience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”
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