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It seems ironic to me that companies are in business to create and to nurture customers , and yet they are unable to do what is necessary to actually create and nurture customers! isn't that all going to impact the customerexperience? But it feels like we, as customerexperienceprofessionals, get dinged for this.
The CustomerExperienceProfessionals Association (CXPA) was established in 2011 to support and to advance the customerexperience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. this impact the customer and his experience?
In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!
And customers are still complaining. In other words, customerexperience improvement efforts are failing. We advocate, as customerexperienceprofessionals, getting to the root cause of issues. I've been talking about the importance of employees to the customerexperience since my days at J.D.
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