eringilliam: forbes*

Bookmarks on this page are managed by an admin user.

3 bookmark(s) - Sort by: Date ↓ / Title / Voting / - Bookmarks from other users for this tag

  1. Most companies employ product development or operational excellence programs to drive innovation in those areas. But what about innovation in customer experience (CX)? If CX is a top priority for your organization – and it should be, given that leading CX companies build greater customer loyalty, make employees happier, achieve revenue gains of 5-10%, and reduce costs by 15-25%, according to McKinsey -- you need to ignite innovation in CX. CX innovation must be a deliberate, distinct, disciplined effort.

    CX innovation differs from other kinds of innovation. Instead of starting with a product, service, or core technology, innovation in CX starts with the customer and her journey. Innovation that’s dedicated to CX is new to most organizations, so it won’t just happen -- you have to initiate it and then develop it into an ongoing practice. Even if you know that innovation in CX is the primary way to compete and win today, you might not know how to get started. Here are three strategies to spark CX innovation:
    Comments - Voting 0
  2. Whenever I hear about an organization with a "chief customer officer," my first thought is, "well, shouldn't that be everyone's job?"

    It really should, and maybe that will help what appears to be an increasingly dire situation. A recent study by Forrester Research states that the average customer experience (CX) is getting worse, not better. "The data also shows that trust in companies has dropped precipitously," according to a report in Marketing. The report urges companies to engage their employees more intimately with the CX process, and even make it "an internal disruptive force" within the organization, with plenty of corporate culture consideration. "CX teams have implicitly covered culture change in the past, but it’s becoming more enshrined in their roles. That’s because the CX skill set transfers well to employees."
    Comments - Voting 0
  3. With the help of LEGO bricks, Stefan Thomke helps business executives discover how design principles can serve as building blocks to create a great customer experience.
    Comments - Voting 0

Top of the page

First / Previous / Next / Last / Page 1 of 1 Customer Experience News: Tags: forbes

Make sure to check out our other labels too:

About - Made with in Rotterdam

Mopinion: The Leading Customer Experience Tool

Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.