We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, maybe it’s your sales organization, or maybe it’s corporate quality. Where it originated typically colors what and how customer feedback is measured.
…but, is that the best way?
https://blog.walkerinfo.com/blog/who-is-your-cx-architect/#.WxAfsxZfzBs.linkedin/
Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing Real CX.
https://www.mycustomer.com/experience/engagement/why-cx-must-not-be-the-responsibility-of-customer-service-or-marketing/
What do some of the world’s most popular and successful websites have in common? While Netflix, Amazon, Facebook and YouTube all have different business models, each one does one thing very well: personalization. If you’re a member of any one of these sites, the content that you personally see when you visit its homepage will be different from that other users see.
https://www.entrepreneur.com/article/315356/
Each organization works with its own set of indefinite data and content that could be managed efficiently and productively as a valuable enterprise asset. The Enterprise Information Management (EIM) software can be explained as a set of business processes, disciplines and practices used to manage the information created from an organization’s data. It can best be described as a set of combined technologies and processes which help organizations progress on a larger scale.
https://martechseries.com/sales-marketing/why-companies-should-consider-investing-in-enterprise-information-management-eim-software/
Companies are increasingly turning to automated solutions to navigate the demands of quality customer experience transactions. However, this new communication era is also leading to stricter compliance requirements associated with customer information.
https://www.theceomagazine.com/business/innovation-technology/why-compliance-and-customer-experience-are-vital/
Embed Core Values into the Customer Experience
Core Values are the fundamental beliefs of a person or organization.
Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. The core values are the solid foundational building blocks on which your culture is built. They are your company’s principles, beliefs, or philosophy of values.
http://www.customerexperienceupdate.com/?open-article-id=8236348&article-title=why-core-values-need-to-be-in-your-customer-experience-focus---transforming-the-customer-experience&blog-domain=kristinaevey.com&blog-title=kristina-evey/
Branding started out as a concept or a thought to build in a customer’s head. But, along with technological advancements, that has changed. We live in an age of social media and advanced technology where customer experience has turned into branding. So, it is no longer about building perception about customer’s mind. Almost every company has delved deep into the customer experience business.
https://customer-experience-management.cioreview.com/news/why-customer-experience-management-is-the-future-of-marketing-nid-26717-cid-118.html/
For the sixth year in a row, job satisfaction has improved in the US, surpassing a 50 percent satisfaction rate since 2005. Despite overall satisfaction, there are areas that increasingly prove problematic for employers, such as promotion policies, performance review processes, and internal recognition. Unsatisfied employees aren’t typically pushing out the best qualities of their employer, leading to problematic external situations.
http://customerthink.com/why-employee-happiness-customer-happiness/
Marketing’s goal used to be pretty straightforward: build a pipeline of qualified leads to hand over to the sales team. The model changed a little bit depending on the audience and the vertical, but essentially marketing material and actions, from awareness level to consideration, were used to build a pipeline.
https://www.cmswire.com/customer-experience/why-marketing-needs-to-drive-the-entire-omnichannel-customer-experience/
Founder and Chief Executive Officer (CEO) of Amazon, Jeff Bezos famously said, “Your brand is what other people say about you when you’re not in the room.” Warren Buffet, chairman and CEO of Berkshire Hathaway cautioned, “It takes 20 years to build a reputation and about five minutes to ruin it. If you think about that, you’ll do things differently.”
Rick Crump, founder and CEO of KineticXperience, drove both those points home during his presentation “Advice From An Industry Expert: Introducing Customer Experience To A Clinical Setting: The KineticXperience” at the 2019 OPEN MINDS Technology and Innovation Institute in Philadelphia during which he encouraged health and human service executives to reassess consumer touchpoints to ensure good customer service.
http://openminds.com/market-intelligence/executive-briefings/why-specialty-provider-organizations-should-care-about-customer-experience/
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