Successful customer experience (CX) programs require strong executive commitment. And industry research reveals that today’s business leaders do cite the value of CX. This is good news for your CX initiative. In an in-depth study of more than 400 executives,...
For any customer, providing feedback is often an emotional experience. The combination of a visceral response to interactions with a brand and a compelling need to share feedback can imbue any customer experience (CX) with a personal, emotional edge. This is...
Customer feedback is the heart of every customer experience (CX) program. But in today’s information-saturated world, customers may not always notice or respond to feedback invitations. How can brands collect more customer feedback—that is both meaningful and...
Traditionally, customer experience (CX) has not been an area of strength for many communications companies. In fact the telecommunications industry received the second worst overall customer experience ranking, eclipsing the survey’s third place finisher by 20...
Being part of a great team. Offering a high-quality product or service. Working for an inspirational visionary. These and other qualities can motivate employees to become deeply engaged in their jobs and offer standout service to customers. In the past, many companies...
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