| We’ve put together a collection of articles to stimulate your thinking about customer experience within your organisation. Click on the header to find out more on each subject
So how do you define customer experience?
Written by 13 CEM experts, this article gives a valuable overview of customer experience practice. It’s not a quick read, but it’s well worth the insight gained by reading the different perspectives from practitioners around the globe.
The top 10 tips for managing your customer experience
What are the pitfalls to watch out for in implementing your own customer experience initiative? How do you plan for them and finds ways to mitigate the risk of their occurring in your own organisation. See our ‘Top Ten Tips’ for success.
Customer loyalty
How do you create a customer experience that is so distinctive and valuable that it commands not just customer satisfaction but also customer loyalty? Customer loyalty doesn’t just happen; it must be systematically designed and created.
Turning customers into advocates
In his HBR article ‘The one number you need to grow’ Frederick Reichheld argues that the only measure of performance that really matters is the number of customers willing to recommend you to others. So how do you create a level of customer satisfaction that is so strong that customers become your best sales people? |
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Organisational alignment
Creating and delivering a great customer experience can only be achieved by aligning the whole organisation behind the brand promise. Successful organisational alignment means that Marketing, HR and Operations must have a collective role in managing the product, people and process elements that form the essential ingredients of implementing a customer experience that delivers this brand promise.
The people factor
The ‘people’ factor is one of the most important determinants of customer loyalty. The question is, how do you electrify and energize people in your organisation? And how do you align them with your customer-focused strategy? The answer lies in the four key factors that are critical to successful employee alignment.
The power of instinct in customer experience
Instinct lies behind some of the most successful leaders, best products and most innovative ideas in business today. But too many executives have forgotten how to use it. Find out how to harness the one ingredient that can turn an average customer experience into a great customer experience.
Customer experience in your contact centre
Your brand is on trial in your contact centre. In this article we join forces with Cincom, one of the world’s top CRM specialists, to tell you more about how to ensure that your contact centre and CRM system creates a great customer experience.
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