They share freely. They have our back. They are there, in good times and bad. They always have our best […]
Included: scaling customer experience from 17K customers to over 100K.
Identify “the big rocks.”
Here come the chatbots! (And, hopefully, better goal planning.)
Included: a new way to think about net promoter score.
In 2017, you’ll earn the right to do the work towards customer-driven growth. But how will you get there? These assets will begin the journey.
General Motors is a massive company. Dave Mingle entered a major CX role there — and the job title was brand-new. How did he work towards embedding customer experience around so many long-entrenched silos and pre-existing business ideas? That’s what we discuss in Episode 13 of my podcast.
As you begin to shape your business’ purpose, mission, and culture, it’s best to consider some customer experience quotes to determine how best to treat your clients and customers. Jeanne Bliss proposes several here.
In order to connect customer experience to business growth, you need to move past the classic quarterly sales goals, production goals or operational objectives as the only metrics to define how the business is doing. Customer growth and profitability metrics must be connected to customer experience to warrant investment of people, time and financial resources.