Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said, […]
Make Mom Proud companies work to replace tactics with establishing a relationship with customers; they aim to guide rather than hide; they educate customers with facts, which they clearly lay out for them so customers can make informed decisions. So work to earn the relationship. Don’t make that sale. Learn more in today’s Daily Dose video.
3 downloadable resources to help you improve your company’s customer experience and make changes that’ll lead to customer-driven growth.
In tribute to Diana Helfinstine, VP of Customer Experience at Essilor, we revisit this podcast episode in which Diana shared how she implemented customer experience strategies that fueled Essilor’s customer-driven growth, and created greater value for their customers and patients.
How does one go from being a technical writer to being a CCO?
I did 32 episodes of the podcast we all launched this year (more to come). What have my guests taught me?
Time to look back.
Included: a new way to think about net promoter score.
The role of the Chief Customer Officer is to work with leaders to provide proof that they are committed to CX transformation and improving customers’ lives. You must move beyond the customer manifesto and hep them translate commitment into actions that employees will feel proud to follow.
The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. Companies that transform how they grow do so because they think about the customers at the end of their decisions. Their intent is to “earn the right” to grow by improving their customers’ lives.