Every person in an organization is needed for customer experience innovation. That’s because customer expectations and competitive offerings are always on the rise. Your processes, policies, skills, and motivations have a lot to do with keeping customers coming back — and even more to do with customers deciding not to come back. Think of [...] Read More…
Category Archive Customer Measures
Inventing Great Customer Experiences 7 / 10 / 09
Customer Experience Insights by Stepping into Customers’ Shoes 3 / 4 / 09
CLICK HERE FOR PODCAST VERSION (3:37) If we could ‘be a fly on the wall’ observing customers’ experiences what a treasure trove of wisdom we’d have! Surveys, user groups and advisory boards are common tools for understanding customers — but what is their scope? Do we have a comprehensive suite of tools for stepping [...] Read More…