by Rosaria Cirillo | Nov 20, 2017 | CX MC Series |
Measurement is a mean to an end, not a goal itself Have you ever heard the following while being asked to fill out a survey: “Please give us a 9 or 10 rating to let us know you are satisfied with us”? Or have you ever heard: “When we formulate the question...
by Rosaria Cirillo | Nov 13, 2017 | Customer Experience, CX MC Series |
How to shape your CX design & change process Once you have determined what your Customer Experience strategy should look like and you have good Customer Understanding, you will need to shape your CX design: having clear repeatable processes and frameworks in place...
by Rosaria Cirillo | Nov 6, 2017 | Customer Experience, CX MC Series |
Understanding your customers Rational and Emotional sides Customer understanding is essential in determining how you can design and provide products/services and experiences that fulfill customer needs, so you can deliver top-class customer service, improve loyalty...
by Wow Now | Nov 2, 2017 | Customer Experience, CX MC Series |
How your CX Strategy is fundamental when it comes to customer success.Delivering an excellent Customer Experience isn’t just about having friendly people in your customer care and instructing them to treat the customer as king. Creating great customer experiences is...