7 Actions for SMEs in Developing a Winning Customer Strategy
7 Actions for SMEs in Developing a Winning Customer Strategy An effective and winning customer strategy will cut across the traditional, functional silos of most companies. It will form a central part of the marketing, sales, customer service and CRM functions, plus any others that come into direct contact with the most important people in […]
An explosion in customer engagement through social media need not cause a headache
An Explosion in Customer Engagement through Social Media need not cause a Headache As customer engagement through social media becomes the norm in customer service, logistical issues of handling volumes of conversations can become a challenge. This is especially true if it builds quickly. The immediacy of social media and the customer service expectations of many markets […]
5 Great Reasons to Use a Customer Experience (CX) Specialist Independent Consultant
5 Great Reasons to Use a Customer Experience (CX) Specialist Independent Consultant If you’re considering a customer experience transformation, CX audit or CEM programme, make sure you use an independent consultant. Customer experience management transformations are large projects that cut across most your business. I always advocate a pilot programme; however, you’ll only realise the […]
CUSTOMER EXPERIENCE AUDIT (CX AUDIT) #2: Six Step Guide
CX audit in 6 steps to improve customer journey & meet business objectives. How to deliver customer experience audit, customer journey maps, personas devt.
CUSTOMER EXPERIENCE AUDIT (CX AUDIT) #1: What is it and why is it important?
This is the first of two articles about the customer experience audit (CX audit). At first, I’ll focus on what a CX audit is, why it’s important and when you should consider conducting one.