⭐ Voice of Experts ⭐
Ian Golding [video]
VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Ian Golding, CCXP, is a CX consultant, speaker, and blogger.
Uncategorised
Why using only CRM platforms can kill CX
CRM vs CEM – Why using only CRM platforms can kill your CX programme Customer Relationship Management (CRM) and Customer Experience Management (CEM) may sound like they both serve the same purpose – both deal with keeping customers happy – but there is a gap between them, in terms of Read more…
NPS
3 key CX metrics you should know about
3 key CX metrics you should know about You are beginning to define a customer experience feedback mechanism for your business. Congratulations! You have taken the first step to understand the journey of your customer when they interact with your business. Now how do you measure progress? Measure the experience Read more…
Article
Relationship NPS® for B2B Businesses
Relationship NPS® for B2B Businesses Customer loyalty is something that every business craves. It’s something that’s not easy to gain but quite easy to lose. This is where the Net Promoter System® can aid businesses to deploy feedback mechanisms, understand customer grievances, and take dynamic steps. But is the customer Read more…
Article
Charting out your CX Excellence with a CX Maturity Roadmap: Part 2
Charting out your CX Excellence with a CX Maturity Roadmap: Part 2 Customer experience, or delivering value to your customer doesn’t just happen. It requires certain pillars to be in alignment within an organization to be successful and ultimately derive value for you. Although you may have a task force Read more…
Article
Charting out your CX Excellence with a CX Maturity Roadmap: Part 1
Charting out your CX Excellence with a CX Maturity Roadmap: Part 1 The thing you need to remember about your CX journey is that it’s not something you can do when your whim takes over and discard when you feel like it. The other thing you should remember is the Read more…
Article
LitmusWorld CX Dictionary
LitmusWorld CX Dictionary 40 Buzzwords Defined Understanding any industry starts with learning the terminology that is commonly used on a day-to-day basis. To help you brush up your customer experience management skills, check out this exclusive list of 40 buzzwords prepared by the CX experts at LitmusWorld that will enhance Read more…
Article
Making Net Promoter Score® your North Star Metric
Making Net Promoter Score® your North Star Metric Businesses are actively taking steps to grow their customer base and create brand equity. To do this, they must maintain an excellent Net Promoter Score® or NPS®. Industry specialists and businesses use it as a metric to measure customer opinions on their Read more…
Article
Establishing Accountability for CX Outcomes
Establishing accountability for CX outcomes to build linkages with internal revenue/cost metrics When we talk about customer experience, it is easy to see that it can lead to loyal and satisfied customers. From there, it is not difficult to reach word of mouth marketing and repeat purchases by this customer. Read more…
Article
Cross-functional collaboration in your CX maturity roadmap
Importance of cross-functional collaboration in your CX maturity roadmap Whether you’re only beginning to put in pitstops to cater to a better customer experience, or you’re further along on the learning curve, customer centricity has become a game-changer for any business. Right from legacy firms to up and coming firms, Read more…