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Amazing things happening in CX - Part 2 Aug 09, 2021

Customer Experience platform giant Qualtrics acquired Clarabridge and Usermind.
The acquisitions clearly show customer experience is becoming much more significant than surveys. Customer experience is about customer understanding and delivering an exceptional experience.

While surveys help...

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Amazing things happening in CX - Part 1 Aug 02, 2021

Last week McDonald’s Manu Steijaert was elevated as chief customer officer(CCO) for the world’s leading restaurant chain. The current Digital Customer Engagement, Global Marketing, Global Restaurant Development, and Restaurant Solutions will now come under the Customer Experience (CX)...

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Organizational Process Definition Jul 19, 2021

A couple of weeks back, I saw a question in one of the CX forums from a Sr. CX Manager from a top-tier social media company. The question asked was, “How to start with customer surveys?” There is nothing wrong with the question. Someone was given the CX responsibility for a minor...

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Simple CX Recognition Systems Jul 10, 2021

Last week we were sitting in a weekly meeting on customer experience (CX) performance. While the meeting was going on, the CX team lead stood up and presented a small gift and on-the-spot appreciation to a team member.

It was a weekly meeting of 30 minutes to discuss highlights and low...

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Just surveys do not help - Meet customers Jul 04, 2021

Whenever I meet customers, I return with good information on improvement to my products and services. When I return, I compare the information with customer survey results and often get surprised why the surveys do not capture the same information.

Generally, customer feedback is sought through...

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Build Relationships for delivering a better Customer Experience Jun 27, 2021

I recently facilitated a postmortem meeting for a customer experience incident and wanted to share the importance of relationship-building in driving customer experience improvements.

Postmortem meetings or conducted to identify the root cause for the incident, and different teams from the...

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Leadership Commitment in Customer Experience Jun 20, 2021

I was attending a meeting last week, and the senior leader who was hosting the meeting started with a simple slide of the latest NPS score. He said this is where we stood on the customer feedback and mentioned teams would get in touch for more insights and actions required. He paused for few...

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Voice of the Customer - Customer Segmentation May 16, 2021

Voice of the Customer - Customer Segmentation

Voice of the customer surveys are the backbone for any customer experience improvement initiative.

The way we design a customer feedback survey has a bearing on the accuracy of the understanding of the customers from the survey results.

Customer...

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Empathy May 09, 2021

Having an understanding of empathy is essential for delivering exceptional experiences for the customers. Companies providing better experiences deep dive into customer understanding and empathy is one way to get a deep understanding of customers.

 

So, what is empathy, and how to empathize...

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Got the customer feedback survey results? It is time to close the feedback loop May 02, 2021

Recently I was talking to a customer about my product and asked for feedback. He gave good overall feedback and a suggestion. What made him happier was when I explained how his suggestion was implemented and asked him to validate.

Closing the loop with the customer makes them fans of our products...

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