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 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 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 […]
CX audit in 6 steps to improve customer journey & meet business objectives. How to deliver customer experience audit, customer journey maps, personas devt.
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.