Remove Business Administration Remove Customer Feedback Remove Touchpoint
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CX Design Thinking in the Travel Industry, With Annette Höher-Bäuerle – CB64

Customer Bliss

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Legal 81
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Customer Experience Challenges According to 15 CX Experts

Lumoa

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. Also, companies really need to transform their structures to reflect customer centricity. Let’s think in customer touchpoints instead. Marketing, Customer service.

CX 60
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#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.

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If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Field Services: customers interact with a company in their home.

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5 Strategies for CX Excellence

PeopleMetrics

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". After all, there is no cash without customers and employees!

CX 163
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Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. Customer service is employees at a company helping solve a customer’s need in some way, usually (but not always) around a problem or a question. CX is holistic and covers a wide number of touchpoints.

CEM 117
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CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

Could you ever imagine running your business without knowing how much money is coming in and how much money is going out? You don't know which touchpoints need improvement. Touchpoints are simply ways that you interact with customers. The 40 Lessons That Turn Customer Feedback into Gold. That would be crazy.

CX 97