eglobalis
NOVEMBER 12, 2024
Conclusion The path to enhanced customer experience in professional services lies in adopting a mindset that sees clients as partners rather than projects. By embedding CX principles deeply into project delivery, service teams can create memorable B2B client experiences that extend beyond deliverables.
CX Accelerator
MAY 25, 2022
Your company will choose which channels to configure for customers to reach out. A customer experience team had to plan it out and set this all up on the back end. JENNEY DEMPSEY , a Southern California native, obtained her BA in English from San Diego State University. You may use some or all of them. Great choice Jenny.
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Inside Customer Service
JULY 22, 2021
Inside of the first 30 minutes, three promises were broken that negatively impacted my customer experience: Mobile check-in didn't work. Poor experiences like this are easily avoided with something called a promise audit. What is a customer experience promise audit? Companies make a lot of promises to customers.
CX Accelerator
JANUARY 7, 2019
When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission). So keep that in mind as I talk about technology for customer experience.
Kerry Bodine
OCTOBER 5, 2015
In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. Everyone loves to talk about how Zappos.com delivers a great customer experience. As Tony says in his book, “It was good for our customers, and it was good for our bottom line.”).
Fonolo
MARCH 12, 2019
After graduating from university, I spent a sun-soaked 18 months living in Southern California. TJ’s has also picked up some notable awards for customer experience, most recently ranking first among multichannel retailers in Forrester Research’s 2018 U.S. Customer Experience Index. What’s Inside: .
Beyond Philosophy
OCTOBER 26, 2016
When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. You don’t have to leave the couch to buy a new pair of pants, but you’ve got to come to the mall if you want to eat at California Pizza Kitchen. How can malls avoid the expectations trap?
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