ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? From the ClearAction Business-to-Business Customer Experience Management Benchmarking Study.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

Sprinklr

JULY 29, 2021

Top attributes: Identify top attributes loved by customers, and why. Low performing attributes: Identify the attributes that are most disliked by customers. Quality issues: Identify quality issues early and rectify them at the manufacturing level.

CXM 111

CXM Social Media Social Listening Manufacturing 111

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Customer Experience Jenga.

CXM 118

CXM Customer Experience CX VOC 118

ClearAction

OCTOBER 20, 2015

Customer experience excellence as context for every job means that it is always top-of-mind as the primary basis for the way we do our jobs. But this may not be the most appropriate definition of customer experience management. On the manufacturing line, my job is to produce product according to our deadlines.”. “In

CXM 71

CXM Customer Experience Social Media Manufacturing 71

Sprinklr

OCTOBER 7, 2021

Competitive benchmarking is not a new concept; in fact, Xerox first began the practice in 1979 to analyze unit production costs in manufacturing operations. You can be more efficient by monitoring, measuring, and marketing in a single, unified customer experience management (Unified-CXM) platform.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

ClearAction

MAY 24, 2016

Understanding Business-to-Business Customers’ Purchase Decisions. What is it like to be a customer when both you and your suppliers are manufacturers? And a large percentage of the world’s gross domestic product comes from these customers. B2B Customer Loyalty. More than meets the eye.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

ClearAction

JULY 3, 2017

My view: Move CX management efforts upstream in the organization to the earliest areas in the internal value-chain: suppliers, engineering, manufacturing and the support functions. We’re getting tighter and tighter aligned with those functions because of our insights and recommendations based on end-to-end customer feedback.”.

Customer Experience 66

Customer Experience Net Promoter Score Government Manufacturing 66

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

Customer Experience Matrix

SEPTEMBER 27, 2006

A friend recently described her customer experience with a months-late furniture order. The store was sincerely apologetic, but explained that manufacturers accept an order only to find, when they go to build it weeks later, that the fabric is no longer available. Then I had a really bright idea.

Scorecard 48

Scorecard Manufacturing Customer Experience Management Customer Experience 48

CallCare

MARCH 10, 2021

ISO certification certifies that a management system, manufacturing process, service, or documentation procedure has all the requirements for standardisation and quality assurance. This accreditation demonstrates our commitment to working to the highest standards and it can give you even greater confidence in the services we provide.

Manufacturing 59

Manufacturing Compliance Customer Experience Management Customer Service 59

ClearAction

DECEMBER 15, 2015

Company growth is the ultimate reason for customer experience management, and companies that drive organic growth are more likely to thrive in the future. Momentum is an essential aspect of customer experience strategy and governance.

Customer Experience 63

Customer Experience CXM Customer Experience Management Construction 63

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back.

Customer Experience 77

Customer Experience Non-Profits Gambling Innovation 77

Lumoa

JUNE 9, 2020

Or perhaps you found that your customers are annoyed by the frequent marketing promotion emails that you send – this is an insight that should be shared with your marketing team. Suunto is a company that manufactures and sells sport watches and other equipment via their online shop.

Customer Experience 78

Customer Experience Customer Feedback Manufacturing Start-ups 78

Shep Hyken

NOVEMBER 28, 2022

To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction. But do the potential benefits of the CEO as customer service rep outweigh the potential drawbacks?

Customer Service 11

Customer Service Contact Center Social Media Manufacturing 11

Beyond Philosophy

JUNE 1, 2023

Suppose you come in with a new lens and context framed around Customer Experience. Management may not be able to understand your context. They see changing the experience as something that will cost them money. Unless I have that perspective, I will not optimize the Customer Experience as I should.

Retail 78

Retail Manufacturing Start-ups Education 78

Aquire

NOVEMBER 1, 2021

It’s traditionally been very difficult to measure and modify emotion, but as customer experience management technology has advanced, brands now have access to a vast array of data that can help build this kind of understanding on an individual level. Deeply engaged customers may be willing to become your advocates.

Social Media 98

Social Media Omnichannel Touchpoint Start-ups 98

Customer Experience Matrix

JANUARY 17, 2007

Certainly if you’re going to use the model in an enterprise reporting system, such as measuring the results of customer experience management, you wouldn’t want anything less. The simpler techniques have their uses, but can’t support metrics for enterprise-wide customer experience management.

Manufacturing 48

Manufacturing Start-ups Customer Experience Management Engineering 48

ClearAction

JULY 23, 2023

In ClearAction’s 5-year global study of B2B customer experience practices, we found that coordinating those who manage customer experience is one of six key drivers of stronger business results. It emphasizes what you are doing for customers rather than what customers are doing for you.

Government 62

Government B2B CXM Customer Experience 62

ClearAction

JANUARY 4, 2020

Gaps between what’s promised and what’s delivered are the main reason why we invest in customer engagement programs — remedial investments. Customer experience management, as it should be managed, is alignment of the company to customers. These gaps erode trust.

Customer Experience 48

Customer Experience Net Promoter Score Engineering Legal 48

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Only 10-20% of CX managers know how to facilitate action on VoC , according to Temkin’s Customer Experience Management Survey.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

JANUARY 19, 2023

To ensure customer satisfaction, key members of different departments who have direct contact with customers should be involved. The departments may include customer-facing functions such as marketing and customer service, as well as internal functions such as product development, manufacturing, and fulfillment.

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

Comm100

DECEMBER 12, 2017

The first step in the framework is to adopt an outside-in mentality where the business is focused on the customer instead of the product, i.e., it’s truly customer-centric. Start off by setting up a customer advisory panel whose responsibility is reaching out to customers. Fixing Customer Journey Issues.

Customer Experience 60

Customer Experience Net Promoter Score Non-Profits Start-ups 60

Customer Experience Matrix

SEPTEMBER 25, 2006

Stated more formally, indirect activities can impact customer value in at least five ways: - as part of the direct experience (e.g., alert customers to anticipated stock-outs) - as customer knowledge (e.g. describe the activity in advertising ) - through improved customer management (e.g.

Manufacturing 48

Manufacturing Customer Experience Management Sales Customer Experience 48

Qualtrics

APRIL 30, 2019

Some airlines will buy a ready-made design from a seat manufacturer and maybe customize the color to match their branding and make some small changes here and there — but by and large the seat remains the same from one carrier to the next.

Close the Loop 42

Close the Loop Touchpoint Sports Manufacturing 42

Qualtrics

SEPTEMBER 10, 2019

Coca-Cola isn’t in the goods business anymore where they manufacture, put in inventory, ship through all their distribution channels — the final drink is made in the moment of customer desire. You can then add a flavor to it, e.g. lemon, cherry or vanilla etc. My favorite is lime. All delivered on demand to each individual.”.

Customer Experience 38

Customer Experience Manufacturing CX Retail 38

Qualtrics

APRIL 14, 2021

Given the size of the customers we deal with if we can transition one or two At-risk customers to become Loyal, it pays for our whole CX program”. Enterprise-size manufacturing B2B brand Tetra Pak is a leader in the field of food packaging and processing, with a mission to make food safe and available everywhere.

B2B 26

B2B Close the Loop CX B2C 26

Qualtrics

JULY 15, 2020

Ultimately, no matter what specialty tech companies have, they have one thing in common: tech companies are experience companies. It isn’t just a manufacturer of premium endpoints – it’s the gateway to experiences that bring people entertainment, connection, and joy. Take Samsung, for example.

Manufacturing 26

Manufacturing Innovation Actionable Insights Entertainment 26