Enabling and empowering your employees to create great customer experiences is the key to building and sustaining a customer-focused business. And in the end, it leads to major strides in brand loyalty and retention.
In today’s technology-driven world, the customer is king. We hear this all the time, but very few companies really figure out how to keep the customer at the forefront of their business. The companies who have figured out how to scale customer focus throughout their organizations are experiencing big returns and sizable growth.
Isn’t it interesting that for some things, we’ll spend hours or days doing research before making a purchase, but for others we’ll buy on a whim? For example, why might I walk out of the store wearing an enormous cowboy hat when I went in for “just the essentials?”
Join us on Wednesday, August 12, as Sasha Pasulka of Tableau dives into her best tips, tricks and practices for turning your own data into visualizations that make it easy to spot trends and outliers and exponentially increase understanding of enterprise data.
Introducing a voice of the customer program often leads companies to question their readiness to shift towards a customer-centric culture. Are you ready? What is it going to take for your organization to create true transformation?
Most people and organizations don’t know whether they’re succeeding or failing in their customer experience (CX) program. That’s really scary, given that everyone knows that providing an incredible customer experience often means the difference between whether an organization succeeds or fails.
I was on the phone recently with an executive from 1-800 CONTACTS and was excited to hear about some of the amazing things they’re doing with their customers. They’ve increased their Net Promoter Score by 13 points, recently won an Innovation in Service Excellence Award and their reorder rate keeps climbing.
When we have great (or not-so-great) experience with a company, we can’t wait to tell our friends, and often, the company who provided the experience. Whether you’re a new business or you’ve been around for decades, your customers are talking. Do you have the right tools to capture what they’re saying?