Tag: CustomerRetention
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Successful CX Programs Beyond Surveys
I had a meeting with a big global client the other day about how we keep improving the current CX programme in the future. They are very keen to run another wave of the usual customer satisfaction survey, which, of course, we can do for them. At the same time, we were actually encouraging them…
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Is the Customer Always Right? Navigating the ‘Wrong Customer’ Dilemma
I attended a webinar recently, with a really interesting panel of experts on Customer Journey Mapping. At one point, I asked the panel about what Jones and Sasser1 defined as “wrong customers” and one of the experts, quite rightly said: “We have to be careful how we label our customers. We surely don’t have “wrong”…
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Unlocking Customer Experience: A Strategic Approach to Business Success
I was at a wedding recently, in that lovely environment with all the moving speeches and all the warm fraternity floating in the air. It’s one of the rare occasions where it doesn’t feel awkward to speak to strangers. The Wedding Conversation: A CX Insight I was sitting with a mixed group of people at…