Synopsis
Customer Experience strategies these days seem like they came from a Trey Parker and Matt Stone skit:
Phase 1: "Do" CX
Phase 2: ?
Phase 3: Profit
If you're "doing CX" and not realizing massive returns, chalking up torrential sales, and drowning in new revenue, it's likely because you're doing it wrong. And more to the point, you're likely doing it for the wrong reason.
Are you:
- Asking nonsensical questions on surveys?
- Doing nothing more than surveys for Customer Insights?
- Doing nothing with those Customer Insights once you have them?
- Passing out t-shirts and putting up banners and considering that "CX Culture"?
- "Doing CX" for the sole purpose of increasing sales, revenue, and market share?
Stop it!
Focus your Customer Experience efforts on the real reason you should be doing it: Driving Brand Promise Alignment.Pieces will start to fall into place:
- Your Customer Insights activities will take on new meaning
- You'll be using practical and actionable KPIs like the Brand Alignment Score
- You'll actually do something with what you learn there
- You'll start to Enable, Empower, and Encourage your teams to improve your CX
- You'll be ready to hire a Chief Customer Officer and stand up an Office of the Customer
- Your Customers will believe you when you say you're "Customer-centric"
"synopsis" may belong to another edition of this title.
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We're Doing CX Wrong.And How To Get It Right
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We're Doing CX Wrong.And How To Get It Right
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We're Doing CX Wrong.And How To Get It Right
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We're Doing CX Wrong.And How To Get It Right
Published by
Nicholas Zeisler (edition ), 2021
ISBN 10: 0578975033
ISBN 13: 9780578975030
Used
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Seller: BooksRun, Philadelphia, PA, U.S.A.
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We're Doing CX Wrong.And How To Get It Right
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Paperback. Condition: As New. No Jacket. Pages are clean and are not marred by notes or folds of any kind. ~ ThriftBooks: Read More, Spend Less. Seller Inventory # G0578975033I2N00