Three Steps to Improve Customer Experience, No Matter Your Budget or Title скачать в хорошем качестве

Three Steps to Improve Customer Experience, No Matter Your Budget or Title

Who has the power to change the customer experience? YOU DO! You may not be able to overhaul and revitalize your total customer experience, but little improvements can make a huge impact. There are practical ways you can help those in your organization understand, improve, and advocate for customer experience. In this video, we'll break down exactly what you can do to improve your customer experience. Highlights: 0:00 Welcome 4:16 How important is customer experience in your organization? 5:52 Many CX leaders are asked to simply do more with less. 6:08 Three Steps to Improve Customer Experience 6:40 Understand: Get the Foundations Right 8:02 Understand: Know your customer and their actual journey 9:13 Understand: Look to the future. 11:03 Improve: Be your own customer. 12:46 Improve: Identify missed opportunities to charm and delight customers. 15:10 Improve: Personalize your communications. 16:49 Improve: Cultivate an engaging company culture. 19:08 Gain Advocates 21:59 Recap: Three Steps to Improve Customer Experience 22:47 Small victories lead to big wins 24:22 Q&A: How can we improve customer experience while keeping competitors in mind? 27:14 Q&A: What are the main KPIs for customer experience and how can we collect them? 31:01 Q&A: Should we connect the entire organization to customer experience? 33:39 Q&A: When trying to reach new markets, how can we learn consumer behaviors? 35:43 Q&A: Suggestions for CX practices in the oil industry? 38:04 Q&A: What metrics can be used to develop Customer Performance Indicators (CPIs)? 41:14 Q&A: How can you add joy to moments that are dull without looking unprofessional? 45:22 Wrapping Up Resources Mentioned: 👉 Check out Crack the Customer Code podcast -- http://www.crackthecustomercode.com 👉 Get the FREE Guide to Customer-Centricity from Alida -- http://www.alida.com/ctcc 👉 Download the FREE CX Success Statement Workbook -- http://bit.ly/cx-success-workbook 👉 Download the FREE Customer Journey Mapping Workbook -- http://bit.ly/cjmworkbook 👉 Meaningful Micro-engagements at TEDxNaperville -    • Meaningful Micro-engagements : Jeannie Wal...   👉 Sign Up for Jeannie's Weekly Letter -- http://bit.ly/jeannie-letter