Customer Experience expert and proponent of positive Employee Experiences, Jessica Noble joined us on the Engati CX Show to show us how EX & CX actually form a virtuous cycle.
Customer Experience expert and proponent of positive Employee Experiences, Jessica Noble joined us on the Engati CX Show to show us how EX & CX actually form a virtuous cycle.
Don’t risk planning your growth strategy around your least profitable type of customer, product, or service. Inform your revenue growth plan with data from your customer profitability analysis.
Get a better understanding of how CX technology can be used in your organization to reduce expenses, optimize experiences, and more.
Let’s dive into the value of long-term planning, how that benefits your revenue growth plan, and how to balance this with your short-term planning.
As a leader, now is your time to stand tall. Use these intentional leadership tips to bring strength, stability and empathy to your team during a hard time.
Use customer experience analysis to dig deeper into why customers are frustrated with their experience, spending less, or spending elsewhere and take control of your profit margins.
If your company is growing, the line on your revenue graph is going up and to the right, yet, the business is losing money, you’re not alone. Figure out why this is happening and then look to these critical areas for the potential money leaks.
Bring your personas to life by actively incorporating them into conversations and decision making. Jeff Bezos' Customer Chair is a visually compelling way to get every meeting participant and every discussion to reference customers.
It's important for a company to perform customer reviews, which are similar to vendor reviews you might do on a periodic basis
When envisioning a new solution, organizations should begin by focusing on how to best serve the customer.
Multiple sources for the same type of information and dirty data often undermine the best efforts to have a single-source of the truth for master data, a 360° view of our customers, vendors, partners and/or suppliers. Nothing sabotages customer experience like getting the wrong information when calling in for support or checking an order online.
An enterprise resource planning (ERP) solution isn’t just good for your business, it's also good for your customers. With the right ERP system in place, you will be able to improve your customer's experience across many touchpoints on their journey. To reduce friction negatively impacting customers, you must first understand and map their journey.
ERP is a Customer Experience (CX) enabler. ERP supports the ability to deliver an order correctly and on time as well as the services supporting the initial customer purchase - returns, repairs, invoicing and Accounts Receivable.
Modern CRM offers a more efficient way to manage sales, marketing and customer services. With customer-centric processes supported by CRM, users can gain greater visibility into interactions and transactions across the customer journey. This, in turn, strengthens customer relationships. Over half of CRM implementations fail, yet companies that succeed experience improved revenues, productivity and customer satisfaction. Maximize the return on your CRM technology investment with these important steps.
CRM solutions offers two-pronged improvement for both the internal employee experience and the customer experience. Capitalize on these opportunities to improve end-to-end experience by journey mapping both experiences, then deploying a (or improving a currently deployed) CRM solution to provide the most customer-relevant improvements.
Master data management (MDM) may feel far removed from Customer Experience (CX), but it plays a significant role in the customer journey and experience. As companies add channels of engagement (self-service, social, etc.), the need for MDM grows and the potential to impact CX grows.
Customer experience doesn't end after the marketing brand promise has been made or the sale is complete. One weak touch point can negatively impact the customer's entire perception. Broken processes, un-synchronized systems, bad data, and outdated policies can all create potholes along the Journey.
Catastrophic breakdowns along a customer journey happen. And, we usually aren't surprised if we're fired as a result of a significant failure to deliver. But, what about the customers that fire us when there's been no significant negative interaction?
Inventory optimization opportunities to improve customer experience range from fine tuning of existing inventory management strategies to deep organizational changes. Organizations can improve operating processes and information flow to streamline inventory management, reducing overhead and improving cash flow.