❔"Is customer experience and process improvement the same thing?" ❔
This is a very interesting question! For starters, we need to think of it as a "yes, and" scenario. Business plans tend to focus on what's happening INSIDE the organization, while customer experience is often happening outside what you do. Customer experience is the end-to-end experience that the customer is having with your brand, and it's happening if you're being intentional or not. So let's be intentional!
In this episode, Jeannie talks about
- Business processes and customer experience management
- Where our focus needs to be for CX and business processes
- Reviewing business goals in relation to customer experience
- How to get this outside lens of what's happening with your business
Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com
Customer Service Blueprinting [LinkedIn Learning Course] -- bit.ly/lilblueprint
Article: Service Blueprinting and the Next Normal -- experienceinvestigators.com/service-blueprint-how-to/
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)
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Balancing Policy with Personalized Experiences
When Loyalty Programs Go Wrong
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CX Pulse Check - February 2024
How Much Data Is Too Much?
Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX
Right and Wrong Ways to Use AI in CX
CX Pulse Check - January 2024
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What Influences All Leaders To Care About Customer Experience?
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