❔"What are the main characteristics that make up a good customer experience?"❔
This question could be answered in a multitude of ways because Customer Experience (CX) is complex. When we talk about CX, there are many different parts. It needs to factor in the end-to-end customer journey, every single interaction, including moments when customers feel like they've been let down or when they were surprised and delighted.
When working with CX change agents and leaders, Jeannie focuses on three main macro factors for creating an exceptional customer experience. She explores each in more detail in this episode:
- The vision and the promise of your customer experience
- Empowered employees who feel valued and heard
- Not just listening but acting
Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
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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Sharing Feedback with Everyone
Gaining Frontline Buy-In
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Elevating the Event Venue Experience
Strategically Addressing Low-Volume Customer Concerns
Customer-Facing Employees and CX Buy-In
Must-Haves for Successful CX Programs
CX Pulse Check - March 2024
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
How Do You Balance Innovation and Simplicity?
What Influences All Leaders To Care About Customer Experience?
What is the Value of Customer Feedback?
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