We're Doing CX Wrong...And How To Get It Right - Couverture souple

Zeisler CCXP, Nicholas

Couverture souple

ISBN 10 : 0578975033 ISBN 13 : 9780578975030

Editeur : Nicholas Zeisler, 2021

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

But as the commercial says: That's not how it works. That's not how any of this works!

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"

Pick up the book today to learn how...

Détails de l'édition

• Éditeur: Nicholas Zeisler
• Date d'édition: 2021
• Langue: anglais
• ISBN 10: 0578975033
• ISBN 13: 9780578975030
• Reliure: Broché
• Nombre de pages: 109
• Coordonnées du fabricant: Manufactured by Amazon on behalf of the author; https://www.amazon.fr/hz/contact-us; ; c/o Amazon Media EU S.à.r.l., 38 Avenue John F. Kennedy; Luxembourg; L-1855; Luxembourg