Customer Experience News 133: Customer Care, CXM, Culture & Survey Fatigue

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, CX Strategy

CX Insight – Going Beyond Caring for Customers (1min)
Alex Allwood shares her CX insight on why great customer experience requires an attitude of caring ‘about’ rather than ‘for’ your customers.

What is Customer Experience Management? (3min)
An excerpt from CustomerThink’s recent research report Customer Experience at a Crossroads: What Drives CX Succes?  How experts define customer experience management (CXM) in theory and in practice.

Tips from the Top (2-3min)
CEOs from ten leading customer experience companies share their thoughts on how CX success in an organisation starts with connecting customer and culture.

Customer Surveys Fail to Deliver (1-2min)
From B&T, research reveals why so many consumers abandon feedback surveys and outlines three strategies to improve customers experiences by engaging them ‘in the moment’.