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Advocamp: Kim Ellis


Published on

The Customer Experience Is Everyone's Business
with Kim Ellis Director, Customer Connect at BMC Software

Visit for everything you need to know about Advocamp - the biggest customer experience, engagement and advocacy event of the year.

Published in: Marketing
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Advocamp: Kim Ellis

  1. 1. — The Customer Experience is Everyone's Business Kim Ellis Director, Customer Connect BMC Software
  2. 2. What is the Customer Experience? The entirety of the interactions a customer has with a company and its products
  3. 3. Who Owns Customer Experience The Pendulum Taking it is not my job too far “I need to talk with a customer to get their input on our strategy. Who is responsible for customer experience?” Chief Customer Officer VP, Customer Experience Taking It is everyone’s responsibly too far “I want everyone in Marketing to pick up the phone and call a customer this week!” – Unnamed CMO
  4. 4. Customer Experience Example Example 1: Example 2:
  5. 5. So, Who Owns Customer Experience?
  6. 6. How to Affect Customer Experience
  7. 7. Product Reviews Average Rating Increased by 25%
  8. 8. Peer Calls Revenue Impact over $100M / year
  9. 9. Recognition Get the whole Company Behind you!