This document outlines key elements of a successful customer experience strategy. It discusses the importance of having a senior customer experience leader to develop the strategy and ensure accountability. The strategy should define the company's mission, vision, and annual plans. It also recommends mapping the customer journey, simplifying processes, assessing maturity levels, and sharing accountability across functions. Regularly capturing customer feedback through programs like Voice of the Customer is also presented as important. The overall message is that an effective customer experience strategy can increase revenues and loyalty.
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
UNIVERGE BLUE ENGAGE: Increasing Profitability Through Improved Customer ServiceInteractiveNEC
Developing and maintaining profitable customer relationships is at the core of every healthy business operation. Keeping your customers happy has significant benefits, affecting your top and bottom line. Learn the top 5 business benefits of a great #customerexperience how UNIVERGE BLUE ENGAGE Contact Center #CCaaS can help #customerretention rates and make your company more profitable year after year. #CloudCommunications #CloudContactCenter #CX
A whitepaper prepared by CMA’s Integrated Marketing and Customer Experience Council discusses the core aspects of a customer experience program and how they interconnect with corporate strategies.
This is an example of the 21 Call Center Best Practices that I and my staff designed, developed and deployed to Call Centers. These practices delivered increased focus on the customers, increased agent morale, improved productivity, increased revenue and reduced turn-over. Within this presentation I have only presented the marketing data but we developed procedures, and training materials to go along with all the Call Center Best Practices we deployed globally. See the attached presentation for how all the Best Practices fit together to drive Customer Delight. For additional information please feel to contact Brian Hughes.
LEXDEN's THE RIGHT DIRECTION CUSTOMER EXPERIENCE EFFECTIVENESS AUDITChristopher Brooks
New CX Audit from Lexden to help brands understand what the current return on CX investment is verses the potential the brand business should be acheiving.Full audit includes realignment roadmap.
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
UNIVERGE BLUE ENGAGE: Increasing Profitability Through Improved Customer ServiceInteractiveNEC
Developing and maintaining profitable customer relationships is at the core of every healthy business operation. Keeping your customers happy has significant benefits, affecting your top and bottom line. Learn the top 5 business benefits of a great #customerexperience how UNIVERGE BLUE ENGAGE Contact Center #CCaaS can help #customerretention rates and make your company more profitable year after year. #CloudCommunications #CloudContactCenter #CX
A whitepaper prepared by CMA’s Integrated Marketing and Customer Experience Council discusses the core aspects of a customer experience program and how they interconnect with corporate strategies.
This is an example of the 21 Call Center Best Practices that I and my staff designed, developed and deployed to Call Centers. These practices delivered increased focus on the customers, increased agent morale, improved productivity, increased revenue and reduced turn-over. Within this presentation I have only presented the marketing data but we developed procedures, and training materials to go along with all the Call Center Best Practices we deployed globally. See the attached presentation for how all the Best Practices fit together to drive Customer Delight. For additional information please feel to contact Brian Hughes.
LEXDEN's THE RIGHT DIRECTION CUSTOMER EXPERIENCE EFFECTIVENESS AUDITChristopher Brooks
New CX Audit from Lexden to help brands understand what the current return on CX investment is verses the potential the brand business should be acheiving.Full audit includes realignment roadmap.
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
Contact Center Processes - Best PraticesBrian Hughes
Call Centers remain the crucial touch point in Customer Relationship Management (CRM). To help companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes – in addition to customer delivery processes – helps call centers meet these goals. This paper describes how organizations can use this approach to achieve “Top Box” performance in customer delight while significantly reducing costs and improving enterprise competitiveness.
The Customer Experience Radar is a lens for marketing transformation leaders to look through to gain added perspective on the relationship between elements of culture change. It illustrates company core values as the nucleus of change and then radiates out to company culture and then to Customer Experience.
This lens is helpful if you're looking for transformation simplification and is intended to be hijacked and changed itself to better meet your specific needs.
The Definitive Guide to Training and Certification in the Distribution ChannelSeth Jacobsen
A well-planned and executed training and certification program is critical to the success in a distribution channel. The most effective training strategies target the right mix of learners depending on the specific needs and objectives of your company and its channel partners. Devising and delivering the right training strategy is not an easy task. The training curriculum offered in a distribution channel can vary significantly depending upon a channel’s characteristics and a dealers’ capabilities to deliver that training.
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
Contact Center Processes - Best PraticesBrian Hughes
Call Centers remain the crucial touch point in Customer Relationship Management (CRM). To help companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes – in addition to customer delivery processes – helps call centers meet these goals. This paper describes how organizations can use this approach to achieve “Top Box” performance in customer delight while significantly reducing costs and improving enterprise competitiveness.
The Customer Experience Radar is a lens for marketing transformation leaders to look through to gain added perspective on the relationship between elements of culture change. It illustrates company core values as the nucleus of change and then radiates out to company culture and then to Customer Experience.
This lens is helpful if you're looking for transformation simplification and is intended to be hijacked and changed itself to better meet your specific needs.
The Definitive Guide to Training and Certification in the Distribution ChannelSeth Jacobsen
A well-planned and executed training and certification program is critical to the success in a distribution channel. The most effective training strategies target the right mix of learners depending on the specific needs and objectives of your company and its channel partners. Devising and delivering the right training strategy is not an easy task. The training curriculum offered in a distribution channel can vary significantly depending upon a channel’s characteristics and a dealers’ capabilities to deliver that training.
School llbraries are a logical place to learn safe, ethical, and effective digital skills. But what if you don't have a laptop for every lap? Strong, savvy digital citizens know the rules of a healthy on-line presence and where to find helpful resources and support for their work. Much of that information may be taught as young as kindergarten and without even logging on. Learn where to find some great lessons for your library to promote a healthy cyber-community at your school.
Come Eravamo: Prima mostra Filatelica sul tema Sanità - a cura di Loredana Ma...Giuseppe Fattori
Torino, 10/09/2016 - Vi sono vari modi per raccontare una storia. Raccontare la storia della Sanità in Italia può sembrare noiosa, ma se raccontata attraverso le illustrazioni di francobolli, cartoline postali e timbri si riveste di un fascino con un doppio valore. Lo Stato, ha utilizzato il mezzo di comunicazione più diffuso fino agli anni ’70, la Posta, da un lato per fare educazione e propaganda sanitaria, con una funzione quasi pedagogica; dall’altro come strumento di lotta contro le grandi emergenze sanitarie provenienti dalla società in evoluzione, come la droga, l’AIDS, l’incremento dei tumori e delle cardiopatie.
La Mostra Come eravamo, prima mostra filatelica on line sul tema sanità, raccoglie un piccolo patrimonio di testimonianze filateliche che ci arricchiscono e forniscono lo spunto per una riflessione sul nostro sistema sanitario, riportato nelle cronache solo per i casi di malasanità e, mai quale esempio riconosciuto a livello internazionale come eccellenza.
32 Ways a Digital Marketing Consultant Can Help Grow Your BusinessBarry Feldman
How can a digital marketing consultant help your business? In this resource we'll count the ways. 24 additional marketing resources are bundled for free.
4 overlooked key competencies in customer experience management for sustainable business results (white paper). See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
How to Define, Build, and Deliver a Remarkable Customer ExperienceAmity
Delivering a remarkable and differentiated customer journey is vital to achieving business success. While many companies have taken steps to define the ideal journey for their clients, actually delivering that journey—both initially and at scale—is another story. Defining and operationalizing the requisite organizational changes can be very challenging, and can even require a full-scale cultural shift.
Webinar: Assessing your level of CX maturity with Vicky KatsabarisQualtrics
Join Vicky Katsabaris, Customer Experience Subject Matter Expert at Qualtrics, as she demonstrates how organisations can assess their level of CX maturity using the Qualtrics CX Diagnostic Tool.
Customer Experience in Belgium, Lessons to be Learned - Alexandre Gangji, Wea...Our Social Times
Customer Experience in Belgium, Lessons to be Learned - Alexandre Gangji, Weave from SCRM13 Brussels.
A talk by Alexandre Gangji, at Social CRM 2013 in Brussels, hosted by Our Social Times
Designing a CX Program for Business ResultsQualtrics
Customer Experience Programs are the discipline of embedding customer insight into every critical decision, improving how you perform at every level of your organisation. Watch this webinar as Qualtrics Subject Matter Expert, Vicky Katsabaris talks us through the 5 core competencies to live by.
CMOs ... Just How Committed is Your CEO to CX Success?James O'Gara
There are 10 commitments CMOs need to secure from the
CEO and C-Suite if they are to achieve lasting customer
experience success. Learn about all 10 here ...
Experience Strategy - Change to a Customer-Driven CompanyUSECON
Change to a Customer Driven Company
The successful enterprise of today is defined by a solid
Experience Strategy that enables the delivery of brilliant
customer experience throughout the whole product and
service portfolio. Grounded in our experience from more
than 500 industrial projects we will guide you through
the institutionalization of a solid, individual Experience
Strategy.
Summary about the approach "A Lean Way to Customer Experience" and about the key success factors for applying it. It is about the value of the combination of Customer Experience Management and Lean Management.
How to profit from customer experience - an introduction to LexdenChristopher Brooks
Lexden is a leading Independent Customer Strategy Consultancy.
We help clients unlock incremental profits by providing compelling value propositions and delivering enhanced customer experience when it matters. We create positive connections between our client’s brands, their employees and their customers.
We offer Customer Experience Strategy and Management, Customer Experience Profitability Modelling, Customer Value Propositions, Brand Experience Management and Employee Experience Management.
We cover a range of service sectors with a specialism in Financial Services.
Our clients engagements include Visa Europe, The Co-Operative Bank, Hiscox, More Th>n, Direct Line, Ageas, William Hill, Park Inn hotels and npower.
Weave study 2013 - The state of customer experience management in BelgiumAlexandre Gangji
This study provides a framework to help companies to connect with their customers. It also gives a state of the art of customer experience management for Belgium companies.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
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B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
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Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
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➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
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➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
2. THE VALUE OF THE CUSTOMER EXPERIENCE STRATEGY
“Strategy is about competitive advantage. Without Competitors, there would
be no need for strategy, for the sole purpose of strategic planning is to enable
the company to gain –as effectively as possible– a sustainable edge over its
competitors.”
-Kenichi Ohmae
1.
3. THE VALUE OF THE CUSTOMER EXPERIENCE STRATEGY
The single most important focus a company can have is the unrelenting
pursuit of a superior customer experience supported by a crystal clear
strategy and transparent performance accountability at every level of the
organization.
How do you get there? It starts with a customer experience leader who drives
the creation of strategy that defines future targets required to be successful,
followed by unwavering, flawless execution. Customer experience strategy
enables companies of every size to live up to their brand image, maximize
their revenues and optimize costs.
This presentation covers seven key elements of successful customer
experience strategy and a few examples of companies who are getting it
done.
2.
4. SENIOR CUSTOMER EXPERIENCE LEADER AND STRATEGIST
This executive has the authority and responsibility to create and ensure
customer success both as an individual and in partnership with their peers,
which, in turn:
• Creates a service culture that supports performance accountability and
proven profitability across the organization
• Provides organizational transformation that disrupts chronic service
issues, drives customer profitability and establishes competitive
advantage
• Leads the development and implementation of strategic direction and
tactical execution of initiatives across the organization
HOW IT’S BEING USED: In this video, Jeb Dasteel, SVP and Chief Customer Officer at Oracle, highlights how
customer feedback is used to enhance products, services and relationships.
3.
5. MISSION, VISION, AND ANNUAL PLANNING
Defining a mission, vision, and annual planning process helps firms achieve
the benchmark success they aim to provide through their service offering. To
achieve this,
• The Mission is in place to clearly describe the reason why your company
exists
• The Vision is used to detail the longer-term future objectives required to
drive the superior customer experience. The Vision makes priorities clear
to everyone, presents a clear picture of what success looks like, and
identifies which individuals are accountable
• Finally, Annual Planning sets clear near-term objectives within every
department. Yearly Plans are used to support the achievement of
longer-term Vision objectives.
4.
6. CUSTOMER EXPERIENCE JOURNEY MAPPING
Customer Experience Journey Maps are designed to:
• Detailed journey maps of the customers’ end-to-end service experience and
analyzing them cross functionally to understand customer frustration and service
complexity sets the stage for service simplification
• Mapping a customer’s complete journey with an organization’s people, process,
policies, technology and key intersections in mind can make customers issues crystal
clear
• These outside-in maps track the customer experience lifecycle within every service
channel, from phone and self-service to online and social media, providing a
comprehensive picture
• Journey maps set the stage to layer in key performance metrics and most
accountable responsibility around the entire customer experience, working to
ensure internal clarity, accountability and performance at every stage of the
customer journey
HOW IT’S BEING USED: This video explores how to use customer journey mapping to build an extraordinary home
delivery customer experience. Michelle Gloder, the head of customer experience at UK's Comet, a leading appliance
retailer, talks about how she increased the loyalty of her customers, their satisfaction, and precious word of mouth by
providing the "Father Christmas moment”.
5.
7. SERVICE SIMPLICITY: SIMPLY PUT
Simplified processes eliminate complicated methods that create an
environment of increased errors and mistakes, which ultimately creates
dissatisfaction for both employees and customers.
• Simplicity enables a faster, more direct one-time quality experience at a
lower cost
• Less complex systems and processes enable better compliance and reduce
exposure
• Easy channel access—especially when using self-service and social media,
makes customers happy and reduces support costs
• Customers need, want, and deserve to have an easy experience when
doing business with you. No exceptions!
6.
8. CUSTOMER EXPERIENCE CAPABILITY MATURITY MODELING
Customer Experience Capability Maturity Modeling (CEMM) uses a structured
set of levels to describe how well the practices, processes and technology of an
organization can reliably and sustainably produce required outcomes in the
customer experience process.
• With deeper customer insight into capabilities, CEMM results can be used
to understand and compare a company’s customer experience maturity
with leaderboard companies within or outside their own industry
• Capabilities – when used effectively within a strategy – significantly improve
a company’s competitive advantage through the development and
execution of short and long-term initiative roadmaps to increase
performance in specific areas
• Using a roadmap approach, iterative capability improvement will produce
steady, long-term gains while leapfrog improvement produces breakthrough
results
7.
9. SWIM LANE ACCOUNTABILITY
Responsibility and accountability for the customer experience needs to be
shared by leaders and staff across the entire organization.
• Customer experience is impacted positively or negatively across different
functions including product, branding, pricing, sales, billing, and service, as
well as across processes, policies, and technology
• Shared responsibility establishes partnership between departments for
shared results: a powerful prescription that increases teamwork,
effectiveness and performance
• Journey maps can be used to layer performance responsibility and metrics
over the mapped experience and to assign a most accountable owner for
each area
8.
10. VOICE OF THE CUSTOMER
Effective Voice of the Customer (VoC) programs are designed to employ an
ongoing and systemic process that captures customer perspective over time
but also includes continuous listening, for example, via social networks, call
centers, forums, blogs and other venues.
• VoC focus is to listen to customers, interpret and analyze their feedback
cross functionally and to take action to eradicate dis-satisfiers across all
customer channels
• Avoid silo creation by sharing customer data and developing solutions cross
functionally when appropriate
• Mature VoC organizations reserve a budget used to specifically address
prioritized issues as they arise
HOW IT’S BEING USED: Watch this video of EMC Vice President of Customer Quality, Jim Bampos, talking about VoC
programs that drive billions of dollars of revenue, and how listening generates innovation and market awareness deep
into the organization. EMC executives focus on what customers really value to ensure competitive advantage, and VoC
helped them to recognize that they didn't understand the entire lifecycle of the customer. "CE matters to the company
today and in the future. I'll share an example of how one small communication change within professional services led to
a 30 point increase in NPS within 18 months and a 20% increase in revenues."
9.
11. A MESSAGE FROM LORI CARR
I am excited to see the powerful impact as the importance of customer
experience emerges, expands and finally proves its value within companies of
every size. The ability to champion the customer experience and anchor it as
part of an integrated organizational strategy has always been crucial to
retaining, expanding and acquiring profitable revenue.
Having been responsible for leadership, strategy and change within customer
service and sales organizations in both medium and large size firms for my
entire career, I’m delighted to share my experience and invite you to call me
for a complimentary consultation.
- Lori Carr
10.
12. YOU HAVE QUESTIONS. WE HAVE ANSWERS.
You CAN grow revenues and increase loyalty by implementing a customer
experience strategy.
Call today to schedule a complimentary
30-minute customer experience strategy consultation
with
LCA’s President Lori Carr
+1 617.879.0793
lori@loricarrassociates.com
11.