Monthly Archives: April 2016

Why Your Customers’ Expectations Speak Volumes

2016-08-26T07:42:51+00:00April 27th, 2016|

As we have discussed in previous issues of the OnMessage Minute, the customer experience is “the product of the interactions between an organization and a customer over the duration of their relationship.” So, it’s not only critical that you understand what customers expect from specific interactions they have with your company throughout their journey, you [...]

Customer Experience. Why CMOs Must Simplify, Then Act.

2016-11-14T15:19:44+00:00April 21st, 2016|

Discover how Leading CMOs are demystifying and simplifying the customer journey. Developing a customer experience strategy can be daunting if you let complexity creep in. It can turn into a never-ending data gathering process. Stop searching for data. Download this paper to gain access to the answers you need to materially impact the [...]

CMOs Own Perception — That’s Why They Must Own Customer Experience.

2016-11-14T15:19:44+00:00April 13th, 2016|

The customer experience, by its very definition, is complex. Forrester Research defines it as: “The product of the interactions between an organization and a customer over the duration of their relationship. This includes all of a customer's interactions with your company from awareness to discovery, purchase, use of products / services, loyalty and advocacy.” However, Forrester [...]

Don’t Let Fear of the Unknown Get in the Way of Customer Experience Success.

2016-11-14T15:19:45+00:00April 6th, 2016|

The “customer experience” — as a strategic initiative — is fairly new. There are still a lot of unknowns. There is ambiguity regarding “ownership” of this initiative within the enterprise, and “best practices” for capturing and using customer data to activate a customer experience strategy have not yet been fully defined. With no clear path [...]

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