Using Analytics and Culture to Deliver Journeys That Customers Crave: Insights from The 2015 Customer Experience Conference
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Publication Date:
August 04, 2015
Companies that are known for top-notch customer service have cultures that base everything the company does around pleasing the customer. This begins with creating a map that outlines all the touch points on the customer’s journey, asking the right questions about those points to open doors for improvement, and operationalizing the journey with customer data. This Conference KeyNotes includes unique ideas from participating companies on how they changed their culture to be more customer-centric, and how they not only turned problems into opportunities but cut costs and raised their customer satisfaction levels at the same time. Of course accomplishing all this can only be done if the employee is empowered to become part of this goal.
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