Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise
Creating a segmented persona driven Customer Experience strategy is all well and good, but without the ability to tie it back to individual customers through data - so that you know which customer should be treated with which treatment strategy - then the whole thing is a paper exercise.
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11:41
Episode #11 - Customer Experience Principle #10 - Customer Journey Mapping - the map is not really the point
Some organisations develop journey maps, pop them on the wall and then leave it at that. But the map isn't really the point of Customer Journey Mapping, it's just a byprroduct. So, what is the point?
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9:19
Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business
Different parts of the business can often lay claim to the 'ownership' of the relationship with the customer, but which part of the business should own Customer Experience Management?
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5:42
Episode #9 - Customer Experience Principle #8 - You only manage part of the customer's experience
Don't think for one second that one organisation has the ability to control the customer's experience. Going on holiday is so much more than booking a flight...
If your employees are having a bad experience in the workplace, how can you expect them to deliver your customers a great experience. But beware! Delivering a great employee experience is no guarantee of your business deivering a great customer experience...
The CX Club podcast looks at the good, the bad and the ugly of the CX world...
This is what you can expect over the first 30 shows:
Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM
Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise
Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation
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