Articles
Tag: dave angelow
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What it Takes to Design Your Business for Customer Success
Organizations talk big about customer success but too many are “front-end loaded,” focusing on obtaining a customer, while ignoring post-sale service.
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Customer Experience Has No Start and No End: Jim Kalbach of MURAL
Jim Kalbach, head of customer experience at MURAL, talks CX design, the importance of corporate culture and more in this interview.
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Use Design Thinking to Put Yourself in Your Customers' Shoes
Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization.
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Make Customer Experience Your Competitive Advantage With These 3 Steps
How can we create competitive customer experience advantages?
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How Product Life Cycle Design Impacts Customer Experience
Companies today have become well aware of the critical impact customer experience has on their profitability and business performance, putting in place ongoing efforts to improve those CX capabilities.
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Raise Your Customer Experience Game Now to Prepare for the Connected Future
Do you have a plan to address the connected future and the increased customer expectations that the internet of things (IoT) will bring? For most firms, the growth of connected devices via the IoT will highlight the organizational challenge of ensuring that customer experiences aren’t negatively affected.
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How Customer Experience Drives Business Strategy
Planning season is upon us, when businesses start outlining the projects, staffing and budgets for the next fiscal year's projects. While every company's goals are unique, the one goal they have in common is the desire to improve on the prior year's performance.
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Align Your Customer Experience Goals (or Commit to Wasted Effort)
Improving customer experience presents unique challenges. It requires coordination across multiple business functions — marketing, sales, service, supply chain, engineering, finance, IT. And while "organizational alignment" has received its fair share of lip service, the challenge of alignment remains.
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Can We Automate Customer Journey Mapping?
Companies who successfully deliver outstanding customer experiences consistently do better than their competitors — we've all heard this for years now. But success isn't easy. Those organizations who do deliver outstanding service experiences are investing to develop and expand their organizational capabilities. The first step in designing a new
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Do You Abandon Your Customers Post-Sale?
Customer experience is the key differentiator in today's marketplace — and businesses know it. Yet too often they focus more on the early points of the customer journey — from initial contact until sales closure — and then disappear shortly after the sale is finalized. Recent studies show increasing complexity in delivering positive customer experiences. The
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3 Techniques That Spark Customer Experience Success
The future success of your company rests to a great extent on the strength of your customer experience. Most companies recognize this fact.
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(Re)Align Your Organization for Customer Experience Success
Businesses trying to get a customer experience program off the ground often forget one key aspect in their planning — organizational alignment. Customer experience programs require new organizational capabilities — which require people in the organization to perform new activities and use new tools.
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