Measuring Customer Experience’s (CX) business impact is hard. It’s one of the biggest challenges in passing the CCXP exam. One reason is that CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. Unfortunately, our business partners aren’t always so confident.Read more
I attended an excellent conference today. The Carlson School of Management sponsored their second annual Ignite Conference which focused on “Protecting Trust in Today’s Consumer Journey.”
The opening speaker gave some great stats about trust, including research that 73% of the variance in how customers have trust with you is predicted by team members’ trust of the organization.
At the end of the day, Wells Fargo’s Chief Marketing Officer Jamie Moldafsky spoke on their journey to regain trust. It was a well-crafted speech, showcasing all that Wells Fargo was doing to admit wrong-doing and earn back the trust earned over 150+ years in business.
All in all, it was impressive. But two warning signs have me concerned that they have further to go than they think. Read more
Connect With Us
- The First Key Journey Mapping Question: What is the Right Journey to Map?March 21, 2019 - 9:48 am
- Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change”March 12, 2019 - 4:00 am
- Ten B2B KPIs to Track Starting Now (none are NPS) – Employee-Rated and Survey ItemsMarch 6, 2019 - 4:00 am
Journey maps are the clearest way to visualize your customer experience. Download our journey mapping toolkit to start.