Customer Experience Priorities In The Cloud

My recent posts have been focused on customer experience planning for 2011. So I thought it would be interesting to look at what companies told us about their priorities earlier in the year. What do you see in this word cloud of their priorities?

The bottom line: It’s time to clarify your customer experience priorities.

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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

3 thoughts on “Customer Experience Priorities In The Cloud”

  1. Dear Bruce:

    IMHO, we see working with our customers three main priorities:
    – driving loyalty
    – creating satisfaction
    – producing efficiency

    As maybe you cannot create all three outcomes within a single interaction, it would be time for interacions/experiences segmentation first…

    regards

  2. Bruce,
    Simple, but telling graphic. Coming out of the contact center, we hear a lot about repeating process efficiencies, boosting revenue per customer, reducing cost per call, and improving the customer experience in general. All of which are much aligned with the graphic you created on top priorities. One interesting observation from the graphic is that I don’t see “Social” as a top priority. I wonder if this will change in 2011?

    Thanks,
    Brian

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