Christopher Brooks’ Post

The Clearing's people-first CX experts use CX Spark, our proprietary customer experience assessment tool, to help clients shape a better future for their organization. Click through to learn more. #cx #customerexperience #tools #assessment #peoplefirst

Is Your Competition Serving the Full Cake? Think your customer service is the only ingredient in a great customer experience? Think again! Customer experience is the entire journey your customer takes with your brand, from the moment they discover you to after they make a purchase. It's the sum of all their interactions – not just with customer service, but with every department in your business. A single bad experience with any department can leave a customer feeling like they're missing a slice of the cake. Maybe it's a confusing website, a slow delivery process, or an unintuitive product design. These all chip away at the overall satisfaction your customer feels. Here's how to ensure your customers get the full, delicious cake: 🔵 Foster communication and collaboration between departments. Everyone should understand how their role impacts the customer journey. 🔵 Focus on customer feedback: Actively listen to what your customers are saying and use their insights to improve every touchpoint. 🔵 Empower your employees: Equip your team to go the extra mile and resolve customer issues efficiently. By creating a unified CX culture, you won't just meet your customers' expectations, you'll exceed them, making them loyal brand advocates. Let's discuss how to ensure your customers are getting the full slice! #customerexperience #CX #customerservice

Breaking Myths About Customer Experience As customer expectations evolve, so do the strategies and tools companies use to enhance their customer experience (CX). However, there are several common misconceptions that many professionals and businesses often believe. These myths can hold back even the most well-intentioned teams from delivering truly exceptional experiences. Let’s unpack some of the most widespread myths about CX and set the record straight. Myth 1: Customer Experience is the Same as Customer Service A common misconception is equating customer experience with customer service. While customer service focuses on problem-solving, CX covers the entire journey—from first awareness to post-purchase. CX ensures every touchpoint, like your website, product quality, and communication, creates a positive experience. In short, CX is proactive, while customer service is reactive. Myth 2: Technology Alone Can Solve All CX Problems In an age dominated by technology, it's important to remember that while digital tools like AI-driven chatbots and automation enhance efficiency and data collection, they cannot replace human empathy in providing a great customer experience. True CX success lies in striking a balance between technology and human-centered processes, using technology to assist humans rather than replace them. Technology is the enabler, but human connection is the differentiator. Myth 3: Happy Customers = Loyal Customers Customer happiness doesn’t ensure loyalty. True loyalty comes from ongoing engagement, meeting evolving needs, and building emotional connections. It's about offering personalized value, solving issues proactively, and consistently delivering beyond the initial transaction. Loyalty is earned through sustained relationships where customers feel valued and understood over time. Myth 4: Only Big Brands Can Deliver Great CX It’s a myth that only large brands can deliver exceptional customer experiences. Smaller businesses can excel by deeply understanding their customers and offering personalized, responsive service. Building authentic relationships and small gestures like timely follow-ups can make a big impact. Great CX is about effort, not budget. The Takeaway: CX is a Mindset, Not Just a Strategy Customer experience isn’t just a department—it’s a mindset. Great CX leaders focus on understanding the customer journey and continually improving service. Whether you're a small business or a global company, CX should guide every decision. By debunking these myths, businesses can build stronger, lasting customer relationships and drive success. Let’s Discuss: What Are Your CX Insights? #CustomerExperience #CXLeadership #BusinessGrowth #CustomerLoyalty #CustomerCentric #CustomerService

People never forget how you make them feel and meaningful customer connections are built on emotional experiences. We provide a comprehensive view of customer experience, helping organisations identify strengths, uncover areas for improvement, and drive customer-centric strategies. Explore key customer experience #KPIs that can help in measuring and enhancing the effectiveness of customer interactions and overall satisfaction. #CustomerExperience #CX #KPIs https://lnkd.in/dWHUyZqy

Today is CX Day! CX is the acronym for "Customer Experience". According to the Customer Experience Professionals Association (CXPA), CX means "the perception that customers have of an organization - one that is formed based on interactions across all touchpoints, people, and technology over time." A great Customer Experience is enabled by a variety of stakeholders in an organization, from Product teams focused on PMF, Marketing teams focused on relevant content and information served to customers, IT leaders deploying and supporting technology, and the frontline employees serving and supporting customers every day. None of these jobs are easy, but every one is vital to creating a fantastic Customer Experience. Thank you to all of you who are focused on enabling a great Customer Experience. At Pontem Technology Partners, we believe that enabling employees and end users is one of the most impactful ways of creating the optimal #experience for your customers. Every business is a little different and unique. Finding the right technology solution for YOUR business and stakeholders can be a strategic differentiator for your business, or it can be an anchor that keeps you from moving forward. Cheers 🍻 to those on the frontlines of Customer interactions. Cheers 🍻 to the teams and individuals who enable a great Customer Experience. Cheers 🍻 to the leaders who set the course to achieve a great Customer Experience. Cheers 🍻 to the vendors who truly care about the best outcomes for their customers, enabling growth and retention. Happy CX Day everyone! #customerexperience #people #process #technology The Mid-Atlantic CX Forum "Where CX and IT Meet" Katie ScottLiz Law

Customer experience is THE differentiator for today’s businesses. To help fellow marketer's we've put together the Ultimate Guide to #CX. What's inside: Breaking down what is CX, why it matters, how to #improveCXin5steps, what is good customer experience and 5 components of customer service. “When it comes to #customerexperience transformation, we’re not talking about one project or moment in time – we should always be transforming,” Whereoware’s Chief Technology Officer Eric MacKenzie explains. “Whether it’s people, process, or technology, there’s always some level of transformation happening in a business. So, we encourage clients to continuously audit their CX, looking at strengths, weaknesses, and gaps to then prioritize the most meaningful areas where CX improvements will create the largest impact. It’s never-ending – there’s always an opportunity to get better.” Improve your CX with our Ultimate Guide to Customer Experience: https://lnkd.in/eKJ_DnGV

- "Tell me about the gains you create from your returns experience" - "What returns experience?" - " 🤦♂️ " R is for Returns in the A-Z of Modern Customer Experience. Without a quality returns experience you will be spending more on customer acquisition and retention than you need to. Find our how to make returns a jewel in your customer experience programme, and also get a catalogue of CX inspiration and best practice, from A-Q to date and receive future issues for S-Z (and back round again,) automatically when you sign up. https://lnkd.in/eeDey3pE #customerexperience #returns #CUSTOMERCENTRICITY

The Clearing takes pride in leveraging CX Spark, our proprietary customer experience assessment, with our clients. Click to learn more about how this innovative tool can help you shape a better CX future for your organization. #customerexperience #cx #cxassessment #tool #peoplefirst

The Clearing takes pride in leveraging CX Spark™, our proprietary customer experience assessment, with our clients. Click to learn more about how this innovative tool can help you shape a better CX future for your organization. #customerexperience #CX #tools #peoplefirst

An interesting (and quick) read about the importance of measuring your Customer Experience Maturity in your organization. #cx #cxstrategy #cxmanagement #cxmaturity #insights #employeeengagement #africa