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As a CX Professional, it can be challenging to understand the intricacies of customer behavior and implement effective strategies to enhance the overall customer experience. A research study in our Global CX Community delves deep into the relationship between Brand Experience, Brand Relationship Quality, and Customer Citizenship Behavior (CCB). By collecting data via questionnaire surveys in China, the study offers valuable insights into how different dimensions of brand experience influence customer behavior and the pivotal role of brand relationship quality in fostering positive customer behaviors. So don't let the complexities hold you back. Sign Up & Read here for Free!👇 https://lnkd.in/dwM_KUPT #CustomerExperience #CustomerCentricity #CX #CXStrategy #CXTraining #ConsumerBehavior #CustomerService #CustomerBehaviour #BrandExperience #CustomerCentric

Do you know what's even better than excellent service? The way you deliver it! In customer experience, a little appreciation can work wonders. Always keep in mind: ✔ Your smile is your quickest path to customer approval. ✔ A sincere thank-you is a potent tool in customer service. ✔ Customers are in search of a unique connection and experience. ✔ Customers desire more than just products; they're on a journey with your brand. So, what can you do? ↳ Never underestimate the role appreciation plays. ↳ Convey genuine gratitude for your customers' trust and loyalty. ↳ Take the chance at every touchpoint to infuse this magic into the journey. When to do so? All the way long, from the first 'hello' to post-purchase follow-up. To sprinkle this magic throughout their journey. Remember, It's not just about providing excellent service; it's about how you serve it! 🌟 Ready to infuse some magic into your customer experience? Share your thoughts on how you appreciate your customers in the comments below! Don't forget to catch the whole discussion on our #CXSnaX YouTube channel. P.s; The link in the comments box below 👇 Feel free to DM me "CX Power" and I'll get back to you soon! --------------------------------------------------------- I'm Waleed Al Hamdan CX Expert and Business Strategist Follow me 👉 Waleed AlHamdan and on 👉 #WKHCX Activate the bell 🔔 😉 #customerexperience #customerservice #cx #WKHCX #customerjourneymapping

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

Delivering empathetic customer experience has become a differentiator for consumer brands (even true for B2B). But so much has happened lately including how (gen)AI can help to automate customer journeys, gain efficiency and at the end deliver a better customer experience if well orchestrated with human support. We at Puzzel asked customer experience leaders their view and here are key trends in form of an eBook: https://loom.ly/gdBUxCQ  #ccaas #customerexperience #cx #conversationalai #customerengagement

How replacing an order# with customer name (possibly to make Cx more personalised) at a takeaway could be misinterpreted when put next to the order status. While it is self explanatory and most people would ignore this, it could be disconcerting to some (not me though). But, this just shows there is always room for improvement, and always a demand for good BA and Cx skills. For all my wellwishers, I never went into the oven, neither did Vanessa...our 🍕🍕 did #customerexperience #customercentricity #cx #ordermanagement #businessanalysis #perceptionmatters

𝙈𝙤𝙢𝙚𝙣𝙩𝙨𝙤𝙛𝙏𝙍𝙐𝙏𝙃 : 𝙄𝙩 𝙖𝙡𝙡 𝙗𝙤𝙞𝙡𝙨 𝙙𝙤𝙬𝙣 𝙩𝙤 : 𝙈𝙤𝙢𝙚𝙣𝙩𝙨 𝙤𝙛 𝙏𝙍𝙐𝙏𝙃 !! 📌Get this right, take the customer; Get this wrong, loose the customer(𝘪𝘯 𝘴𝘰𝘮𝘦 𝘤𝘢𝘴𝘦𝘴, 𝘍𝘖𝘙𝘌𝘝𝘌𝘙). This series aims to capture the "#Reality", so we can start from there : For Good, Better & Best !! 💡𝙒𝘼𝙏𝘾𝙃 𝙩𝙝𝙞𝙨 𝙎𝙋𝘼𝘾𝙀 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙐𝙇𝙇 𝙑𝙚𝙧𝙨𝙞𝙤𝙣... #CustomerExperience #CX #CustomerFIRST, #Excellence #EX #EmployeeExperience Customer Experience Professionals Association (CXPA)CXPA United States CXPA Middle East

Are you looking to enhance your customer experience strategy? Sinead Hourigan FRCSA recently led a successful multi-stakeholder experience strategy inclusive of a global Voice of Customer (VoC) roadmap with measurable KPIs. Using personas to build out a structured VoC strategy, she and her team were able to extract value and engage our clients through a "You said, we did" approach. Don't underestimate the importance of employee experience (EX) and customer experience (CX) in VoC success. Meet Sinead Hourigan FRCSA LIVE at the upcoming Voice of Customer APAC from 19-20 Sep, SGT. >> https://lnkd.in/gjkGE5Xu Ahead of the event Sinead Hourigan FRCSA explains how to execute a multistakeholder CX strategy that involves tech, marketing and HR. Read the interview here >> https://lnkd.in/gZgVr_n2 Tilak Antony Suhailah Ishak Rhiannon Chandler-Day MSc Melanie Mingas Nikki Kandola #CustomerExperience #EmployeeExperience #VoiceOfCustomer #MultiStakeholder #GlobalEngagement

Element 1.2 of the the International Customer Service Standard asks an organisation how well they have articulated what best practice customer experience looks like and how well this has been communicated, along with what goals and strategies are in place to attain this best-practice. Communication and collaborating are critical to the success of any customer experience strategy and engaging employees, suppliers and customers in this journey optimises transparency and trust. You can learn more about the International Customer Service Standard here: https://bit.ly/2CmIjYp #bestpractice #customerexperience #cx #icss

“What you don’t measure, you cannot manage” The 2-day Customer Experience (CX) Conference with Knowledge Integration Web Events was insightful about total experience and what the future holds. Thought-provoking learnings: 🔑 Listening is the foundation of personalisation 🔑Only 35% of companies bother to thank new customers 🔑41% of companies do not record preferred customer contact channel 🔑 Only 2% of businesses have a win-back programme 🔑 40 million people view business catelogues on WhatsApp 🔑 AI is not a replacement for good CX 🔑 Every touch point with your customer needs a survey to measure total experience 🔑 Employee satisfaction is a key driver for enhanced CX

With #CX customer experience now more than ever the lifeblood of sustainable, profitable and successful brands, it’s more important than ever to understand what drives customer experience and how to improve it by gathering customer feedback – what is referred to as the #VoiceOfTheCustomer. The critical question for any brand owner is: how are you gathering this critical feedback? If your sole focus is on quantitative data in the form of metrics and measures, you could be missing out on the ‘contextual gold’ that lies in having real conversations with your customers. Read my latest blog on why conversations with customers are key to unearthing the real drivers behind your CX… https://lnkd.in/dskwfhZw #CX #VOC #ConversationsWithCustomers