Liezel Jonkheid’s Post

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/dSae2duB #CX #VOC #ConversationsWithCustomers

We debunk misconceptions to reveal that CX goes far beyond customer service.  💡🚀 What other myth would you add? Leave your comment 👇 #CX #WeMakeDigitalHuman #UserCenter

I have no clue where to start improving our customer experience. No sweat, here are 7 ideas to start today: 1. Listen closely to customer feedback ↳ Act on one feedback point per week 2. Streamline your purchase process ↳ Try removing or simplifying steps 3. Grab a customer experience book ↳ Improve your knowledge of CX 4. Understand customers & colleagues ↳ Ask a colleague to visit a customer 5. Make the company talk like a human ↳ Read the website as if you were a customer 6. Customer-Centric leader by example ↳ Showcase the behaviors you want to see 7. Make it easier for customers to contact you ↳ How easy it is to find your contact details ↳ How easy is it to buy, ask, or cancel something Customer Experience is as hard as you want it to be. #customerexperience #CX #customerservice

People have built up a lot of misconceptions about customer experience, and in my opinion, the biggest one is that many people believe that CX is only digital. However, you’ll need to watch the video below if you want to find out more about my opinion on this myth. 😉 Otherwise, you can always contact CX-Advisory.com to bust more CX myths that your company might believe are true by clicking the link below: https://lnkd.in/dcfcpBFq #CX #CXAdvisory #IndustryInsights #CXInsights

Would you pay more for a better customer experience? According to Statista, 86% of customers would. That’s how much customer experience matters in today’s competitive market. If you want to leverage personalized customer experience to your advantage, visit www.clientshot.com to sign up for a game-changing customer feedback management solution for your business. #customerexperience #cx #marketingtips #statista #clientshot

63 percent of customers say most customer experiences fall short of what they know is possible. How can you use this stat to get ahead of your competition? Easy, give the people what they want! When you can leverage the shortcomings of other businesses, like their inability to meet customers’ needs, and provide an experience that exceeds customer expectations, you get an immediate competitive edge over them. For tips on how you can leverage customer experience to get that competitive edge, head to our blog linked below: https://hubs.ly/Q02tBkwd0 #cx #customerexperience #competitiveadvantage #winthecustomer #bettercx #keepupwithtechnology

Good morning! Let's talk about the critical topic of customer experience (CX) and its direct link to the customer journey. I started my morning in an Executive Workshop for one of our Global Clients, and one of COPC's leaders sparked a powerful reflection: "Has your organization ever experienced the loss of a customer due to poor customer care?" We all know the answer to that one - because we've all been that customer. 💡 It's not just a question – it's a reality check for businesses worldwide. A bad customer journey can have profound impacts on CX, leading to lost customers, reduced loyalty, and resulting in loss of revenue. As we navigate the dynamic landscape of customer interactions, let's remember that every touchpoint shapes the customer's perception. From the first interaction to post-purchase support, each step matters. 📈 On the flip side, investing in a seamless and positive customer journey can be a game-changer. Happy customers become loyal advocates, driving growth and fostering brand loyalty. #CustomerExperience #CX #CustomerJourney #BusinessSuccess #COPC #customerloyalty

Learning industry terminology is an important step in improving your customer experience delivery. This week's "CX Insights Weekly" Glossary Gem = Chief Customer Officer (CCO) Each week, we share a new term and its definition to help you learn more about the world of CX. To see a full glossary of 200+ important terms, download The Customer Experience Glossary for FREE at any time at: https://lnkd.in/g_3zk7PA #CustomerExperience #CX #CustomerService #SmallBusiness #Newsletter

you have to know what they NEED

Learning industry terminology is an important step in improving your customer experience delivery. This week's "CX Insights Weekly" Glossary Gem = Customer Journey Each week, we share a new term and its definition to help you learn more about the world of CX. To see a full glossary of 200+ important terms, download The Customer Experience Glossary for FREE at any time at: https://lnkd.in/g_3zk7PA #CustomerExperience #CX #CustomerService #SmallBusiness #Newsletter