CCNG Customer Experience Surveys 
CCNG
JUNE 29, 2022
On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience. Rick also hosts the CX Passport podcast and believes the best meals are served outside and require a passport.
CCNG
APRIL 2, 2021
CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Twenty-eight authors provide insights and techniques that readers can immediately use to improve not only their customer experience but their employee experience as well.
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CCNG
AUGUST 16, 2023
Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace.
CCNG
JUNE 5, 2024
In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized. Other organizations use survey scores to set a bonus plan for their employees. Have you been asked to do this?
CCNG
OCTOBER 11, 2023
Do you think that employee has influenced your customer's experience on the phone? And the ramifications are that they are significantly less likely (58 percent) to purchase again and, if they were soured enough by their experience (62 percent) more likely to tell others to avoid buying from you, too. The answer is yes.
CCNG
NOVEMBER 16, 2022
When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.
CCNG
OCTOBER 29, 2021
In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed. Three key themes did not change: 1.
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