http://www.verintblog.com/index.php/2010/08/the-customer-experience-imperative Powering Actionable Intelligence Sat, 19 May 2012 06:08:59 +0000 http://wordpress.org/?v=2.7 hourly 1 http://www.verintblog.com/index.php/2010/08/the-customer-experience-imperative/comment-page-1#comment-86 Stephanie Claycomb Wed, 18 Aug 2010 20:20:23 +0000 http://verint.com/verintblog/?p=195#comment-86 I too believe that Customer Experience drives Customer Loyalty. We measure customer experience from many perspectives including caller feedback and speech analytics. Megan gave me some new ideas and thoughts to ponder in regards to root cause analysis and the customer experience. Great information! I too believe that Customer Experience drives Customer Loyalty.
We measure customer experience from many perspectives including caller feedback and speech analytics. Megan gave me some new ideas and thoughts to ponder in regards to root cause analysis and the customer experience.
Great information!

]]> http://www.verintblog.com/index.php/2010/08/the-customer-experience-imperative/comment-page-1#comment-53 Donna Denehy Wed, 11 Aug 2010 17:53:06 +0000 http://verint.com/verintblog/?p=195#comment-53 Megan included some great tips in laying the foundation for success in the Customer Experience journey. I would just add that a focus should always be on measuring outcomes. One thing I always keep in mind is that.....you can't improve what you can't measure. I also believe that treating the customer in a manner they expect is so important but often times the processes we ask our employees to follow do define how our customers feel regardless of the job the rep does on the phone so....always be thoughtful when designing internal processes - keep your end customer in mind! Thanks for the great information Megan. Megan included some great tips in laying the foundation for success in the Customer Experience journey. I would just add that a focus should always be on measuring outcomes. One thing I always keep in mind is that…..you can’t improve what you can’t measure. I also believe that treating the customer in a manner they expect is so important but often times the processes we ask our employees to follow do define how our customers feel regardless of the job the rep does on the phone so….always be thoughtful when designing internal processes - keep your end customer in mind! Thanks for the great information Megan.

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