Who owns experience management? A look at the teams and roles responsible for building and implementing experience management strategies - Successful experience management is a team effort and involves participation at all levels, from the CEO to the front line employees who work directly with your customers. A comprehensive experience
Superfan Series: Repeat to Boost Your Reputation and Revenue - Welcome to the final installment of the Superfan Series! In the previous sections, we covered the importance of connecting your story with your customer stories. From there, we identified ways
What is Experience Management: A primer on experience management and how it impacts business outcome - Customer obsession has long been a leading tenet of exceptional CX, but it is only half of the equation. After the tumultuous disruptions of 2020, enterprise organizations across industries quickly
Why an exceptional Experience Management Strategy requires integrated customer experience and employee experience programs - The combined output of first rate customer experience and employee experience programs can significantly move the needle on major business outcomes, increasing growth rates and driving revenue. In April, 2021,
Superfan Series: Exceed Your Customers’ Expectations - In the next segment of the Superfan Series, we discover the importance of exceeding your customers’ expectations to create an outstanding experience. Previously, Experience.com’s resident Customer Experience expert, Brittany Hodak,
Superfan Series: Understand Your Customer Story - This series is all about unlocking your brand’s potential to create loyal superfans. In earlier segments, we learned what it means to be S.U.P.E.R. from our customer experience expert, Brittany
Superfan Series: Unlock Your Origin Story - Welcome back to the Superfan Series! This video focuses on the various ways you can boost your reputation, referrals, and revenue by targeting your customer experience. Throughout this 5-part system,
How amazing customer service programs impact brand loyalty, revenue and employee engagement rates - Excellent customer service does more than simply keep customers happy. Studies show exceptional customer service can increase brand loyalty and customer retention rates, drive higher revenue gains and positively impact
Capturing Actionable Feedback in Real-Time, a Thrive Global Interview with Brittany Hodak, Experience.com CXO - CX is evolving every day. Legacy CX means that you are capturing information about customer experiences, typically long after the moment has passed, so you can adjust behaviors for the
Superfans Series: What Are Superfans? - Welcome to the Superfans Series from Experience.com! In this series, you’ll learn how to boost your brand’s reputation, referrals, and revenue through Brittany Hodak’s trusted Superfan System. It’s no longer