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37. Customer Experience: The New Battle Ground
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The customer is king? Join us on a wild ride through the ever-evolving landscape of Customer Experience (CX) with Paul Kitemu, Lead Consultant and Managing Partner at Inspired Resource Center & Consultancy Ltd.
In this episode, we'll roar about:
- Mapping the Journey: We'll identify all the critical customer touchpoints - those moments of truth that define your brand experience.
- The Business of Happy Customers: Discover the undeniable impact of CX on business success - from revenue growth to brand loyalty.
- Digging Up the Roots: We'll tackle the root causes of customer issues and explore strategies to prevent them before they take root.
- Beyond the Score: Is the Net Promoter Score the ultimate CX metric? We'll discuss its strengths and uncover alternative ways to measure customer satisfaction.
- The Survey Says… Maybe Not: Learn why customer surveys can be a double-edged sword and explore more effective methods to gather valuable customer insights.
- Monopoly Mutiny: In today's connected world, customer loyalty is paramount. We'll discuss the dying power of monopolies and how exceptional CX is the key to surviving the competitive jungle.
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