engaged customers Archives - M4 Communications

Great Customer Experience Begins With Engaged Employees

by Sue Duris in Customer Experience, Employee Engagement 0

CXDay celebration is on October 3, 2017. It's a time to celebrate customers and a time to reflect over the past year and realize just how far we've come. We've come quite a long way since the first CXDay in 2013: -Customer Experience (CX) is now a top priority for many companies, according to recent [...]

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Focus First On Meeting Customers’ Needs, Not on Delighting Customers

by Sue Duris in Customer Experience, Emotion, Voice of the Customer 2

I heard someone say recently that delighting the customer is the same as meeting a customer's needs. That is incorrect. By definition, delighting customers means exceeding their expectations. That's different than meeting customers' needs. I understand why they would think the two are interchangeable. Being able to delight the customer is the holy grail of the [...]

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