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Jim Tincher, Journey Mapper-In-Chief at Heart of the Customer joins me to chat about customer experience research (CXR). In this episode we discuss some of the basics, why it’s important, ways to get started in CXR and more. Lot’s of great intro content and resources for those who are interested in applying CXR to their organization.
SHOW HIGHLIGHTS AND WHAT YOU’LL LEARN…
A brief history on customer experience research (CXR)
The difference between customer experience (CX) and user experience (UX)
Most common adoption challenges that professionals have while advocating for the customer and customer research methods
Three types of problems to focus on when trying to drive adoption and develop an effective customer experience practice within an organization
Three best practices for developing a CX within your organization
Which CXR metrics matter
Which challenges CX leaders are solving
Thoughts on the future of CX
PEOPLE, TECHNOLOGY, AND RESOURCES MENTIONED
Customer Retention Objectives reported on by eMarketer
Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine
The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon and Nick Toman
How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer Focused Change by Jim Tincher and Nicole Newton
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