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The Business Mind Ep.41 l How to Improve Customer Experience

The Business Mind Ep.41 l How to Improve Customer Experience

The Business Mind
E
• 15 min
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In Episode 41 of The Business Mind, I delve into the intricacies of customer experience (CX) and its critical role in business success. We explore the holistic nature of CX, encompassing every interaction a customer has with a brand. I discuss key drivers of positive experiences, such as speed, resolution, and empathy, and highlight common frustrations like inaccessible contact information and long wait times. The episode also outlines an eight-step framework to enhance CX, from creating a customer journey map to considering CX in UX/UI design. I emphasize the importance of cross-departmental collaboration and leadership in driving CX transformation. Join me as we uncover strategies to not just meet, but exceed customer expectations, fostering loyalty and growth.