How much are you investing in customer experience initiatives next year? Where does your current CxP program fall short?
I recently teamed up with Infor’s CMO, Chip Coyle to further explore this topic. We led a webinar called “5 Tips for A Tailored Customer Journey.” The session was hosted by the American Marketing Association.
You may find the feedback and the state of customer experience as surprising as I did when you watch the webinar replay.
490 marketers and business owners registered for this webinar, and 34% were from outside of North America. (Full disclosure: Infor is a client). During the webinar, we asked participants how they would rate their current customer experience initiatives and journey maps, on a 1-5 scale (5 = “excellent”). Only 13% of the attendees rated themselves “good to excellent” in that area.
We clearly have room for improvement in our profession.
If you consider yourself part of the 13% crowd, congratulations. If, however, you are looking for ways to dramatically improve customer loyalty and spend in 2017, be sure to download these free learning resources:
- Download some customer experience videos and infographics on this page
- Click here for the 50-minute webinar replay
- Check out the Infor blog for a summary of the 5 tips for creating a tailored customer journey
The webinar is worth watching. It’s replete with examples of companies who are thriving by incorporating customer journey mapping into their marketing mix. They include:
- Lord Abbett
- Turkcell (grew revenues 200% within 5 years)
- Wolters Kluwer Health
I will be sharing these insights into my upcoming keynotes at Google, CLIC ’16, and private client engagements.
How are you optimizing customer experience in 2017? We welcome your insights–post your comments below.
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copyright 2016, Lisa Nirell. All rights reserved.