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Shep Hyken

Customer Experience, Service Design

ROUNDUP: Customer Experience – 24.March.2013

March 24, 2013
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In this roundup on Customer Experience we have Gillian James presenting in Romania on what we can be doing today to create a great customer experience… Then we have Shep Hyken explaining the difference between Customer Experience and Customer Service, which I know from experience is something that comes up often when discussing the merits of customer experience. Then we have an excerpt from Lior Arussy’s keynote speech at the German CRM Forum, which took place in March of 2013, speaking on the economics of customer experience. This is incredibly important as it helps answer the “why should I care?” question that invariably arises when speaking with senior management about customer experience.

Here is Gillian James with some things we can start doing today to create a better customer experience: How can we create an extraordinary customer experience today – Gillian James, TMI


Here is Shep Hyken explaining a critical difference that we need to be able to articulate when discussing customer experience.: Customer Service Expert Explains Difference Between Customer Service and Customer Experience


And last up, but with profound importance, here is Lior Arussy speaking about the economic importance of customer experience thinking throughout the organization: Excerpt: The Economics of Customer Experience

Did you find these helpful? If so let me know.

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