From the course: Customer Experience (CX) Foundations
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Customer experience as a way to do business
From the course: Customer Experience (CX) Foundations
Customer experience as a way to do business
- Tool kits are great, but you could hand me a complete set of tools for my house, and I still wouldn't necessarily know how to use them. That's often what happens with customer experience. Resources are allocated to tools, like a good customer relationship manager, or CRM platform. I've seen plenty of budgets built around customer feedback tools, like survey tools and business intelligence software to analyze the results. Those are great, and there is definitely plenty of need for them in a robust customer experience strategic approach, but those tools don't actually deliver an improved customer experience. They are tools to help you have the right information so you can prioritize the right efforts. You see, customer experience management is so much more than using those tools. It's a way to approach business. That's why you want to build customer experience with the right foundations at your organization. As you…
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