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Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
we’re only human.
when it comes to Customer Experience in Marketing- as in all things- we want
people to remember that.
simple. When we talk about humanizing the experience, it doesn’t matter what
your discipline is. If it’s marketing, if it’s contact center…If you have a
customer experience title, it all boils down to treating the customer the way
we want to be treated.” – Wise words indeed, and the first of many shared by Becky Roemen– Sr CX
Consultant at TTEC Digital, ICMI Top 50 CX
Thought Leader, CX Accelerator Board Member, and our honored guest on this
week’s ‘Sweets of CX’ Podcast.
her discussion with CloudCherry’s James Gilbert, Becky clarifies the importance
of moments that matter (or MTMs) vs. points of tension, the necessity for true
empathy and passion when it comes to brand voice, the need to ask ourselves whether
or not we’re actually delivering on the promises we make in our Mission
Statements, and how ‘one size fits all’ should be banished from our CX
she says, “The bottom line is- it all comes down to customer loyalty. And, in
the landscape, no industry is untouched by this. We’re not competing off of
price anymore. We’re not competing off of product mix or any other factor. Most
industries are now competing off of experience, as the number one factor to
stay with- or leave- a company.”
addition, Becky introduces us to a fascinating visual tool she’s dubbed, ‘The Customer
Experience Spider Web’, shares tips on how a company of ANY size can compete
with the gold standard (Note: She sneaks these bonus nuggets in at the end, so
stick around), and chats about ‘the Jack Russel Terrier of Bots’. Intrigued? I
know we certainly were!
what company has wowed her with their Customer Experience? Becky decisively
chose American Express, siting a
‘seamless’ interaction she recently had with them that- start to finish- took a
total of 2 minutes. Respecting people’s time? Now, that’s something any human
can find this interview, and many more, by subscribing to ‘The Sweets of CX’
Podcast on iTunes. If you don’t use iTunes, you
can listen to every episode by clicking here. Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.
An experienced Customer Experience transformation strategist
with demonstrated success and thought leadership. My innate passion for the
delivery of digital transformation & disruptive business technologies is
married with my marketing and business strategy background. I serve as a
thought leader in the Customer Experience and Disruptive Technologies space,
backed by several industry publications and certifications. Expertise in both
technology and marketing give way to refined capabilities in developing and
implementing a transformational customer experience strategy that provides
value and drives customer loyalty. I am a trusted industry voice for guidance
on emerging contact center channels and technologies. I have been recognized as
a Top 50 Customer Experience Industry Thought Leader by ICMI.