European Customer Experience Organization (ECXO)

Delete, Ignore, Snub, or even Engage? How Mature Companies Should Tackle Negative Social Media Feedback https://lnkd.in/dwEz4Afs Here are the 5 key takeaways from this article: 1️⃣ Why best practices matter but need flexibility: Learn how to adapt guidelines like those from McKinsey and ECXO for your company’s specific situation. 2️⃣ The risks of ignoring feedback: Understand the long-term damage caused by not responding to social media complaints. 3️⃣ Resource management challenges: Discover how to balance responding to every complaint while avoiding team burnout. 4️⃣ To delete or not?: When it's acceptable to remove comments and when transparency is the better option. 5️⃣ Public vs. private resolution: Explore the benefits of taking conversations offline while maintaining transparency with your audience. #CustomerExperience #CXStrategy #SocialMediaManagement #BrandReputation #UX #cx https://lnkd.in/dwEz4Afs

Is the “One-Size-Fits-All” CX Framework Outdated in B2B? Let’s Hear Your Thoughts! 👥💬 This is about sparking a conversation—we’d love to hear what you think! Let’s dig into the debate on standardized CX frameworks and whether they truly serve today’s B2B needs. Here are some thoughts to get the conversation started: 1️⃣ Are Standardized Frameworks Still Relevant? Many companies rely on CX models from industry leaders like Forrester or Gartner. But do these prescriptive approaches still capture what unique, B2B businesses need today? 2️⃣ The “One-Size-Fits-All” Trap: Do frameworks sometimes offer a cookie-cutter path rather than real insight? How do you think this impacts a company’s authenticity and ability to stand out? 3️⃣ Flexibility vs. Structure: In today’s dynamic environment, is rigidity holding companies back? Should CX strategies prioritize adaptability instead? 🤔 4️⃣ Moving Beyond Frameworks in B2B: These models are designed to simplify the CX landscape, but does that work in B2B, where relationships are unique and need deeper customization? 5️⃣ Learning from Innovative Cultures: Could CX take inspiration from places like South Korea and Israel, where agility and customer-centricity drive real outcomes? What are your thoughts? 6️⃣ Frameworks as a Guide, Not a Rule: Companies like Samsung use CX frameworks as benchmarks, not blueprints. Would this flexible approach help B2B companies better meet client needs? 7️⃣ What’s Your Take? Are standardized frameworks enhancing or limiting your CX efforts? How might a more flexible, client-centered model make a difference for your customers? Let’s open this up! Would you adapt or stick with the traditional CX models? Looking forward to your insights! #cx #customerexperience #cxframeworks #ecxo

Delete, Ignore, Snub, or even Engage? How Mature Companies Should Tackle Negative Social Media Feedback https://lnkd.in/dwEz4Afs Here are the 5 key takeaways from this article: 1️⃣ Why best practices matter but need flexibility: Learn how to adapt guidelines like those from McKinsey and ECXO for your company’s specific situation. 2️⃣ The risks of ignoring feedback: Understand the long-term damage caused by not responding to social media complaints. 3️⃣ Resource management challenges: Discover how to balance responding to every complaint while avoiding team burnout. 4️⃣ To delete or not?: When it's acceptable to remove comments and when transparency is the better option. 5️⃣ Public vs. private resolution: Explore the benefits of taking conversations offline while maintaining transparency with your audience. #CustomerExperience #CXStrategy #SocialMediaManagement #BrandReputation #UX #cx https://lnkd.in/dwEz4Afs

Reflections on The Matrix: A Journey into the Depths of Customer Experience find the article bellow #cx #journeymapping #matrix #customerexperience

At European Customer Experience Organization (ECXO), we extend our heartfelt wishes to everyone celebrating Diwali. May this Festival of Lights bring you and your loved ones immense happiness, prosperity, and joy. Wishing you a bright and joyous Diwali filled with warmth and success for the year ahead! ✨🪔 #HappyDiwali #ECXO #FestivalofLights #cx

🌟 How AI is Transforming Employee and Customer Experiences https://lnkd.in/dnCYQW3q 1️⃣ Boosting Productivity & Efficiency AI-powered tools are enhancing productivity, allowing employees to deliver faster, more efficient services, which translates directly into improved customer satisfaction. 2️⃣ Streamlined Recruitment Process By automating the screening and initial interview stages, AI shortens the recruitment timeline by up to 50%, ensuring roles are filled quickly with the best candidates to maintain high service standards. 3️⃣ Enhanced Employee Well-being Through AI-driven sentiment analysis, organizations can gain deeper insights into employee morale, fostering an environment that enhances both employee satisfaction and customer loyalty. 4️⃣ Personalized Learning & Development AI tailors learning paths based on individual preferences and needs, equipping employees with skills that directly improve customer interactions. 5️⃣ Continuous Performance Management Data-driven insights from AI systems provide real-time feedback, enabling continuous performance improvements and better service for customers. 6️⃣ Improved Collaboration & Communication AI-driven communication tools support seamless collaboration, especially for remote teams, ensuring customers receive comprehensive and coordinated responses. #EmployeeExperience #ai https://lnkd.in/dnCYQW3q #cx #ecxo

How Customer Success Metrics Are Reshaping the Subscription Economy https://lnkd.in/dk85FzGk #customersuccess #CX #customerexperience #metrics

Our new European Customer Experience Organization (ECXO) article: Customer Service + AI = Customer Success 3.0 by João Pereira https://lnkd.in/dKYY-sp2 #AI #customersuccess #customerservice #CX Sue Nabeth Moore

The European Customer Experience Organization (ECXO) is currently seeking a professional freelance graphic designer. If you have any recommendations for qualified candidates, please feel free to share their names with us. https://lnkd.in/dNPVQcqT #designers #freelancer #professionaldesigner #cx #customerexperience

The Critical Nature of Customer Experience in Medical Devices: Why Perfection is the Only Option https://lnkd.in/daqHcVb4 #MedicalDevices #CustomerExperience #cx #HealthcareInnovation #MedTech