CX Archives - Ragnadigital

by Ragna Ghoreishi April 19, 2024

It is the balance, stupid! Navigating Customer Centricity in Product Roadmaps: Balancing Vision and Feedback

Free after the famous election qote for Bill Clinton in 1992 "Its the economy, stupid!" Lets talk about balancing vision and feedback when it comes to customer centricity in product roadmaps. In the dynamic business context, the concept of customer centricity has become more then just a buzzword. It became a cornerstone of strategic planning. This approach not only enhances customer satisfaction and loyalty but also drives the creation of value ...

by Ragna Ghoreishi February 4, 2024

be innovative to overcome surfey fatigue

Beyond Surveys: Innovative strategies to combat customer feedback fatigue

In the digital age, customer feedback has become the cornerstone of business strategy and customer experience improvement. However, as traditional surveys become overused, customers are experiencing customer survey fatigue, leading to lower response rates and potentially skewed data. This calls for innovative strategies to gather customer insights while keeping the process engaging and effective. The question is: how can you go beyond surveys to find innovative strategies to combat customer ...

by Ragna Ghoreishi April 23, 2023

Customer Success , CX

Support – the game changer in the digital world

Support is so important? Really? Of course your product needs to meet the need of your clients. Of course the quality of your product, value proposition, the marketing concept etc need to fulfill what your clients desire and I hope you have done your research to be in line with the market need. There is an unobtrusive process, that appears to lead a wallflower existence in many companies. It is not ...

by Ragna Ghoreishi October 4, 2021

Employee Advocacy – what is it and who can benefit from it

How can companies differentiate themselves from others? How can a brand build up trust - specifically in times where people cannot meet face2face? How can a potential client find someone to talk to when going into the shop is not possible or people to talk to are anyway not located and available in your hometown? How can a seller in a highly competitive marketplace build reputation as a trusted advisor ...

by Ragna Ghoreishi January 7, 2021

How KPI driven is Client Experience?

In today´s business world leaders on all levels rely on straight forward ways to explain the health, success and progress of their departments or businesses. A way to compare within a company and between companies are KPIs - Key performance indicators. How KPI driven is Client Experience? Which KPIs are relevant for let´s say a "soft" area like Client Experience? Which KPIs are key to show the essence of the ...

by Ragna Ghoreishi December 21, 2020

Client Experience - brandnew or an old hat?

Customer Success , CX , Strategy & transformation

Client Experience – a brandnew hot topic or an old hat?

Client Experience (CX), client centricity, advocacy - themes frequently listed as brandnew hot topics or running hand in hand with a company´s digital transformation. But is Client Experience (CX) - is this client focused thinking - really so brandnew or an old hat? The best read One of the best books I have ever read (no kidding!) about the essence of CX is Raving Fans from Ken Blanchard and Sheldon ...

by Ragna Ghoreishi December 1, 2020

Focus on your clients - but put yourself in your clients´shoes is this how you would like to be treated?

Too focused on client experience – could that be?

You are dedicated to understand the client experience on your buying journeys. You ask your clients for feedback to learn where you need to improve, you have your touchpoints defined. You want to "deliver WOW through service" (like Zappos´adorable famous #1 core value) - but is there such thing as overdoing the focus on your client? Or in other words - what happens when you, despite your best ...

by Ragna Ghoreishi March 16, 2020

See things with your clients´ eyes – when… if not now?

Corona! COVID-19: omnipresent in the news, in our daily lives. Huge impact on our private and business routine. All around the world we fight with the consequences of the Corona pandemic. We are all facing the same issues across the globe - in our private and business life. See things with your clients´eyes - excellent client experience was never easier, more needed and more welcomed then these days. ...

by Ragna Ghoreishi March 7, 2019

Engaged employees make your clients happy

Do you know Frank Sinatra´s famous song "Love and marriage"? What has this song has to do with employee and client experience after all? Look at the lyrics: "... they go together like a horse and carriage. ... , You can't have one without the other". Frank Sinatra´s song and client & employee experience have something in common. Employee experience and client experience - they are inseparably connected. They directly ...

by Ragna Ghoreishi December 22, 2018

CX , Strategy & transformation

The x-factor – why experience management is so important

Successful companies focus on it - experience management (XM). Which experience is managed in this business area and why is it so important that the second largest acquisition of a SaaS company was generated in the experience management area? In November 2018 SAP announced to acquire Qualtrics for $8 billion in cash. Qualtrics is supporting companies to improve their experience management eg with clients (CX or CEM) and employees (EX) but ...