The Corporate Woman » program core http://www.thecorporatewoman.org Why choose failure, when success is an option? Mon, 09 May 2011 21:50:30 +0000 en hourly 1 http://wordpress.org/?v=3.0.1 The core of a customer experience program http://www.thecorporatewoman.org/2010/07/the-core-of-a-customer-experience-program/ http://www.thecorporatewoman.org/2010/07/the-core-of-a-customer-experience-program/#comments Thu, 29 Jul 2010 18:31:10 +0000 Tabitha http://www.thecorporatewoman.org/?p=215 Continue reading →]]> With so many customer experience programs beginning, many people are asking, “Where do I start?”  It’s a question that I have heard often enough that I thought I might do a blog series on what you want to focus on in the first year of your customer experience program.  And it might be interesting for those of you who are already well under way in your program. 

Here are the areas we will cover together in the next couple of weeks:

  • Strategy:
    • Appetite for risk
    • Customer focus
    • Embracing innovation
  • People:
    • Executive buy-in
    • Employee engagement
    • Company culture
  • Metrics:
    • Satisfaction and loyalty
    • Customer retention
    • Customer lifetime value

I look forward to hearing what you think as we go through these topics.

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