|Image courtesy of GMC Software|
How do you know you’re achieving customer experience excellence?
Back in November, I wrote a post about a whitepaper I penned for GMC Software on how the worlds of customer communications management (CCM) and customer experience collide, without question. Parts of that whitepaper and another I had written for GMC Software were incorporated into their first ebook, The Authoritative Guide to Achieving CX Excellence: Unlocking the Power of Customer Communications Management (CCM).
I recently joined Mirza Baig of GMC Software for a brief conversation about the book – it was more of a book review, and I was happy to share my thoughts on it. The book spans 10 chapters packed with thought-provoking content and links to other resources to help you understand the concepts and guide you in developing your action plans. It supports that much-needed focus on communications, which is often an overlooked part of the customer experience.
While the book outlines how various companies have…
- Transformed the customer experience
- Increased efficiency
- Eliminated silos
- Decreased risk, and
- Gained visibility into the customer journey
… it’s also a great resource that:
- defines and clarifies CCM
- outlines the benefits of CCM and how those are tied to business outcomes
- supports the importance of consistency across the organization and the customer journey
Good communication is just as stimulating as black coffee, and just as hard to sleep after. -Anne Morrow Lindbergh