CXM Blog - Doug Bell Discusses Improving the Customer Experience - The Experience Manager

Doug Bell Discusses Improving the Customer Experience

Would you like every employee to know how they fit into your company’s customer experience?

Shep Hyken interviews Doug Bell, founder of The Experience Manager, a system that helps manage and unify the entire customer experience.

Featured Interview:

Shep and Doug discuss the importance of unifying the customer experience throughout an entire company. Every employee must understand how they fit into the customer’s journey

Top Takeaways:

  • Decide how your company wants to interact with your market. What do you want your customers to experience when they do business with you? Whatever the answer, it must be packed into every touchpoint the customer has with your company. This is the beginning of “experience management.”
  • The true problem with managing the customer experience comes when employees don’t understand how they fit into the overall customer experience.
  • The customer experience must be evaluated and managed EVERY DAY. You should always ask yourself, “What can we learn from today’s experience that can make tomorrow’s even better?”
  • The best way to change the way a company manages its customer experience starts with unifying your customer experience vision throughout the entire company.

“Every single team (and every employee) in a company impacts the customer experience.” – Doug Bell

Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and the host of Amazing Business Radio.

About Amazing Business Radio

Amazing Business Radio on the C-Suite Network features customer service expert and New York Times bestselling author Shep Hyken, who interviews leading business professionals and other customer experience professionals. Each guest shares insights and tips on how to succeed and create amazing customer experiences.

The bright business minds featured on Amazing Business Radio come from all over the world. They include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show brings a variety of topics related to customer service and customer experience to provide the answers that C-Suite listeners will want to know to take their success to the next level.


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