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Building quality in the customer experience

April 11, 2014

Service quality, product quality and customer experience are all intertwined as companies push to gain and maintain market supremacy. Given the number of channels and the amount of data companies have to navigate, maintaining quality levels have become even more challenging. In fact, “just 7 percent of customers are 'extremely satisfied' that brands provide a seamless, integrated and consistent customer service experience across channels. How, then, do companies ensure they maintain the service quality across channels and in their customer experience?

In our next #CXO Twitter chat, guest John Tweeddale (@JTweeddale), senior VP of efficacy & quality at Pearson leads the conversation as we discuss building quality in the customer experience You can join easily using Tweetchat, where the hashtag #CXO is automatically appended to each tweet you send during the chat, streamlining the chat process.

Below are the questions we’ll be discussing as well as reference articles to help inspire the April 14 discussion at 12 p.m. EST. Join us!

#CXO chat discussion questions

  1. How to create and sustain an environment in which quality is embedded inthe  DNA of the organization?
  2. Should companies focus more on quality products or quality service?
  3. Does automation hinder or improve the quality of service? 
  4. How do you ensure that the perceived quality of service a company gives aligns with the quality of service customers receive?
  5. How can companies use data to identify and fix gaps in service quality?
  6. Does big data hinder service quality? 
  7. What measures can organizations take to promote collaboration between quality assurance teams and customer service teams?
  8. How can businesses strengthen the link between customer satisfaction, recommendation rates and customer acquisition?

#CXO chat reference articles:

#CXO Chat Guests:

john tweeddale.jpg

John Tweeddale is senior VP of efficacy & quality for North America at Pearson. He has devoted his career to developing, marketing and selling products that help people achieve their goals through learning experiences that enrich their lives. John’s portfolio of successful executive leadership includes U.S. and global roles demonstrating versatility, adaptability and a willingness to expand his skills, experience and knowledge to ensure that the business achieves financial and commercial success. 

What is #CXO chat?

#CXO chat is a weekly conversation every Monday at 12 Noon EST/5 p.m. GMT, on Twitter. Each week we discuss a different customer experience optimization topic.

How do you join in?

If you use a Twitter client like Tweetdeck, HootSuite or Seesmic Desktop, create a search column for the term/hashtag "#CXO" and then, as we tweet with the #CXO hashtag, all tweets tagged with "#CXO" will show up in your column. You can also follow with Tweetchat and it automatically adds the #CXO hashtag.

How do you participate?

Just jump right in! Review the discussion questions posted to prepare your thoughts and answers. When the question is posed, begin your response with A1: for question 1, A2: for question 2, and so on. No answer is wrong! We look forward to seeing you at the #CXO water cooler hosted by @IBMBigData.

Follow the hashtag #CXO throughout the week for articles, facts and nuggets on customer experience optimization. You can also continue the discussion on LinkedIn in the Customer eXperience Optimization group on LinkedIn.