CX Journey

JUNE 22, 2017

In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. In today's post, I'll pick up with the next step, mapping the customer journey, an important tool that helps put the customer front and center. They become the backbone of your customer experience management efforts.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

ClearAction

DECEMBER 11, 2018

The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing. It short-changes marketing’s impact.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Thematic

FEBRUARY 19, 2024

When it comes to the bottom line, customers are willing to pay 16% more for products and services from brands with superior positive customer experiences. Snags like this can significantly dent customer satisfaction and loyalty. Voice of the Customer is the process of capturing expectations, preferences, and aversions.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

When it comes to the bottom line, customers are willing to pay 16% more for products and services from brands with superior positive customer experiences. Snags like this can significantly dent customer satisfaction and loyalty. Voice of the Customer is the process of capturing expectations, preferences, and aversions.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management Customer relationships 84

Wootric CX Blog

FEBRUARY 14, 2019

She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Angus Yang. Guneet Singh. A CX Consulting.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Customer Alignment

OCTOBER 2, 2017

They explored the adoption of effective Customer Experience management practices amongst the sample and whether the foundations for Customer Experience excellence were in place. Leaders and Laggards face similar Customer Experience challenges. Interestingly, laggards are on (the right?)

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

ClearAction

JANUARY 16, 2016

Maxed Out Managers: In most companies, survey management (online/phone questionnaires, journey map research, advisory boards, communities, focus groups, ethnography, etc.) Divert Funds from Fixes to Value-Creation: The New Wisdom approach allows your company to prevent recurrence of issues for your entire customer base.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

SurveySensum

NOVEMBER 11, 2021

SurveySensum is an AI-powered end-to-end customer experience management platform that facilitates SMEs and growth-stage businesses to act effectively on your feedback. . It is the most comprehensive customer intelligence & engagement platform built to drive growth and customer retention. Take a look.

Multi-Channel 52

Multi-Channel Analytics Analysis Touchpoint 52

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Too many organisations are still focused on ‘making money first’, with the customer coming a distant second.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. He specializes in operationalizing customer insight to drive better customer outcomes.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

NOVEMBER 20, 2020

In the years that accompanied the rise of online commerce, social media and webchat, we’ve all learned that a customer feedback process that was dependent on a single support channel for customer insights was ultimately a process that wasn’t actually capturing any true insights at all.

Contact Center 104

Contact Center NPS Case Study Comparison 104

Customer Alignment

DECEMBER 18, 2017

I hesitate to call these listening activities insight. However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Lumoa

OCTOBER 12, 2020

This is why more and more companies with successful CX and voice of customer programs have turned to the front lines, using text feedback from on the ground individuals that interact with your customers every day through support conversations or through responding to online reviews.

Feedback 208

Feedback How To NPS Customer Centricity 208

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Qualtrics

JUNE 1, 2021

Today, we get solicited and unsolicited insights in a holistic manner across a whole spectrum of data sources, from voice of customer through to voice of employee, partners, and future trends. It’s important that these insights are captured proactively and regularly.

Banking 43

Banking Touchpoint Effort Score Contact Center 43

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Insight, Data and Action Generation.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Wootric CX Blog

OCTOBER 7, 2020

By combining and analyzing customer feedback from multiple channels, experience management software offers companies a holistic view of their customers’ experiences and how those experiences are impacting the business. Enterprise users also gave Wootric the top rank for usability and easiest admin.

ROI 52

ROI Report Net Promoter Score Effort Score 52