ImprintCX Articles

MARCH 4, 2024

As someone who is passionate about the customer, it’s very easy to assume everyone in your organisation (or at least the leadership team) feel the same way. Enabling leadership to view customers as critical assets, that have significant influence on revenue and profit, is super important. That is not always the case.

Leadership 52

Leadership Metrics Exercises Government 52

Customer Bliss

APRIL 1, 2016

Utilizing a journey framework to look comprehensively across what the company delivers, enables leadership to make choices on how you will deliver to your customers. This moves the work from trying to drive improvement on all the touchpoints to focusing on those that matter most in the lives of customers. accurate information.

Customer Journeys 100

Customer Journeys Customer Experience How To Exercises 100

ChurnZero

JULY 6, 2023

Once they went through this exercise, the problem became obvious. This means identifying all the touchpoints that customers will have and diligently creating the best experience for them. Mapping the touchpoints and milestones allows you to see the phases that are successful and those that might be festering issues.

Customer Journeys 52

Customer Journeys Tips Exercises Consulting 52

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. If you’re talking about developing a customer journey and automation touchpoints, start with the internal stuff and work out some of the bugs. Some support teams are sending their own surveys.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

CX Journey

APRIL 3, 2019

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. These are all learning exercises. Without that understanding, the exercises have failed. Characterize. Research your customers. Identify the jobs they are trying to do.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

ChurnZero

JANUARY 6, 2022

What you measure and report to your leadership team and your board really does make a difference.”. Then, break them down by key touchpoints in a customer journey for best results. As you go through this exercise, ask yourself: What actions does my team take to increase implementation satisfaction scores?

Metrics 98

Metrics Customer Success Customer Journeys How To 98

Gainsight

FEBRUARY 28, 2023

Lifecycle Touchpoints: In addition to the pooled resources, we’re also evaluating lifecycle touchpoints that we can address in new ways, such as automated in-app surveys. At Gainsight, we identify key personas in our customer organizations and do a mapping exercise to create a holistic engagement strategy.

Effort Score 52

Effort Score Touchpoint Metrics Resources 52

Zeisler Consulting

OCTOBER 8, 2020

You could say, the relationship survey is a more general indication of loyalty, as it concentrates its queries more on your Customer’s overall impression of your brand than on any one interaction or touchpoint. That’s not to say in any way that it’s not useful to conduct relationship surveys; just that they’re different.

Survey 72

Survey Contact Center Effort Score B2B 72

One Millimeter Mindset

NOVEMBER 1, 2018

I offer you 16 collaboration exercises to jump-start collaborative customer retention in your own career trajectory. In order for each employee to discover just what “their” specific customer touchpoint involves, they often must stray beyond the confines of their department. In my book, Do YOU Mean Business ? , Click on this link.

Customer Retention 73

Customer Retention Exercises Touchpoint Leadership 73

ClientSuccess

SEPTEMBER 3, 2019

With over 25 years of customer success expertise in consulting, software and technology, Ian has held leadership roles for some of the world’s most admired companies including Siebel, Oracle, Salesforce, SDL, Veracode, Fuse Universal and PA Consulting. We’re excited to share some insights from Ian Robson, Founder at Success Methods.

eBook 52

eBook Consulting Exercises Touchpoint 52

CX Journey

APRIL 3, 2019

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. These are all learning exercises. Without that understanding, the exercises have failed. Characterize. Research your customers. Identify the jobs they are trying to do.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

Qualtrics

JUNE 21, 2019

Are looking for the latest thought leadership videos from customer experience leaders like Bruce Temkin and Jay Baer? However, re-examining areas where previously no fault was thought to be found is a useful exercise in identifying areas for improvement. Polishing every touchpoint between company and customer is key.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

Customer Bliss

NOVEMBER 6, 2018

Start to bring your leadership team along on the importance of applied anthropology and ethnography. What you’ve walked into is a planning exercise for us to talk about how we collect the research data that we do for our various partners and communicate that through various artifacts. In the video, you’ll see how St.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

ECXO

JUNE 20, 2023

Infuse your purpose into every touchpoint – your brand identity, messaging and content, product and service delivery. None of the above is a one-off exercise. European and APAC consumers are adding their voice to the global call for leadership on purpose and solutions to the environmental and social challenges we all face.

B2B 120

B2B Brands Innovation Government 120

ChurnZero

MAY 20, 2021

Whenever you add a touchpoint to a customer map, you must ask yourself: what value does this bring to the customer? If there isn’t value, then remove the touchpoint or rethink your approach. Focus on creating a bench for yourself by making sure your CSMs see a career path to a leadership position. Warning Sign to Level Up.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Education Services Group

JANUARY 8, 2021

Even small changes can make a big difference, and you can utilize strategies like a Minimum Viable Product (MVP) approach or take your team through a Vision to Measurements exercise to help break down the work ahead into digestible chunks. I will…embrace the revenue.

Customer Success 52

Customer Success Exercises Strategy Customers 52

CX Journey

SEPTEMBER 8, 2016

Maps really bring the employee experience to life, allowing company leadership to understand what employees are going through as they complete some task. Pull it all together You'll be listening to employees at various touchpoints and across the employee relationship overall.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Russel Lolacher

DECEMBER 28, 2020

It’s exciting and really helps me kick start and have a touchpoint to my year. If you’re thinking of taking on this yearly exercise, I’d recommend first checking out Chris Brogan’s article and then consider thinking about: What you want your next birthday to feel like based on the year before.

Exercises 52

Exercises Touchpoint Connections Interaction 52

ClientSuccess

JULY 23, 2019

Each customer is different but by going through that exercise, we engage with customers at the right frequency for both the customer and the CSM. Customers want to be heard and we are the conduit to the rest of our organization, like the product, engineering and our leadership team. Question 4.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Qualtrics

APRIL 2, 2020

For many, self-isolating indoors can make it difficult to exercise and practice positive well-being. In an act of leadership, Airbnb has reacted to the situation and taken the decision to help where they can most. In fact, you could say they have all angles covered. At Qualtrics, we want to do our bit to help too.

Customer Confidence 40

Customer Confidence Healthcare Travel Transportation 40

ChurnZero

NOVEMBER 22, 2021

Calculating Regular Journey Touchpoints. Calculating One-Time Journey Touchpoints. This article is adapted from an in-person workshop presented by Kristen Hayer , Founder and CEO of The Success League , at BIG RYG , ChurnZero’s annual Customer Success leadership summit. Key Touchpoints. Time per Touchpoint per Customer.

Customer Success 98

Customer Success Touchpoint Analysis Customer Journeys 98

Pretium Solutions

MAY 13, 2012

I have spent more than a few years of my career on both sides of the training playing field, as both a purchaser of training for customer service and leadership development and as a provider of training in those same arenas. Such a change in approach includes a mind shift change for the company , not just for the call center agent.

Call Center 40

Call Center Training Entertainment Exercises 40

Pretium Solutions

MAY 13, 2012

I have spent more than a few years of my career on both sides of the training playing field, as both a purchaser of training for customer service and leadership development and as a provider of training in those same arenas. Such a change in approach includes a mind shift change for the company , not just for the call center agent.

Call Center 40

Call Center Training Entertainment Exercises 40

Pretium Solutions

MAY 13, 2012

I have spent more than a few years of my career on both sides of the training playing field, as both a purchaser of training for customer service and leadership development and as a provider of training in those same arenas. Such a change in approach includes a mind shift change for the company , not just for the call center agent.

Call Center 40

Call Center Training Entertainment Exercises 40

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Consumer Mapping Experience Mapping isn’t a stand-­‐alone exercise ti0 Mapping only outbound touches Does not address the whole customer experience. Omits initiation points as Well as feedback loop.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

GetFeedback

JULY 23, 2018

Creating a customer journey map that plots out all of these touchpoints can help organizations offer a better-integrated buying process that spans multiple channels. Step 3: Define your touchpoints. In the margins, list all of the various touchpoints that you identified at your organization. Identify optimization opportunities.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

ClearAction

JUNE 25, 2023

Each work group did a 5-Why’s exercise, and their single-page strategy action plan addressed each 5th why. Get crystal clear with performance standards, accordingly, for both non-customer-facing and touchpoint groups. This article is a glimpse into what you gain from ClearAction Experience Leadership Mastery.

e-support 62

e-support Leadership B2B Groups 62

ClearAction

AUGUST 3, 2023

Each work group did a 5-Why’s exercise, and their single-page strategy action plan addressed each 5th why. Everything every work group does should cater first to them and secondarily to other customer groups.Get crystal clear with performance standards, accordingly, for both non-customer-facing and touchpoint groups.

Strategy 62

Strategy Customer Experience B2B Groups 62

SmartKarrot

NOVEMBER 2, 2022

You must therefore exercise extreme caution at this time. By sharing best practices, the organization can fill the knowledge gaps and improve the efficiency of each member of the organization, while encouraging leadership skills among the employees. Building an ICP is a tedious task and has room for many mistakes.

Management 10

Management Sales Multi-Channel Customer Success 10

Michel Falcon Experience

OCTOBER 21, 2019

Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. After we’ve outlined each interaction, we start to discuss which touchpoints we’re excelling in and which ones are frustrating our customers and causing pain points for them. Take my industry, hospitality, as an example. Legacy is Crushing You.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Michel Falcon Experience

APRIL 3, 2019

The booking touchpoint could include calling the practice to reserve an appointment, using some sort of booking software, or emailing them. Outline every touchpoint, macro and micro, and don’t just outline the touch points you excel in. Begin with one red touchpoint. Focus on the current state of the customer experience.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Qualtrics

SEPTEMBER 15, 2020

Understand the moments that matter from a digital perspective and then how that parlays into many of the other touchpoints that make up the larger, Omnichannel view.”. Um, that kind of exercise, I think really helps brands pinpoint the moments of truth within their own digital experience. Access Now. See Full Transcript.

Brands 26

Brands Omni-Channel Healthcare Innovation 26

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." It was a wakeup call to leadership. And to prevent score chasing. blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

ChurnZero

APRIL 24, 2020

We had to edit those and make sure that they were useful before we had our final framework version to show our leadership team for approval. A: It’s helpful to get leadership buy-in, especially if you can start with your Customer Success team. We had many versions of the framework going back and forth.

Customer Journeys 72

Customer Journeys Customer Success Leadership Customers 72

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. In a fast-growing tech company driving for market share and “category leadership,” revenue is what matters most. But “valuable” can mean different things to different people.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Thunderhead

FEBRUARY 8, 2019

No doubt, a lot of trust in an organisation rests in its leadership. The C-suite, and particularly the CEO, must lead when defining the purpose, beliefs and identity of the brand, but it’s not just an internal exercise. What do you expect?

Return on Investment 40

Return on Investment Exercises Brands Government 40

Pretium Solutions

FEBRUARY 7, 2012

That customer experience management philosophy must flow down forcefully from senior leadership through middle management and directly to front-line customer-facing employees. And it means supervisors, middle management and senior leadership. But it should be an exercise in which every single employee can engage.

Customer Centricity 60

Customer Centricity Sports How To Leadership 60