Heart of the Customer

Is IT the ‘It Factor’ for CCOs?

Heart of the Customer

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers.

When Eating the Elephant, Don’t Boil the Ocean

Heart of the Customer

I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges.

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The “Why” Behind CX Pros’ Failure to Prove Business Results

Heart of the Customer

A while back, I posted here on Forrester’s prediction that 1 in 4 CX pros will lose their jobs this year.

Five Questions To Answer for Customer Journey Mapping Success

Heart of the Customer

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Ideas are Your Fuel for an Improved CX

Heart of the Customer

Think about the last time you lead brainstorming to improve your customer experience (CX). Did you give people Post-It Notes and have them shout out ideas while they put them on the wall? Doing that is a ton of fun. But it’s also a terrible way to develop ideas. So, stop doing it.

I got great service from CenturyLink – eventually! 

Heart of the Customer

The improbable happened. I got great service from CenturyLink. Less improbable was the Kansas City Chiefs come from behind win in Super Bowl LIV. It was the third time is as many games they came from behind to win.

Exploring Customer Journey Mapping – An Interview with Jim Tincher

Heart of the Customer

Today’s blog post features an interview of Jim Tincher completed by SurveySparrow, the maker of widely celebrated online survey software.

Guest Post: Best Way to Engage Customers, Gather Feedback and Engender Brand Loyalty? Think Customer Advisory Boards

Heart of the Customer

Today we feature an article by Rob Jensen who writes about the benefits of customer advisory boards and how they are a way to improve executive engagement. These days, there seems to be a lot of talk about customer experience.

Turbocharge Your Journey Map

Heart of the Customer

Two-thirds of customer journey mapping initiatives fail to drive action, as we revealed in our book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. That’s not really surprising, is it?

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

No News is No Longer Good News

Heart of the Customer

Domino’s went and spoiled it. And then Amazon made it worse. It used to be that customers were patient and okay with waiting on your processes. Whether shipping a product, going through underwriting, or applying for a loan, we were okay with waiting in the dark. We didn’t like it.

Press Release: Heart of the Customer and Usermind Partner to Accelerate CX Innovation for Enterprises

Heart of the Customer

SEATTLE, Jan.

Fees = Lazy CX

Heart of the Customer

I spoke in Austin last week and while there, I rented a car to visit my youngest in San Antonio. I stopped at Dollar’s counter and the agent told me that, if I wanted, I could skip refilling the gas for $27. I didn’t have to decide right then – I could just bring it […].

Contribute to Journey Mapping Body of Knowledge

Heart of the Customer

Last year, Heart of the Customer and the CXPA partnered to discover the state of the art in journey mapping in our first “Journey Mapping Best Practices” survey. We’re now launching our second annual survey.

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The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Four Common Journey Mapping Mistakes

Heart of the Customer

Journey mapping isn’t easy. That’s why almost 2/3 of journey maps fail to drive change.

When CX Is a Matter of Life or Death

Heart of the Customer

If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives.

Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours

Heart of the Customer

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention.

What is the Most Important Contact Center Metric?

Heart of the Customer

I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year. In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA)

Heart of the Customer

I heard Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the VA speak at a recent Medallia conference and was blown away by his remarks.

Develop a Killer Metric to Drive CX Action

Heart of the Customer

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change.

Good CX = Great Business Case

Heart of the Customer

I’m returning home from a day and a half at Comcast’s headquarters, locked in a room with other marketing and CX thought leaders. Okay, so not exactly locked in…) They brought us to Philadelphia to share the work they’re doing in customer experience and to get our feedback and advice.

What You “Know” about Your Customers Probably Isn’t True

Heart of the Customer

The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer. Voice of the Customer choosing a journey consumer journey contest customer Customer Experience customer voice CX data quality journey map journey mapping moments of truth VoC workshop

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

How Does a Plant Closure Help Customer Experience?

Heart of the Customer

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch.

Video Interviews = CX Impact

Heart of the Customer

I’m returning from a two-day Action Workshop, wrapping up a four-month journey mapping project. In the first day we shared the literal voice of the customer, collected through 46 video interviews with customers.

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Worst Example of Inside-Out Thinking Contest

Heart of the Customer

As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Unfortunately, we know that isn’t always a reality.

The First Key Journey Mapping Question: What is the Right Journey to Map?

Heart of the Customer

Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics. You can read more about our book at www.HowHardIsIttoBeYourCustomer.com. What differentiates a mapping program that drives action from one that doesn’t?

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

Why You Should Know How to Journey Map

Heart of the Customer

To prepare for our upcoming Customer Journey Mapping Workshop in February in the Dallas/Fort worth area, I spoke to past workshop participants and now certified journey mappers to reflect on their most important learnings, now that they are six months in.

What Does Journey Mapping Do for You?

Heart of the Customer

I was recently in a call, and an executive new to her company’s journey mapping initiative asked, “Exactly what does this $150k I’m spending on a journey map buy us?” Luckily, our client had a ready answer, but that’s not always the case.

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Make a Splash on CX Day

Heart of the Customer

CX Day is coming on October 1 – you can learn more at www.cxday.org. It’s your annual moment to make a splash. You’re always looking for ways to bring your customers to life for your employees – here’s a great opportunity. CX Day, sponsored by the CXPA, gives you the excuse to get in front […].

How Journey Mapping Differs from Traditional Market Research

Heart of the Customer

We find a lot of confusion in the marketplace around journey mapping. Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! You have a journey map.

Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

Are You Ready for Your Close Up? Using Video to Bring the Customer Experience to Life

Heart of the Customer

This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research.

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