Experience Matters

APRIL 24, 2015

Seven Steps for Developing Customer Journey Maps (April 2013). Customer journey mapping has become a very popular CX tool, and also a hot topic on this blog. If you are interested in customer journey mapping, then you definitely need to read this post: Five Questions That Drive Customer Journey Thinking.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

ClearAction

OCTOBER 16, 2019

A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. Marketing’s preoccupation with the first stages of the customer journey means weak attention to post-purchase stages. Business Insider, 5 August 2011.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

PeopleMetrics

NOVEMBER 13, 2015

Location-based Net Promoter Score, to emphasize the customer’s range of experiences. The value a customer perceives as they decide to become a member, to emphasize consultative membership sales. PeopleMetrics helps companies improve customer experience by collecting feedback throughout the entire customer journey.

Sales 48

Sales Net Promoter Score Customer Experience eBook 48

Experience Matters

DECEMBER 31, 2014

14 Customer Experience Trends for 2014 (The Year of Empathy). 9 Recommendations For Net Promoter Score (NPS) (2011). Don’t Confuse Customer Service With Customer Experience (2009). Five Questions That Drive Customer Journey Thinking. Infographic: The Six Laws of Customer Experience.

Net Promoter Score 254

Net Promoter Score Customer Journeys Infographics Customer Experience 254

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? Customers mark whether they “strongly disagree” or “strongly agree” on a scale from 1 to 5.

Survey 56

Survey Measurement Customer Experience Effort Score 56

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? Customers mark whether they “strongly disagree” or “strongly agree” on a scale from 1 to 5.

Survey 40

Survey Measurement Customer Experience Effort Score 40

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132