CX Journey

APRIL 25, 2018

Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? What is Journey Mapping? It has been slightly modified.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

ijgolding

JULY 14, 2017

From the customer’s point of view. Journey mapping is a brilliant method of stepping back from the minutiae and seeing the whole picture: Get close to customers, in the moment. This helps you to understand how customers think (and ex-customers, and near-miss customers). What does your brand stand for?

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

Storyminers

MAY 8, 2017

In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.)

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

CX Journey

MARCH 15, 2016

And do they fit into experience design? Last year, I wrote about moments of truth , defining them as: that make or break moment in the customer journey, that moment when, if all goes well, the customer will continue the journey and complete the task or interaction; he will do (or continue to do) business with you.

Customer Journeys 80

Customer Journeys Customer Experience Design Advertising Customer Experience Professionals 80

CX Journey

JUNE 30, 2015

Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Outline your personas : do different customers have different needs?

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67