Customer Guru

APRIL 5, 2018

William David McCann, a leading customer experience designer and the founder of Bespoke Customer Experience. Mr. David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Experience Investigators by 360Connext

JULY 28, 2020

CX leaders need to create the vision around what it means to serve customers well at their specific organization. Then they need to communicate it throughout the company. How A CX Mindset Can Help To Build a Customer Experience Strategy. Creating a Customer Experience Habit means knowing what success looks like.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Co-create and innovate your ideal customer experience.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

Peter Lavers

MARCH 26, 2015

Understanding and “managing” customers’ cross-channel journeys sits at the heart of Customer Experience theory, and numerous different approaches have been taken to map out the current and desired experience. In our experience “inside out” is also a mistake.

Customer Journeys 40

Customer Journeys Exercises Customer Experience Design Customers 40

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers. Reducing refunds.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Storyminers

SEPTEMBER 11, 2020

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential. Enter Nimble.

Case Study 147

Case Study CRM Study Customer Experience 147

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Build understanding and engagement with Customer Journey Mapping.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Action is always necessary, as is communication, and prioritisation.

B2B 98

B2B Customer Experience Roadmap Culture 98

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Storyminers

MAY 8, 2017

When customer experience work begins with metrics in mind, most practitioners capture the current-state experience in a journey map, then make incremental improvements. 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

JUNE 30, 2015

Define and communicate your brand promise Understand your customers: who are they? Outline your personas : do different customers have different needs? Clearly spell out the steps - how will you get there and who will do what; ongoing and open communication and reiteration will be essential Get your ducks in a row.

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

Experience Investigators by 360Connext

JUNE 25, 2019

So c onsider the customer experience design from Company X’s perspective. Much of B2B experience design is based on traditional business plans and how the organizational chart looks. Communicate proactively more than you do today. I can almost guarantee this will improve the experience for your B2B.

B2C 137

B2C B2B Customer Experience Culture 137

Kustomer

MARCH 23, 2022

A brand ambassador is someone who promotes your product or service in their interactions with other people via relevant communication channels. If customers like your brand, they’re more likely to subscribe to a mailing list. To retain those customers, you don’t just need their contact details — you need to engage them.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

Heart of the Customer

OCTOBER 23, 2014

Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company.

Customer Experience 117

Customer Experience Insurance Customer Journeys Report 117

Customer Bliss

FEBRUARY 15, 2016

Translate the brand to operationally relevant actions aligned to the customer journey. Customer Experience Design. Company Communication and Engagement. Uniting Company Accountability to Improving Customer’s Lives. Became operationally relevant and facilitated change. Expansion of Skill Sets.

Leadership 100

Leadership Conference Customer Experience Design Culture 100

Kustomer

APRIL 21, 2022

Next is to be available for your customers on their desired channels. Live chat is growing in popularity and customers, especially those of younger generations, are loving this communication option. That means communication must go both ways. Through sales and customer service, product support.

Social Media 98

Social Media Brands Loyalty Marketing 98

CX Journey

DECEMBER 7, 2016

However, when we began buttoning up the customer experience around the forthcoming changes, we realized we’d only hit the tip of the iceberg. Sales wasn’t keen on our communication strategy. And the customer experience was going to be a disaster if we didn’t get our act together. The pricing/packaging looked great.

Company 80

Company Customer Journeys Exercises Customer Centricity 80

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. 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.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

West Monroe

AUGUST 23, 2018

Too often, businesses make important decisions from an inside/out perspective; only thinking about what is important to the business but forgetting about the needs of their customers. How can organizations design something if they do not know who they are designing it for? The list goes on and on.

Customer Journeys 40

Customer Journeys Insurance Analytics Groups 40

CX Journey

DECEMBER 13, 2018

If you only have funding for one hire, hire a customer insights expert to learn what is not working well for your customers and what measures you need to take to improve the customer journeys. Hiring members of the CX Team requires you to take a long view of customer experience design, execution, and goals.

Tips 83

Tips Customer Insights Leadership Exercises 83

Strativity

FEBRUARY 5, 2018

As an industry innovator, Strativity is at the forefront of unlocking exceptional performance in the areas of customer experience design, employee engagement, culture design, and organizational change management. Strativity is headquartered in the New York area and will continue to be led by founder and CEO Lior Arussy.

Consulting 40

Consulting Analytics Culture Innovation 40

Storyminers

JULY 29, 2016

Start a practice, today, of learning more about your customer with every interaction. Begin with a journey map of your customer’s experience with your brand. You can write your notes on a clear plastic sheet—right on top of the journey map. Marc Prosser. Managing Partner, Fit Small Business.

B2C 124

B2C Customer Retention Strategy Brands 124

Beyond Philosophy

MAY 31, 2019

Nobel-Prize Winning Economist and Professor Daniel Kahneman along with Barbara Frederickson theorized that what people remember most about an experience is the moment when they felt the most intense emotion and how they felt at the end. Customer feelings are powerful and tend to dominate a fishing net of episodic memory.

Net Promoter Score 153

Net Promoter Score Brands Connections Customers 153

CSM Magazine

APRIL 23, 2021

Together, these traits affect the relationship service brands have with customers, i.e. the length, breadth and depth. Consider a robo-investment brand like Betterment— the customer journey stretches over years (length), spans numerous touchpoints (breadth) and deepens over time as more customer data is generated (depth).

Brands 52

Brands How To Exercises Return on Investment 52

SurveySensum

MARCH 4, 2021

So you’re looking at strategy, organizational adoption, accountability, the voice of customer, experience design and innovation, and measurements. Now you take the voice of the customer and the voice of employees and then put it side by side the voice of the business. . That’s when you see what is going on!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

ClearAction

MARCH 24, 2017

Value chain thinking is extremely valuable in customer experience management. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. It’s a sequence of value-adding activities.

ROI 48

ROI Effort Score Customer Journeys B2B 48

SmartKarrot

APRIL 15, 2022

As a Vice President of Customer Success, you will drive customer success outcomes by influencing product adoption, customer satisfaction, and overall customer success. Define & optimize the customer journey. Lead Customer Success staff, activities and establish an overall vision and strategic plan.

Customer Success 19

Customer Success Return on Investment Employee Engagement Leadership 19

CSM Magazine

AUGUST 22, 2019

Attendees will leave with strategies to: Build Voice of Customer Analytics into Your Proactive Support Strategy: Create a closed feedback loop to understand how your customers want to communicate with you, analyse resulting data to anticipate customer expectations and improve overall customer experience.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

CX Journey

OCTOBER 21, 2014

Use one of the most powerful customer experience training tools at your disposal : the customer journey map. Involve employees in customer experience design and improvement rather than imposing or forcing it on them. You probably uncovered the most important tool of all in #1: communication.

Customer Journeys 160

Customer Journeys Employee Experience Customer Centricity Tools 160

Hero Digital

DECEMBER 11, 2018

Customer experience design is all about putting the customer first to build and deliver solutions that are both memorably helpful and enjoyable. But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

ERDM

JANUARY 22, 2019

The improved customer experience strengthens trust. The unique opt-in customer preference data can enable improved personalisation of offers, communications and experiences. This drives progressive, ongoing, customer self-profiling that provides the marketer with uniquely deep and accurate human data. .

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

The improved customer experience strengthens trust. The unique opt-in customer preference data can enable improved personalisation of offers, communications and experiences. This drives progressive, ongoing, customer self-profiling that provides the marketer with uniquely deep and accurate human data. .

Customer Experience 49

Customer Experience Video Sales ROI 49

SmartKarrot

JANUARY 4, 2021

The Customer Success function is uniquely situated to understand the diversity of customer experiences. They create customer experiences designed to achieve a stated outcome; typically the desired customer sentiment or behavior like a high NPS or target level of spend or retention.

Customer Experience 19

Customer Experience Customer Success Interaction Customers 19

SmartKarrot

APRIL 4, 2022

C-Suite leaders must keep the customers at the core of their plans and processes. Design the customer experience. Design the customer experience strategy for every team. Sales teams deal with prospective customers, and hence their experience is important. Measure for customer-centricity.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BlueOcean

JANUARY 6, 2020

Instead, the opposite has happened – adding more channels has complicated the customer journey, adding more contact points and sparking more channel switching activity. Gartner research shows a direct correlation between the number of available channels and the number of customer contacts in a single resolution journey.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

GetFeedback

JULY 19, 2019

When you assemble the data mechanisms for your VoC program, the goal is to get the most complete picture of your customers and to understand their experience as fully as possible. Your VoC data is most effective when it includes all customer sentiments, including overt responses, and non-overt mentions.

Data 262

Data How To Social Media Effort Score 262