CSM Magazine

AUGUST 31, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Customer Journey Maps are a visual representation of a customer’s relationship with your people, products, services and brand over time.

Customer Journeys 69

Customer Journeys Net Promoter Score How To Culture 69

Experience Investigators by 360Connext

OCTOBER 13, 2020

Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. Listen to this article.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Up Your Service

AUGUST 9, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too. What is a Customer Journey Map?

Customer Journeys 45

Customer Journeys Net Promoter Score Culture Measurement 45

Up Your Service

AUGUST 9, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too. What is a Customer Journey Map?

Customer Journeys 40

Customer Journeys Net Promoter Score Culture Measurement 40

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Horizon CX

MARCH 19, 2022

So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? As consumers, we encounter AI in many forms and most notably whenever we need to call a customer support line for information or to resolve an issue.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. What’s NPS All About?

NPS 78

NPS Survey Net Promoter Score Effort Score 78

SurveySparrow

JANUARY 28, 2020

SurveySparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Jim Tincher, one of the most respected voices in the Customer Experience (CX) industry as well as founder and Mapper-in-Chief at Heart of the Customer. So let’s jump in! So let’s jump in! Jim: You bet!

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. In This Article: What is Customer Experience and Why Is it Important?

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Experience Investigators by 360Connext

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . To deliver exceptional customer experiences, everyone in your organization needs to be on board. This is where understanding the right learning path for overall customer experience excellence can be very powerful.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Customer Bliss

MARCH 15, 2019

Does your organization have a system in place for measuring customer churn ? In today’s episode, I chat with Chelsie Rae Lee , Senior Vice President of Customer Strategy at SnackNation , a subscription service that delivers snacks to homes and offices. From there, she shares that the KPIs are measured around execution.

Customer Journeys 162

Customer Journeys NPS Leadership Metrics 162

InMoment XI

MARCH 7, 2023

Marina is a people-focused, data-informed professional with a passion for customer-centric marketing. Q: How did you get the NZAA Voice of Customer Program off the ground and what were the bumps on the way? With that in mind, the team pushed beyond open rates and click through rates, and set key metrics for customer intelligence.

Customer Journeys 260

Customer Journeys Engagement Customer Centricity Metrics 260

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? Net Promoter Score (NPS).

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

inQuba

FEBRUARY 3, 2023

Helping customers achieve their goals so that you can too Brilliant customer experiences can seem out-of-reach for most businesses, especially in today’s environment. Customer Journey Management, which includes orchestration, makes this possible. Only data-driven, journey-based methods can expose real journeys.

Customer Journeys 52

Customer Journeys Insurance Analytics Touchpoint 52

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. So, let’s get started.

NPS 146

NPS Comparison Survey Net Promoter Score 146

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times.

Communication 101

Communication NPS Case Study Metrics 101

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

MAY 26, 2020

Organizations are planning for a phase of reopening including determining how customers can safely make purchases to how many employees can really come back to certain workplaces. How Does it Differ From a Customer Journey Map? This might sound like a customer journey map, but there are a few distinctions.

Customer Journeys 143

Customer Journeys Net Promoter Score System NPS 143

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program? of the changes you propose.

Brands 239

Brands Customer Experience Customer Journeys Net Promoter Score 239

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. In a way, this forms a timeline of customer happiness.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so We are all guilty of not communicating enough on occasion.so The first question you should be answering is: “who will be reading it?”.

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter? The charter, however, is not a magical document.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Communicate how you will measure success.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . As we slowly progress to a post-pandemic reality, customers expect the same type of attention and service to continue.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

Daniel Group

APRIL 16, 2021

Communicate with Me Now! Three Powerful Tips for Effective CX Communication. Are you ready to give customers what they want from you? Effective CX Communication: Are you talking to your customers? Consistent CX: Do your customers know what to expect? Does Communication Really Matter that Much in CX? .

Communication 98

Communication Tips Net Promoter Score NPS 98

AskNicely

OCTOBER 1, 2018

How to Choose The Best NPS Software For Your Customer Feedback Program. You understand NPS best practices and have a plan in place to create an awesome program that will automate voice of the customer and parlay that into advocacy. You are ready to go from customer conscious to customer powered. Automation.

NPS 150

NPS Software Net Promoter Score Survey 150

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

AskNicely

JULY 26, 2018

Customer experience is one of the hottest trends in 2018 and NPS (Net Promoter Score) is a great way to measure CX. But if all you’re doing is sending out yearly surveys to your customer list, you’re missing out. Here are four ways to get more out of your NPS survey: 1. Plan when you’re going to survey them.

NPS 150

NPS Net Promoter Score Survey Touchpoint 150