CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. No argument there. Remember that this was 2005.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Alida

NOVEMBER 29, 2017

Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. Forrester’s Customer Experience Index , an annual report that ranks the CX performance of 314 brands in the U.S.,

Study 127

Study Leadership Customer Experience Professionals Metrics 127

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional.

System 338

System Effort Score NPS Net Promoter Score 338

Experience Matters

DECEMBER 15, 2015

Effort Metric Expanding. Companies have started to use versions of an “effort” score as a key CX metric, because it provides a good mechanism for identifying areas of improvement. Metrics to Action Realigning. Voice of the customer programs (including NPS), are a mainstream component of most CX programs.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Episode Management.

Trends 173

Trends Customer Experience Self Service ROI 173

GetFeedback

JULY 19, 2019

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. And guess what?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lumoa

JANUARY 9, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion. Blockchain, GDPR) and coordination.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Experience Investigators by 360Connext

JUNE 1, 2017

At the sixth Customer Experience Professionals Association (CXPA) Insight Exchange , I had the chance to learn and share with 350 of my fellow experience fanatics. “Customer Effort” should be a serious metric to consider. When a customer call is dropped, the agent calls back.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His diversified experience includes significant client-side, consulting-side, and agency-side tenures. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Lithium

MAY 12, 2021

Those who do keep their jobs will do so by ensuring that their metrics and measurements relate to what matters most: KPIs with a dollar sign in front of them.” - Harley Manning, Forrester Research. They’re the professionals who have kept their jobs and increased CX adoption and investment at their company over the last year.

Customer Experience Professionals 59

Customer Experience Professionals Measurement Leadership Metrics 59

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His diversified experience includes significant client-side, consulting-side, and agency-side tenures. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

CSM Magazine

MAY 19, 2023

At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression. This discipline combines aspects of design, psychology, marketing, and technology to create engaging, satisfying, and memorable experiences for consumers.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Customer Bliss

OCTOBER 31, 2017

Key Takeaways + Strategic Grassroots Planning (30 days, 90 days, and long-term planning): Anne credits The Truth About Customer Experience from the Harvard Business Review as a source that was instrumental during the initial stages of her planning. You have to communicate in a way thats fresh and also consumable to your audience.”

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

InteractionMetrics

JUNE 19, 2023

In contrast, companies with an appointed CX director aim to improve customer relationships at all touchpoints — packaging, store layout, customer service, onboarding, repairs, billing, product returns, and more — not just the products and websites. i] In this way, having a customer experience czar makes a whole lot of sense.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

SurveySensum

JULY 9, 2021

But, the most important question is, ‘Do they really know their customers?’. Did you know that 81% of consumers said they’d only buy from the brands they trust? . Customers buy from companies they trust and connect with emotionally. Why is it important for CX Professionals to be empathetic? Or did they even try?

Social Media 98

Social Media ROI NPS Loyalty 98

CX University

NOVEMBER 21, 2020

Finance teams do not particularly enjoy the first two to three years of most customer experience initiatives, but it is not too long before they are raving fans. Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Thematic

JULY 24, 2023

While traditionally known for being time-consuming, qualitative data analysis plays a crucial role in uncovering the hidden gems of information that can lead to valuable insights and understanding. In customer feedback analysis, combining qualitative and quantitative data is the best way to get a 360 view of your users.

Data 62

Data Analysis Survey Measurement 62

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. Businesses tend to take longer to adapt to technology than consumers, Dr. Michelli says. Consumers, on the other hand, sometimes jump right in.

Hotels 104

Hotels Travel Hospitality Consulting 104

CSM Magazine

MAY 18, 2017

Over half (57%) of companies say that ensuring technology keeps pace with changing customer behaviours is a top priority, yet organizations across the board have been slow to adopt consumers’ favoured communication methods.

Report 40

Report Self Service Customer Experience Contact Center 40

Customer Bliss

MARCH 30, 2017

Customer engagement: This was about personalizing the experience and not delivering a one-size-fits-all CX to consumers in a time of increasing personalization. Employee engagement: Essentially, a greater involvement by employees in the processes of defining and reimagining different customer touch points.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

ClearAction

FEBRUARY 28, 2019

. “No matter what type of company you’re in and what you provide, you need a consumer experience mindset”, Milista explained. “Even though we are a company selling to other businesses, everyone we touch as users of our products and services is a consumer who has high expectations for things to be solved rapidly.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

Tricia Morris

MARCH 14, 2016

. • The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer. This leads to the importance of an increased focus on and investment in customer service. Want to Learn More About Customer Service & Retention? – SDL Global CX Wakeup Call Report.

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. Direct contact with customers is limited, so they become figures on a sales report, not real people. The solution is to keep customers “front and center” for leaders and everyone else. I like the idea of a Customer Room proposed by Jeanne Bliss.

Industry 100

Industry Culture Metrics Customer Centricity 100

CSM Magazine

DECEMBER 14, 2015

” Here are the 10 customer experience trends to watch in 2016: 1. Effort Metric Expanding. Companies will increasingly use “customer effort” as a key customer experience metric. Customer Journey Designing. Metrics to Action Realigning. Value-as-a-Service Emerging.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. airline in 2022 by the Wall Street Journal , which scores airlines on seven operations and customer metrics. “We

Report 52

Report Airlines Healthcare Transportation 52

CustomerSuccessBox

MARCH 4, 2022

This is why keeping existing customers is paramount. Investing in the success of existing consumers will pay off now more than ever. You may supply clients with enough value to keep them around by shifting the focus away from just gaining new customers and instead focusing on helping them achieve their goals.

Customer Success 52

Customer Success Customers Leadership Sales 52

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

FEBRUARY 25, 2016

How would your customers rate your omnichannel experience? Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers. It's probably time to make that a priority, if it isn't yet. Why is this important?

Omni-Channel 80

Omni-Channel Customer Experience Customer Journeys Retail 80

ClearAction

JANUARY 6, 2021

2) Start picturing customer experience holistically. You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. This is success-promoting because it reflects reality.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. The metrics are really outcomes. And so we find that the correlation of those metrics is part of the story.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Let’s find out what the field professionals actually experience. This will push more aggressive change driven by Customer Experience professionals.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Bob Hayes

MARCH 28, 2015

Knowledge of Statistics Needed for Both Analysts and Consumers. They are also for people who consume, interpret and make decisions based the analysis of those data. In a recent study , I found that customer experience professionals had difficulty estimating size of customer segments based on customer survey metrics.

Analytics 40

Analytics Analysis Customer Experience Professionals Data 40

Talkdesk

AUGUST 20, 2015

Tincher is the mapper-in-chief and founder of Heart of the Customer , which aids companies in increasing customer engagement. He is a Certified Customer Experience Professional (CCXP) and an active member of the Customer Experience Professionals Association (CXPA).

Loyalty 40

Loyalty Customer Experience Effort Score Call Center 40

Chattermill

JUNE 25, 2019

Today’s customers expect all businesses to provide the same calibre of experience that they’d find with say, an Uber, an Amazon, or an Airbnb. If we look back at the last decade in business, consumer preferences have been altered by startups offering standout customer experiences. Review Customer Data by Cohort.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Pointillist

APRIL 26, 2018

Silo mentality is the biggest organizational hurdle to improving customer experience.” – Chris Ward, Editor MyCustomer.com. Most customer experience professionals agree with that view. This environment is not conducive to building a single customer view. Organizational Silos. Create Dashboards and Reports.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72