CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. Of course, customers are only half of the equation. Don’t be so far-removed from the end customer.

B2C 80

B2C B2B Voice of Customer Innovation 80

Wootric CX Blog

DECEMBER 8, 2019

Dixon argues that rather than trying to boost loyalty through customer delight, companies should focus on creating what customers really want: an effortless experience. Of course, effort isn’t inherently a bad thing. A successful Voice of Customer strategy asks customers the right question at the right time.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

ShepHyken

NOVEMBER 30, 2018

Customers and organizations agree that the ability to seamlessly span channels is the hallmark of the omnichannel revolution. Trouble spanning channels, meanwhile, ranks as one of the biggest customer experience pain points. That recommendation is, of course, the epitome of a cliché.

Omni-Channel 97

Omni-Channel Self Service Policies Abandon Rate 97

ShepHyken

JULY 15, 2016

Doing so can help companies to better understand the paths that customers take to purchase or to receive support and to identify any friction they may face in their experiences that can be removed. Of course, there are other tactics that customer experience professionals can explore.

Customer Journeys 48

Customer Journeys Customer Experience e-support Case Study 48

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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132