CX Journey

OCTOBER 7, 2014

This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Kicking the #CX Can Down the Road But in a nutshell, why is it important to listen to customers? Clearly, you cannot begin a voice of the customer initiative without first understanding who your customers are.

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

CX Journey

JANUARY 11, 2017

I'm often asked about the future of customer experience: What does it look like? What are the latest tools to help companies improve the experience? I've written previously about the six steps you should take to use data to transform the customer experience. It appeared on their blog in August, 2016. Which tools?

Data 80

Data Analytics Customer Experience Professionals Tools 80

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. The knowledge and the fact that listening to their customers is paramount to delivering a great customer experience.

B2C 80

B2C B2B Voice of Customer Innovation 80

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

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. podcast and the Experience Maker Show.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. How to measure the impact of churn on your company.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy. Rick Adams.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. In this 3-part series, we’ll look at 3 keys to getting it right: focus on the customers’ experience journey, map for actionability, and apply insights everywhere. Everyone’s doing it.

Customer Journeys 77

Customer Journeys Customer Experience Customers ROI 77

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Action — making a significant positive difference — is the point of anything we do in business.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere. Everyone's doing it.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48