Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! “If We hope so!

Customer Journeys 100

Customer Journeys Customer Success Exercises Touchpoint 100

Experience Investigators by 360Connext

OCTOBER 13, 2020

” The power of these metrics, of course, is in the insights they provide. Reactive CX: Journey Maps Live on the Wall for Months or Years. The same rules apply to journey mapping. Your customer experience is in constant evolution, even if your products or services aren’t currently evolving.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

Reporting that out to leadership and teams can feel like the bulk of the work. And it’s easy to think THAT’S being customer-centric. We like to think of this as customer collaboration because it creates a different view of not just collecting feedback, but working with customers to create better experiences.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Clarabridge

NOVEMBER 9, 2016

Customer journey mapping is a hot topic, but many organizations don’t get full value out of their maps. To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. A journey map is just a tool. What’s the delay?”. Ready for more?

Customer Journeys 40

Customer Journeys Analytics CEM Banking 40

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Of course we want to know what customers have to tell us.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Experience Investigators by 360Connext

JANUARY 16, 2024

On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity for senior leadership’s committed involvement and its ripple effect on a company’s success.

Customer Experience 143

Customer Experience Leadership Course Customer Journeys 143

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

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. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Experience Investigators by 360Connext

JANUARY 2, 2020

Co-creation sessions , customer advisory boards, or a simple conversation connects your customers with the outcomes they really want. Know the journey. Get that critical outside-in perspective with customer journey mapping. Walk in your customer’s shoes however you can. See what I did there?).

Customer Journeys 225

Customer Journeys Contact Center Innovation Culture 225

Experience Investigators by 360Connext

JULY 28, 2020

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

InMoment XI

MAY 4, 2023

So, how can CX leaders and their teams best navigate customer experience in such challenging times? We’ll explore below how to prioritize customers and strategically use customer experience tools to drive growth for your business and keep on course.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

Gainsight

FEBRUARY 15, 2024

Here are some of our favorite takeaways from those webinars, along with some additional insights to ensure you lay a sturdy foundation for your customer education program. ” While he wasn’t talking about customer education or starting an academy, he certainly could have been. For example, maybe a C.S.M.

Leadership 52

Leadership Culture Customers Training 52

Experience Investigators by 360Connext

NOVEMBER 19, 2019

We can attend the lectures of great professors via MOOC (Massive Open Online Courses) or we can learn how to fix your faucet leak from a great plumber on YouTube. After acquiring Lynda.com a few years ago, LinkedIn Learning has courses on everything from graphic facilitation to playing the piano! That’s right.

Customer Journeys 110

Customer Journeys Course Leadership Tools 110

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. He serves as an Adjunct Professor at Loyola University in Maryland teaching a graduate course on the Client Experience to MBA students.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Journeys 117

Customer Journeys Customer Experience How To Net Promoter Score 117

Totango

APRIL 1, 2021

Totango is excited to announce that we have once again been recognized by G2 with awards for our leadership in Customer Success. We understand that authentic ratings and reviews from real users are critical to helping customers evaluate and decide on purchasing a product, which is why awards like these are so valuable to us.

Leadership 81

Leadership Software Analytics Touchpoint 81

Customer Bliss

JANUARY 18, 2018

Once this information has been gathered, Kathy had to get all of the right people in the room to define who these different customers are. She had to unite leadership and teams in understanding the term definitions, the source of the information, and implications of the data. . Define the Customer Journeys and Their Business Impact.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Strativity

FEBRUARY 14, 2018

One of the leading voices in supporting Australia’s not-for-profit sector, Pareto CEO – Dearne Cameron, identified, early on, that many charities were looking for greater depth in the way that they connect with their donors and journey mapping brings the experience to life.

Customer Journeys 40

Customer Journeys Course Touchpoint Customer Centricity 40

Experience Investigators by 360Connext

JULY 12, 2022

Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Of course we want to know what customers have to tell us.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Customer Bliss

NOVEMBER 28, 2017

Use the Customer Journey Map As a Tool to Measure Success. During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way. The customer journey map was used as a culture and leadership uniting tool.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Customer Bliss

APRIL 1, 2016

Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. Getting there, however, takes a lot of work.

Customer Journeys 100

Customer Journeys Customer Experience How To Exercises 100

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Of course, it’s not just one metric. Related: Overcome Leadership Bias: 5 Common Types and the #1 Solution.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Look at leadership decisions that have been made.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Start with: What is Customer Experience?

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Experience Investigators by 360Connext

JANUARY 8, 2018

Then you simply must understand the journey by undertaking a robust customer journey mapping process. And of course, don’t forget to educate the executives and employees throughout your organization! As you read this, I bet you are thinking of those little frustrations you know happen for your customers.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Bold360

MAY 14, 2020

I once subscribed to the Moses model of CX leadership. I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. Transitioning from the contact center to CX leadership. That can wipe out a customer experience initiative’s energy and direction.

Contact Center 52

Contact Center Leadership Customer Journeys Customer Experience 52

Experience Investigators by 360Connext

FEBRUARY 3, 2020

I don’t mean to say that you should tell your customers should go out and learn (though that couldn’t hurt). I mean that if you keep finding ways to learn — taking courses, training — that it can create a better customer experience. Think about your own experiences as a customer.

Training 197

Training Course How To Healthcare 197

Michel Falcon Experience

JANUARY 16, 2020

This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. As the year gets rolling, I’d suggest asking yourself three questions to identify what customer experience strategies you have the opportunity to create for your business and serve your customers exceptionally.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn John R.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ClearAction

FEBRUARY 13, 2023

It is a lost art that customer experience managers need to thrive. Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum. This self-paced course is for anyone who wants to learn the best way to lead customer experience for strategic impact.

Sports 71

Sports Customer Experience Handbook Case Study 71

ClientSuccess

AUGUST 18, 2020

Sometimes, however, it can be hard to distinguish which strategic decisions will drive customer value forward and which are just ‘spur of the moment’ choices. This is where the customer journey map comes into play. Thus, the customer SaaS journey – while varied from industry to industry – widely remains the same.

Customer Journeys 74

Customer Journeys Customer Satisfaction Metrics Measurement 74

Experience Investigators by 360Connext

OCTOBER 2, 2018

Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow. The “Big Idea” CX Leader.

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Experience Investigators by 360Connext

MAY 20, 2015

Customers who are surprised by these small moments tend to share them with others, providing word-of-mouth marketing and advocacy. Their leadership team is made up of people who are working together and leaving egos at the door. Customer experience is a new department , focus or strategy and leaders need a resource.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195