BlueOcean

OCTOBER 10, 2016

As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. That’s why customer journey mapping in the contact center is essential to understand how the customer experience is built at every touchpoint.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

Customer Bliss

SEPTEMBER 11, 2018

I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages. Be really deliberate about the names of your customer journey stages, and most importantly, unite your company's leaders in what those stages are.

Customer Journeys 111

Customer Journeys Chief Customer Officer Leadership Video 111

CustomerSuccessBox

MARCH 17, 2022

Customer success, like any other tricky-to-navigate sector, requires a map. A customer journey map can help with this. It’s a document (or set of documents) that outlines when various teams in your company should communicate with customers. What is a Customer Journey Map?

Customer Journeys 52

Customer Journeys Touchpoint Customer Success Consumers 52

SuiteCX

MAY 4, 2016

There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.

Customer Journeys 100

Customer Journeys Culture Customers Tools 100

SuiteCX

MAY 4, 2016

There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.

Customer Journeys 100

Customer Journeys Culture Customers Tools 100

Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. I’m going to introduce them to my people first culture and three piece strategy. ” – Dr. .

Customer Journeys 68

Customer Journeys How To Touchpoint Loyalty 68

CX Journey

APRIL 25, 2018

Are you listening to customers? Are you mapping their experiences? What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. And how well is that going for them? Align the organization.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Heart of the Customer

JANUARY 30, 2020

They asked such great questions around Heart of the Customer’s origins, Jim’s involvement in the CXPA, and how to best use customer surveys, we felt like it had to be shared! The post Exploring Customer Journey Mapping – An Interview with Jim Tincher appeared first on Heart of the Customer.

Customer Journeys 88

Customer Journeys Survey Software Customers 88

InMoment XI

MAY 31, 2022

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship.

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

CSM Magazine

JUNE 24, 2022

Especially if those other people are customers and you are a seller or service provider. Since it’s not OK to grab your customer by the sleeve and demand them to tell all, we are lucky to have a methodology called customer journey mapping. Source: Technology Meets Culture. Paint the picture. Source: Miro.

Customer Journeys 52

Customer Journeys Culture Interaction Customers 52

Win the Customer

APRIL 18, 2023

Like any strategic initiative, customer journey mapping is not without its challenges. In the ever-evolving landscape of customer-centric business models, the importance of mapping out the customer experience journey cannot be overstated.

Customer Journeys 52

Customer Journeys Customer Experience Competitive Advantage Customer Centricity 52

ClientSuccess

DECEMBER 27, 2022

Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle. Ensure that there is proactive support throughout the customer journey. Are You Ready to Build Your Customer Success Journey Map?

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

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

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . In a word, it all comes back to the culture. Sometimes the customer-focused “way” is seen as a brand within a brand.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Heart of the Customer

APRIL 30, 2019

This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research. The post How to Recruit and Interview B2B Customers for your Customer Journey Mapping Project appeared first on Heart of the Customer.

Customer Journeys 76

Customer Journeys B2B How To Customers 76

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

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Ian Williams

JUNE 23, 2019

In the past couple of decades Customer Journey Mapping has become one of the most commonly spoken-about of modern-day business practices. However for many, if not most, organisations, Customer Journey Mapping remains a largely misused or misunderstood concept.

Customer Journeys 45

Customer Journeys Exercises Banking Customers 45

Heart of the Customer

FEBRUARY 27, 2019

The post What is the Right Level of Granularity for Your Customer Journey Map? appeared first on Heart of the Customer. We left fifteen minutes for Q&A and weren’t even able to get through everything! Samuel, in particular, asked two good questions we often hear from companies […].

Customer Journeys 74

Customer Journeys Customers Company Customer Centricity 74

CX Journey

SEPTEMBER 14, 2017

Journey maps are a catalyst for change. But the problem is that so many people don't map correctly, and they end up with useless "documents" that aren't actionable. I focus on the myths of journey mapping and discuss several that I think are key. One map applies to all customers; all customers are the same.

Customer Journeys 132

Customer Journeys Tips Software Measurement 132

Kerry Bodine

MARCH 17, 2018

Wondering how to map the experiences that your customers currently have with your organization? A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. CREATE maps that will generate empathy. ANALYZE why customer pain points exist.

Customer Journeys 136

Customer Journeys Banking Customers Culture 136

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

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” of customer experience. Combine this with a customer experience champion program within your organization and watch culture really shift.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. In this role, you want someone who is naturally curious who will be internally motivated to seek out answers to the questions they have about customer behavior. Resource: 6 Sources of Customer Understanding by CXpert. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

OCTOBER 20, 2022

The future of customer experience is moving past managing experiences, to actually improving them through Experience Improvement (XI). #2: 2: Create a Culture of Customer-Centricity by Adopting a Customer-First Mindset. 5: Enrich the Lives of Your Customers—Great CX Doesn’t Need to be Complicated.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

Experience Investigators by 360Connext

MARCH 5, 2024

Based on my work supporting countless organizations with their CX programs, I’ve seen a few strategies work well for integrating CX and EX: Conduct employee journey mapping. Just as CX teams create customer journey maps to refine the customer experience, employee journey mapping helps you improve the employee experience.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

CX Journey

SEPTEMBER 19, 2017

Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come! It was a great hour, during which I busted five myths about journey mapping and interviewed a panel of experts on their experiences with journey mapping.

Customer Journeys 121

Customer Journeys Touchpoint Customer Experience Professionals Customer Experience 121

SurveySparrow

JANUARY 28, 2020

Soon after that, while working for a research company, a client asked me to create a journey map using this bland, simplistic template they had provided. I remember saying, “You can’t represent the richness of the customer experience with a PowerPoint slide filled with dots and bubbles!” I was horrified! We’re known for that.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

Heart of the Customer

NOVEMBER 16, 2018

Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. The post Journey mapping is still happening in silos. appeared first on Heart of the Customer. This is ironic. Except when it isn’t.

Customer Journeys 104

Customer Journeys Tools Customer Experience Employee Engagement 104

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Heart of the Customer

APRIL 29, 2019

We find a lot of confusion in the marketplace around journey mapping. Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! You have a journey map.

Customer Journeys 92

Customer Journeys Marketing Customer Experience Customer Voice 92

Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map? Two weeks ago, […].

Customer Journeys 83

Customer Journeys B2B Customer Focused Customers 83