CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? They ask, “How will this impact the customer?

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

CX Journey

OCTOBER 25, 2016

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox?

Tools 80

Tools Customer Journeys Customer Centricity Touchpoint 80

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Confirmit

NOVEMBER 16, 2020

A focus on customer experience is essential for the success of any organization. And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. 93% of new customers onboarded within 14 days in 2020.

Insurance 52

Insurance Case Study Touchpoint eBook 52

CX Journey

AUGUST 13, 2015

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation. I'm working on a future post on map validation.

Customer Journeys 80

Customer Journeys Effort Score Touchpoint Customer Voice 80

CX Journey

JULY 10, 2014

and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. Data are useless to improving the customer experience when they remain siloed; siloed data mean siloed experiences.

Data 177

Data Customer Experience Customer Journeys Analysis 177

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Confirmit

JULY 27, 2020

delivers a range of products and services for air, land and naval forces, and for advanced electronics, security, IT solutions, and customer support services. An agile approach to the employee experience was needed, based on touchpoint surveys that could drive action, not just slide decks. “We have a data-driven culture.

System 52

System Case Study Survey Touchpoint 52

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. If your employee experience is bad, it will be very difficult for employees to delight your customers. Image courtesy of elinor_dear I originally wrote today's post for TandemSeven.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Why do you need Customer Experience Management? customer churn and retention, higher advocacy and finally revenue.

Customer Experience 376

Customer Experience How To NPS Touchpoint 376

Confirmit

NOVEMBER 18, 2019

Employee Engagement programs quite often lived their own lives without clear touchpoints with the reality were organizations operated. Here are a few initial thoughts: Each organization should think about what EX means specifically for them, much as colleagues in customer research think about CX.

Employee Engagement 45

Employee Engagement Employee Experience ROI Measurement 45

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Here's the recipe: 1) Micro Customer Experience Action.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

Confirmit

SEPTEMBER 9, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Take a look to find out how our Confirmit ACE Awards winners have used Customer Experience Management solutions to drive business change. Waters runs a global Voice of the Customer program for its Field Service operations.

Insurance 40

Insurance Return on Investment Policies Case Study 40

Clarabridge

JUNE 13, 2017

We never turn down an opportunity to chat with Bob Land, VP of Consumer Engagement at Dorel Juvenile about how he ensures seamless, positive customer experiences. This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment. Can you describe your VoC journey?

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

SurveySensum

MAY 2, 2024

In today’s customer-centric business environment, feedback isn’t just a bonus—it’s the lifeblood of success. From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights.

Examples 52

Examples Customer Service Social Media Loyalty 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

SmartKarrot

DECEMBER 22, 2021

Role: Director of Customer Experience Location: Boulder, CO, US Organization: Red Dot Storage As a Director of Customer Experience, you will oversee strategy for enhancing the customer experience across all touchpoints on the customer journey.

Customer Success 3

Customer Success Roadmap Touchpoint Metrics 3

ProProfs Chat

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. 68% of customers trust feedback more when they see both positive and negative scores. Customers are likely to spend 31% more on a brand having excellent reviews.

Feedback 95

Feedback Survey Customer Satisfaction Effort Score 95

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

SurveySparrow

FEBRUARY 3, 2019

Why should you care about the best customer experience software in the market? 1 priority is customer satisfaction, but how many actually does? The number of businesses that are ready and willing to go that extra mile for their customers is very less. Customer Service. Because…read along, and you’ll see why!

Software 75

Software Customer Experience NPS Survey 75

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see customer experience (CX) sessions at this year’s X4; From the most inspirational stories to the thought leadership that will give you plenty of ideas to get ahead of the game. Whether its customers, employees, products, or brands, every experience is built around one thing — people.

Customer Experience 29

Customer Experience B2B Leadership Government 29

Experience Investigators by 360Connext

MAY 15, 2024

The world is moving fast, and the customer experience world is no exception. These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support. There is no sole office or one sole individual that owns the experience anymore.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

Qualtrics

FEBRUARY 18, 2020

Whether its customers, employees, products, or brands, every experience is built around one thing — people. Hitting fast forward on customer experience. Ask any exec and they’ll tell you they want to lead their industry in customer experience. Customer Experience - 14:00 // Thurs, March 12. But why the slow progress?

Government 29

Government Leadership Roadmap Culture 29

Qualtrics

FEBRUARY 17, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping Experience Management professionals reach new heights in customer , product , brand , and employee experience. Customer Experience - 14:00 // Thurs, March 12.

Government 34

Government Leadership Employee Experience Automotive 34

Qualtrics

FEBRUARY 18, 2020

Whether its customers , employees , products , or brands , every experience is built around one thing — people. Hitting fast forward on customer experience. Ask any exec and they’ll tell you they want to lead their industry in customer experience. Customer Experience - 14:00 // Thurs, March 12. Moira Dorsey, XM Scientist.

Omni-Channel 29

Omni-Channel Government Leadership Measurement 29

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

Confirmit

MAY 29, 2018

The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. The Net Promoter Score works by segmenting your customers into Promoters, Passives and Detractors, using a very specific NPS formula. Why is NPS® Important? So how is the Net Promoter Score calculated?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101