InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. InMoment’s Global CMO, Kristi Knight , took us through the evolution of customer experience (CX).

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

Heart of the Customer

NOVEMBER 14, 2018

This confusion is fueled by vendors who offer “journey mapping workshops.” ” This is a half- or full-day workshop where you […]. The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer.

Customer Journeys 99

Customer Journeys Employee Engagement Customer Voice Customer Centricity 99

SurveySparrow

NOVEMBER 28, 2023

Customer Satisfaction Surveys Implement the Kano Model in customer satisfaction surveys. Stay Awesome, Keep Adapting: Embrace a culture of continuous improvement. With the Kano Model, you stay fantastic by adapting to your customers’ wants, ensuring lasting success. Workshop Magic: Host Kano workshops.

Customer Satisfaction 52

Customer Satisfaction Analysis Roadmap Customer Expectations 52

CX Journey

SEPTEMBER 8, 2016

Think about your interactions with companies like Southwest Airlines, Zappos, or Ritz-Carlton; these companies have created intentional cultures of employee experience, happiness, and engagement first because they know that if their employees are miserable, their customers will be, too. I'm glad they stayed as long as they did.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Heart of the Customer

APRIL 29, 2019

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! The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer. You have a journey map.

Customer Journeys 92

Customer Journeys Marketing Customer Experience Customer Voice 92

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

inQuba

OCTOBER 17, 2018

At the start of their inQuba journey, Beaurepaires had around 900 staff who had what Lewis calls a “garage mentality” – that is, they were solely focused on running a workshop. A seismic shift in company culture. Practically and strategically, Lewis and his team first rolled out a five-store pilot.

Customer Centricity 45

Customer Centricity Net Promoter Score Retail NPS 45