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.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. Digital marketing is a specialism, so is customer service and so is process improvement. Beth started out in internal communications, journalism, and knowledge management.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. This is known as “outside-in” management of your business. These include NPS, Net Promoter System, and customer journey mapping.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Governance structures can and should be established as a foundation to both designing and creating desired customer experiences as well as handling the resulting feedback that invariably customers will provide.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Maurice is the ex-Vice President, Customer Experience of HP and author of four best-selling books on customer-centric strategy.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. Most organizations attack the symptom not the cause.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

ijgolding

AUGUST 1, 2016

Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. The world of Customer Experience is at risk of following the same rocky road.

Customer Journeys 120

Customer Journeys Customer Experience Professionals Customers Tools 120

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz is the founder and CEO of CX Journey Inc. Annette Franz. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Strativity

JULY 16, 2014

Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., For professionals who are seeking a strategic framework for implementation, the program provides participants with a foundation in Customer Experience and CEM with a focus on: .

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz is the founder and CEO of CX Journey Inc. Annette Franz. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. So the questions are, how Customer-centric are you and how do you know?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. So the questions are, how Customer-centric are you and how do you know?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

ClearAction

AUGUST 13, 2019

Understanding customers’ consequences compels employees to anticipate customers’ reactions and to align their decisions with what’s most efficient and effective for customers and your firm. Knowing customers’ overall objective empowers employees to find novel ways to generate value that customers will reward.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Too many organisations are still focused on ‘making money first’, with the customer coming a distant second.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Eptica

NOVEMBER 6, 2019

Leveraging only part of a Customer Experience Management tool We’ve come a long way from the first customer feedback tools. A suggestion box is cute, but a robust and intelligent customer experience platform is so much better! 5 ways CEOs can build truly customer-centric organizations.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

PeopleMetrics

MAY 30, 2015

In customer experience management , those challenges can threaten how we relate to customers as people. We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again.

Customer Experience 48

Customer Experience Customer Journeys Net Promoter Score Effort Score 48

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. You want to see a complete view of your customers, what's going on, trends, etc. blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

SurveySensum

MARCH 4, 2021

She is a CX entrepreneur that designs products, services, and solutions that helps businesses attract, satisfy, and retain customers while improving the customer experience management capabilities of teams. What you as a Customer Experience Professional doing wrong? Your employees have voices too. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Pointillist

APRIL 26, 2018

Barriers to Creating a Single Customer View. As per a Harvard Business Review Analytic Services study of more than 400 customer experience executives, one of the top challenges of customer experience management is achieving a single customer view. Why do most companies struggle in this endeavor?

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Other articles in this series: Customer Experience Strategy: Do This, Not That. Customer-Centered Culture: Do This, Not That.

Government 48

Government Customer Experience Customer Journeys ROI 48

Pointillist

OCTOBER 22, 2018

These algorithms provide all the auditory cues that you need to reveal valuable insights from customer feedback, so you can take action to improve customer experience throughout the customer journey. Until recently, that was only possible if the customer told you how she felt. Emotion AI. “By

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Community Manager - C u stomerExperience.io. Colin Shaw.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

PeopleMetrics

AUGUST 27, 2015

Our research shows that improving the entire B2B customer journey —from awareness through support—has a circular impact on business. If you can improve the buyer’s experience and continue into the now-client experience, your customers will champion your company, resulting in more referrals and more business.

B2B 48

B2B Customer Experience How To Sales 48