Experience Investigators by 360Connext

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? What feedback to gather.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

CX Journey

OCTOBER 7, 2014

This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Kicking the #CX Can Down the Road But in a nutshell, why is it important to listen to customers? Clearly, you cannot begin a voice of the customer initiative without first understanding who your customers are.

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

Ian Williams

JUNE 25, 2019

In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation.

Customer Journeys 40

Customer Journeys Customer Experience Exercises Customer Experience Professionals 40

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

SuiteCX

MAY 26, 2017

Most companies are struggling with Customer Experience. Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

SuiteCX

MAY 26, 2017

Most companies are struggling with Customer Experience. Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. Process improvement methodologies and discipline.

Customer Experience Design 120

Customer Experience Design Customer Experience Customer Journeys Customer Experience Professionals 120

CX Journey

JUNE 30, 2015

Image courtesy of AnnaRachel1 What is a customer experience strategy? Let's start by defining "customer experience strategy." A customer experience strategy helps you define, design, and, ultimately, deliver the desired customer experience (desired, of course, by your customers).

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

CX Journey

MARCH 16, 2017

Image courtesy of Tax Credits No customer experience budget? As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. No problem!

Exercises 112

Exercises Culture Policies Employee Experience 112

CSM Magazine

JANUARY 4, 2016

The program is sponsored by the Customer Experience Professionals Association (CXPA), a global non-profit organization dedicated to the advancement and cultivation of the customer experience profession. Verint Systems Inc. has announced that it has been named a 2015 CX Impact Award winner.

Customer Experience 40

Customer Experience Customer Journeys Exercises Customer Experience Professionals 40

CX Journey

FEBRUARY 5, 2019

Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. What’s journey mapping?

Customer Journeys 88

Customer Journeys Transportation Customer Centricity Interaction 88

CX Journey

DECEMBER 13, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Liliana Petrov of DoingCXRight that is based on her experience hiring CX teams. Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years.

Tips 83

Tips Customer Insights Leadership Exercises 83

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

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

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

ijgolding

JUNE 5, 2016

I recently wrote an article for my column on CustomerThink entitled ‘How Well Do You Know Your Customer?’ – the premise was around the significance and necessity of creating customer personas. Like many things in the world of business, it sounds so obvious (well to me anyway) – why wouldn’t you want to know who your customers are?!

Meeting 120

Meeting Exercises Customer Journeys Customer Experience Professionals 120

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. The books are not in order of preference; all are very good. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI.

Exercises 97

Exercises ROI Conference Video 97

ijgolding

APRIL 27, 2016

I have been involved in the world of business improvement and customer experience for over twenty years. For the last four years, I have had the wonderful opportunity to see and experience organisations across a variety of industries all over the world. I have been working with a global financial services business.

Travel 120

Travel Customer Centricity Exercises Financial 120

Experience Investigators by 360Connext

FEBRUARY 18, 2020

The Best Free (and Cheap) Customer Experience Training Courses Online. Get access to all three of Jeannie's Customer Experience courses and 14,000+ more. Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. by Jeannie Walters.

Course 35

Course Training Customer Journeys Customer Experience 35

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). All the leaders were asked the same two questions : 1.

System 338

System Effort Score NPS Net Promoter Score 338