CX Journey

JUNE 27, 2018

I'm positive the Platinum Rule was created by a customer experience professional! The Platinum Rule speaks to customer experience professionals. so that they can design the products and the experiences that customers want. Don't just ask customers about the experience, listen, as well.

Exercises 126

Exercises Customer Experience Professionals Customer Experience Company 126

Thematic

MARCH 5, 2019

As with any profession, customer experience is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. There is no one way of doing anything when it comes to Customer Experience. A collage of customer journey maps.

Customer Journeys 69

Customer Journeys Management Exercises Customer Experience Professionals 69

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

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. Process improvement methodologies and discipline.

Customer Experience Design 120

Customer Experience Design Customer Experience Customer Journeys Customer Experience Professionals 120

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

Horizon CX

OCTOBER 7, 2014

remain completely open to thoughts and ideas as they relate to life experiences. in general and to my work as a Customer Experience professional. emerged with insights about my own career and experiences on the receiving end. of being a customer. Setting expectations is such a key element in the customer.

Customer Experience 100

Customer Experience Customer Experience Professionals Exercises Customers 100

Horizon CX

OCTOBER 7, 2014

It was intriguing to me that after having spent a full day in academic lectures that spanned such a wide array of topics that I could have emerged with insights about my own career and experiences on the receiving end of being a customer. Setting expectations is such a key element in the customer experience.

Customer Experience 100

Customer Experience Customer Experience Professionals Exercises Customers 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

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

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

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

Beyond Philosophy

MAY 26, 2022

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. If a company wants to know how to win the hearts and minds of customers, they must first understand how customers feel and how they think.

Customer Experience Professionals 78

Customer Experience Professionals Examples Groups Exercises 78

CX Journey

APRIL 25, 2018

Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? Are you listening to customers? Are you mapping their experiences? Those are marketing tools and are too high level for customer experience design.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

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

Kustomer

SEPTEMBER 6, 2018

How do you empower your customer service agents to deliver a great experience and delight customers? Michael is the Principal and founder of the consultancy The Pace of Service , which helps organizations to realize the full benefit of Customer Service, Social Business, Business Process Management, and People Leadership.

Exercises 61

Exercises Handbook e-support Contact Center 61

CX Journey

APRIL 26, 2016

Image courtesy of GMC Software Have you gone through some journey mapping exercises, only to find that the maps don't deliver what they experts said they would? The paper is based on the following problem statement: Customer journey maps are useless because they’re just not actionable. Have your maps failed you? What happened?

Customer Journeys 80

Customer Journeys Exercises Customer Experience Professionals Software 80

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

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

Horizon CX

JULY 15, 2019

Now let’s take this to the current state of learning around the Customer Experience discipline. However, in 2011, I discovered the Customer Experience Professionals Association (CXPA) to which I joined up and volunteered for everything imaginable. That didn’t exist back then.

Course 113

Course Training Entertainment Exercises 113

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. We Need New Thinking.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. We Need New Thinking.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

CX Ahead

FEBRUARY 27, 2018

People tend to forget it, but customer experience (CX) is not a trend, a nice to have or doing the right thing. One that drives revenue through a focus on customer value, enriching relationships and reducing price sensitivity and churn rates. A cross-platform game was less pretty on the Wii, but the experience was superior.

Omni-Channel 52

Omni-Channel Company Entertainment Customer Centricity 52

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

ProProfs Chat

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. This is one of the biggest examples to date that emphasizes on the importance of customer service recovery. . Let’s take an example.

Customer Service 97

Customer Service Social Media Poor Customer Service Feedback 97

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

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

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

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. Align the organization.

Customer Journeys 88

Customer Journeys Transportation Customer Centricity Interaction 88

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

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

Michel Falcon Experience

SEPTEMBER 24, 2015

Do you want to know the number one question I’m hearing today from executives, professionals just like you, that want to improve their company’s customer experience? Customer experience is a growth strategy. bctt tweet=”Customer experience isn’t agnostic to a specific industry or size of company.

Customer Experience 60

Customer Experience eBook Social Media Training 60

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Action — making a significant positive difference — is the point of anything we do in business.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

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