CX Journey

APRIL 3, 2019

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

CX Journey

APRIL 3, 2019

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Experience Investigators by 360Connext

MAY 15, 2024

They shared the following advice: Give Customers Power Over Their Experience Maggie Gentry , Director of Experience Analytics at Community Health Network, started asking patients what their experience expectations are, and it has helped her team deliver better experiences faster. This also means focusing on the providers.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

Confirmit

MAY 29, 2018

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? Understand your customers’ expectations better.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40