CX Journey

JULY 14, 2016

I often write about topics like better target marketing or marketing effectiveness measurement. Do you know how to generate insights to do this? Do you both agree on the need for customer insight-guided design? Big ‘brown paper’ exercise At this stage, a workshop can be designed.

Exercises 80

Exercises Analytics Customer Insights Consumers 80

Waypoint Group

MAY 23, 2018

Many Customer Success teams measure their performance via customer retention and expansion rates. These aren’t bad measures – KPIs should generally measure outcomes – yet those KPIs are lagging. A good CS leader needs to know how well team members are strengthening customer relationships.

Measurement 40

Measurement Customer Success Metrics B2B 40

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

Helpt

FEBRUARY 14, 2024

Customer Insights : DDDM enables businesses to understand their customers better, tailoring services and products to meet evolving needs and preferences. Continuous Learning : DDDM is not a one-off exercise but a continuous process, adapting and evolving as new data emerges.

Data 52

Data Analytics Social Media Analysis 52

Gainsight

JULY 16, 2021

Have you ever started a new exercise routine? As things begin to open up, people are returning to gyms, yoga classes, and exercise clubs to create a level of health they lost during the COVID-19 pandemic shutdown. Even starting a new exercise regimen takes at least 30 days to make it part of a healthy habit. Your CS Exercises.

Analytics 40

Analytics Strategy Exercises Sports 40

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

Customer Journeys 130

Customer Journeys B2B Exercises Leadership 130

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. .

Touchpoint 85

Touchpoint Customer Journeys Net Promoter Score Effort Score 85

Thematic

APRIL 3, 2024

Enhanced Customer Experiences: Understanding customer expectations at every touchpoint allows you to design seamless, enjoyable experiences that increase brand loyalty. Reduced Churn: Identifying the root causes of customer dissatisfaction enables you to proactively address issues, prevent customer loss, and preserve revenue.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

CX Journey

DECEMBER 13, 2018

How to Build a CX Team Within the CX Team, the Customer Experience Director (or Customer Insights Director) leads the charge. Hiring without a Customer Insights Team in Place The CX cycle begins and ends with customer insights (the Voice of the Customer program).

Tips 83

Tips Customer Insights Leadership Exercises 83

Thematic

FEBRUARY 15, 2019

Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made. It’s a continuous process of iterating on customer insights.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

delighted

MARCH 9, 2021

Enhancing your customer service is one of the most valuable things you can do for your company. Measure and monitor customer service experience. Making unguided changes to your customer service strategy based on ‘feeling’ instead of measurement and benchmarking could end up hurting your support team and the brand at large.

Customer Service Strategies 59

Customer Service Strategies Customer Service Self Service Strategy 59

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

C Space

FEBRUARY 12, 2020

I love to use the brand Nike all the time because they understand that their story is really less about what are the shoes made out of and more about what does it mean to use sport and exercise as a way to transcend who you are. It takes sport, athletics, exercise, and activity and creates a sense of empowerment. The Right Insight.

Brands 52

Brands Marketing Sports Exercises 52

BirdEye

AUGUST 22, 2023

Here are a few benefits of product surveys for a business: Helps measure customer satisfaction: If you’re curious whether customers are satisfied with your product, a product survey is the way to go. It’s an effective way to determine how your customers feel about the product and what you can do to improve it.

Survey 52

Survey Net Promoter Score Customer Satisfaction User Experience 52

Bob Hayes

MAY 21, 2018

Customer Success, like many disciplines today, is morphing into an exercise of using data to make better business decisions. Despite the increased role that data play in customer success management, formal customer programs lack important data science skills to make empirically-based decisions.

Customer Success 82

Customer Success Analytics Loyalty Data 82

Bob Hayes

MAY 21, 2018

Customer Success, like many disciplines today, is morphing into an exercise of using data to make better business decisions. Despite the increased role that data play in customer success management, formal customer programs lack important data science skills to make empirically-based decisions.

Customer Success 75

Customer Success Analytics Loyalty Data 75

Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. He would include teaching techniques for assessing the opportunity for the Customer Experience.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Bob Hayes

SEPTEMBER 27, 2018

In this paper, I show you how marketers can improve their customer retention efforts by 1) integrating disparate data silos and 2) employing machine learning predictive analytics. Your marketing strategy is only as good as your ability to deliver measurable results. Data Integration as your Customer Genome Project.

Data 84

Data Marketing Healthcare Effort Score 84

Gainsight

NOVEMBER 18, 2019

The bottom line is clear: measuring and improving the customer experience is not only good for customers, it’s good for business. A focus on CX creates a competitive advantage that drives customer retention, revenue expansion and enterprise valuation over time. A framework for measuring CX.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Bob Hayes

SEPTEMBER 27, 2018

In this paper, I show you how marketers can improve their customer retention efforts by 1) integrating disparate data silos and 2) employing machine learning predictive analytics. Your marketing strategy is only as good as your ability to deliver measurable results. Data Integration as your Customer Genome Project.

Data 81

Data Marketing Healthcare Effort Score 81

C Space

FEBRUARY 12, 2020

We can launch a beta product and iterate and improve with customer insight all of the time. The experience a customer has with a subscription service is itself the brand and its product. A process of exercising influence in order to bring about a desired outcome. The Right Insight. We can learn. It’s a process.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

C3Centricity

OCTOBER 29, 2017

7-steps to insight development, but information gathering is only step #6! customer #insight Click To Tweet. Whenever you want to develop insight, the first task is to decide on the category you want to study. I say that because it works just as well with observed facts as it does with complex measured and weighted data.

Customer Centricity 120

Customer Centricity Customers Customer Journeys Groups 120

Customer Alignment

APRIL 25, 2017

Make sure you demonstrate plans for robust and timely measures as part of your pitch Be transparent about the investment - your leadership team do need to accept that improving customer experience will cost money. Wow them with small steps, big wins first and you’ll be pushing on an open door for more investment.

Customer Experience 40

Customer Experience Customer Journeys Leadership How To 40

Gainsight

MARCH 19, 2020

They don’t have the bandwidth to examine what happens with customers after the sale. As the Success leader, you have an obligation to measure the performance of each account in the following ways: When the deal closed (relative to end of quarter). This exercise will reveal one or more customer profiles that are ideal for your product.

Sales 59

Sales Case Study Strategy Exercises 59

Kustomer

FEBRUARY 3, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Elizabeth Dominicci from TriNet to learn the secrets of using data and AI to boost customer engagement. Using Data to get Customer Insights. And really, we’ve tried to interview customers.

Customer Journeys 98

Customer Journeys Data Analytics Interaction 98

Gainsight

MARCH 9, 2020

They don’t have the bandwidth to examine what happens with customers after the sale. As the Success leader, you have an obligation to measure the performance of each account in the following ways: When the deal closed (relative to end of quarter). This exercise will reveal one or more customer profiles that are ideal for your product.

Sales 52

Sales Case Study Strategy Exercises 52

ECXO

OCTOBER 5, 2023

During this presentation, participants will gain valuable insights about the Last Days of Surveys: Historical Context and Evolution of Measurement : Discover how AI revolutionizes Customer Experience (CX) productivity. Three Eras of CX Measurement : Metrics Evolution : Understand the three distinct eras of CX measurement.

Survey 126

Survey Net Promoter Score NPS Exercises 126

Strativity

AUGUST 18, 2015

All the while, it is busy investing in the next customer acquisition rather than nurturing the existing one. . Efficiency was king, and every operation was measured based on the most rigid numbers and benchmarks. Can you measure the smiling performed during the discussion? Customers are not foolish.

Call Center 40

Call Center Advertising Customer Centricity Return on Investment 40

SmartKarrot

MAY 6, 2022

Customer journey maps are an ideal way to handle the complexities of the customer journey. Through this exercise, firms can put themselves in their customers’ shoes and see their business through the customers’ eyes. How to evaluate the effectiveness of a customer journey map?

Customer Journeys 10

Customer Journeys Touchpoint Effort Score B2B 10

Qualtrics

SEPTEMBER 15, 2020

This is where you take customer insights from the digital channel - whether it's to fuel product innovation or focus on experience optimization - and move quickly to ensure that teams have access to these insights in as close to real-time as possible. They were really intrigued by this idea of measuring emotion.

Brands 26

Brands Omni-Channel Healthcare Innovation 26

Kerry Bodine

JANUARY 27, 2018

Read this post to understand how you should incorporate internal mapping exercises into your larger journey mapping initiatives. Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. Number 5: Why You Need To Measure Journeys—Not Just Touchpoints. Number 4: Why Journey Maps? But why are journey maps so popular?

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0

Thematic

JANUARY 8, 2024

How much time have you spent (let’s be honest: wasted) scrolling through endless Excel spreadsheets full of open-ended question data, trying to piece together new customer insights? This type of data is a treasure trove of valuable insights to drive CX improvements. In both cases, the coding exercise is pointless.

Net Promoter Score 62

Net Promoter Score How To Analysis Survey 62

West Monroe

NOVEMBER 13, 2022

Four areas of focus for maximizing the value of revenue generation management Organizations that realize the greatest value from their RGM programs focus on and build maturity in four key areas: customer insight, people and organization, data and measurement, and technology. We can assure that’s not the case.

Strategy 52

Strategy Management Sales Government 52

West Monroe

NOVEMBER 13, 2022

Four areas of focus for maximizing the value of revenue generation management Organizations that realize the greatest value from their RGM programs focus on and build maturity in four key areas: customer insight, people and organization, data and measurement, and technology. We can assure that’s not the case.

Strategy 52

Strategy Management Sales Government 52

West Monroe

NOVEMBER 13, 2022

Organizations that realize the greatest value from their RGM programs focus on and build maturity in four key areas: customer insight, people and organization, data and measurement, and technology. Understand your customers. This provides data-driven insight for determining where to focus resources and investments.

Strategy 52

Strategy Management Sales Government 52

Experience Matters

APRIL 7, 2015

With real-time customer and employee insights, organizations can make smart, data-driven decisions that have a measurable, immediate impact on the customer experience. The Qualtrics platform includes the following solutions: Qualtrics Vocalize is the industry’s first out-of-the-box voice of the customer platform.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

C Space

FEBRUARY 12, 2020

A process of exercising influence in order to bring about a desired outcome. Decoding a Viable Metric for Measuring Customer Loyalty in Travel. Decoding a Viable Metric for Measuring Customer Loyalty in Travel. The Right Insight. The Right Insight What makes a successful customer insights leader?

Marketing 52

Marketing Customer Centricity Net Promoter Score Banking 52