Heart of the Customer

MAY 9, 2019

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here. The post Two Days to Journey Mapping Mastery appeared first on Heart of the Customer.

Customer Journeys 74

Customer Journeys Customer Experience Conference Resources 74

Heart of the Customer

NOVEMBER 14, 2018

What is journey mapping? This confusion is fueled by vendors who offer “journey mapping workshops.” The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer. The post Too many see journey mapping as an employee workshop.

Customer Journeys 99

Customer Journeys Employee Engagement Customer Voice Customer Centricity 99

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 260

Multi-Channel Touchpoint Social Media Customer Voice 260

CX Journey

AUGUST 13, 2015

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." And yet so many companies create an assumptive map and then leave it at that. Stay tuned for that.) Mike Gospe.

Customer Journeys 80

Customer Journeys Effort Score Touchpoint Customer Voice 80

CX Journey

JUNE 9, 2016

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? Earlier this week, I wrote about how eye opening journey maps and journey mapping workshops are. A couple years ago, I wrote a popular post titled 18 Reasons to Map Customer Journeys.

Customer Journeys 80

Customer Journeys Policies Customer Voice Customers 80

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. This is a common starting point for maps. You put it on the wall.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

CX Journey

JUNE 22, 2017

In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. They become the backbone of your customer experience management efforts.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

Heart of the Customer

JANUARY 22, 2020

22, 2020 /PRNewswire/ — Heart of the Customer (HoC), one of the nation’s leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), today announced a strategic partnership that will revolutionize how businesses map, orchestrate, and optimize their customer journeys.

Customer Journeys 88

Customer Journeys Innovation ROI Consulting 88

Strativity

SEPTEMBER 27, 2017

This blog is for CX professionals who 1) have multiple journey maps and 2) need a structure to connect them. Let’s move this analogy off the block and into the journey management: How much freedom did you give your journey maps? Do your maps connect to the head of the structure?

Customer Journeys 40

Customer Journeys Touchpoint Connections Interaction 40

Strativity

SEPTEMBER 27, 2017

This blog is for CX professionals who 1) have multiple journey maps and 2) need a structure to connect them. Let’s move this analogy off the block and into the journey management: How much freedom did you give your journey maps? Do your maps connect to the head of the structure?

Customer Journeys 40

Customer Journeys Touchpoint Connections Interaction 40

InMoment XI

AUGUST 31, 2023

We’re all about assisting businesses in translating their customer experience initiatives into tangible, measurable business outcomes. NPSx℠ brings together the best of Bain’s customer-first thinking and world class technologies, packaged in a simple and accessible way, for leaders around the world.

Conference 260

Conference ROI Banking Customer Voice 260

Heart of the Customer

SEPTEMBER 6, 2018

I was talking with a prospective customer last week, and I walked through our customer journey mapping process – first you collect companies’ hypothesis and existing data, then go out to their customers to interview them in their places of work (they’re a B2B company), and finally bring that voice of the customer back to […].

Customer Journeys 87

Customer Journeys B2B Customers Data 87

InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. 5 Pieces of Advice from Our Customer Experience Speakers. #1: InMoment’s Global CMO, Kristi Knight , took us through the evolution of customer experience (CX).

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

GetFeedback

JANUARY 19, 2020

Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program. Customer service agent notes and messages.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Heart of the Customer

MAY 1, 2019

This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research. The post How a 10-page Report Can Help You Win Your Customer appeared first on Heart of the Customer.

Report 104

Report Customer Journeys B2B Customers 104

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Heart of the Customer

JANUARY 8, 2021

As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience. The post Fun Read/Flawed Approach (Book Review) appeared first on Heart of the Customer.

Customer Journeys 88

Customer Journeys Customer Experience Customers Customer Voice 88

Michelli Experience

MAY 15, 2018

I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. This week I will focus on the Don’ts of Customer Experience and next week the Do’s. 5 Things You Should Not DO in the Name of Customer Experience.

Customer Experience 138

Customer Experience Customer Journeys Touchpoint Employee Engagement 138

Heart of the Customer

MAY 2, 2019

This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research. Using Video to Bring the Customer Experience to Life appeared first on Heart of the Customer.

Customer Journeys 89

Customer Journeys Video B2B Customer Experience 89

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. Lack of good data.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. The post Develop a Killer Metric to Drive CX Action appeared first on Heart of the Customer.

Metrics 98

Metrics Customer Journeys Customer Focused Management 98

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Heart of the Customer

MARCH 28, 2019

You can read more about our book at [link] Mapping the Right Journey At Heart of the Customer, we recommend starting a journey mapping project by answering these five questions: What is the business problem or opportunity behind mapping? […]. appeared first on Heart of the Customer.

Customer Journeys 89

Customer Journeys Customers Customer Voice Customer Engagement 89

CX Journey

JULY 10, 2014

and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. If you''re going to listen to each of these voices, then you need to use the data in a meaningful way. Data must be centralized.

Data 177

Data Customer Experience Customer Journeys Analysis 177

Maru Group

MAY 30, 2019

In the past year, we have seen an increasing number of organizations undertaking customer journey mapping (CJM) programs. While this statistic is based on a qualitative assessment, as many as half of the CX leaders we work with admit to not infusing their customers’ perspectives into their CJM engagements. Removing Bias

Customer Journeys 40

Customer Journeys Exercises Insurance Resources 40

Maru Group

MAY 30, 2019

In the past year, we have seen an increasing number of organizations undertaking customer journey mapping (CJM) programs. While this statistic is based on a qualitative assessment, as many as half of the CX leaders we work with admit to not infusing their customers’ perspectives into their CJM engagements. Removing Bias.

Customer Journeys 40

Customer Journeys Exercises Insurance Resources 40

Heart of the Customer

JANUARY 10, 2019

In preparation for the upcoming Customer Contact Week, CCW shared their special report on journey mapping with me. Given our focus and expertise on journey mapping, I’m commonly asked to review these types of reports. The post Journeys are for Action, not Maps appeared first on Heart of the Customer.

Customer Journeys 79

Customer Journeys Report Customers Customer Voice 79

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

CX Journey

OCTOBER 25, 2016

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox?

Tools 80

Tools Customer Journeys Customer Centricity Touchpoint 80

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? They ask, “How will this impact the customer?

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. If your employee experience is bad, it will be very difficult for employees to delight your customers. For you and for the customer. It appeared on their blog on January 7, 2016.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization. You don’t know why your customers churn.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90