CX Journey

SEPTEMBER 8, 2016

Think about your interactions with companies like Southwest Airlines, Zappos, or Ritz-Carlton; these companies have created intentional cultures of employee experience, happiness, and engagement first because they know that if their employees are miserable, their customers will be, too. How do we do that?

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience.

Tips 182

Tips Culture Exercises Feedback 182

Lumoa

FEBRUARY 9, 2023

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

Chief Customer Officer 52

Chief Customer Officer Self Service Effort Score Metrics 52

Customer Bliss

DECEMBER 13, 2016

He focused on four major items: A quantitative assessment of what mattered and what didn’t matter to customers. Qualitative interviews – to put the story of the experience in the customers’ voice. Understanding employee views and needs with both qualitative and quantitative approaches. The Plan For Action.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Operational Benefits. Level 3: State of The Art.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. View the customer conference as mini-CX journey. We took steps to streamline the registration process, which also served as the focus in our employee engagement plans.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

ClearAction

AUGUST 29, 2015

Addressing one at a time can help you save one customer at a time from defecting to your competition. Why ROI Requires the Other 2 Action Types: (A) When one customer voices something, you can bet that they represent dozens or thousands in your customer base. (B) Retained customers may or may not offset the investment.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

Lumoa

MARCH 20, 2018

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ijgolding

JANUARY 17, 2017

Do you know if your own people are engaged in what you are supposed to be doing for your customers? Customer Experience Culture – Customer Experience communication and engagement. Are your own people advocates or ‘fans’ of what you are supposed to be doing for your customers?

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Lumoa

MARCH 20, 2018

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Second to None

SEPTEMBER 18, 2018

This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service. One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center.

Call Center 48

Call Center Effort Score Net Promoter Score Voice of Customer 48

Lumoa

OCTOBER 31, 2018

HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Too many organisations are still focused on ‘making money first’, with the customer coming a distant second.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

SurveySparrow

JULY 21, 2021

So if you want an online survey software that can help you improve the experience in your product, employee, and customer journeys, SurveySparrow is just what you need. Survey features: Survey Genius scores, granular randomization, 200+ templates, multilingual surveys, text analysis, custom variables. #4: There is none.

e-support 52

e-support Social Media Survey NPS 52

Verint

AUGUST 1, 2017

Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. This series will explore a wide variety of topics, including employee engagement, workforce optimization and voice of the customer, as well as security, fraud and compliance.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

Verint

JUNE 7, 2017

Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees.

Conference 32

Conference Engagement Customers Interaction 32

Avaya

JUNE 18, 2018

The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. There are two types of Speech Analytics applications.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

Russel Lolacher

OCTOBER 10, 2022

So when I asked the question, well, “who’s capturing the voice of the employee, as we’re going to create this new product development in conjunction with the customer voice?” No, HR is not journey mapping the employee experience the way we do with CX. So that’s important.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Second to None

MAY 3, 2018

Creating distinct process for the different channels in which customer interactions take place will help show to consumers that your team is dedicated to providing value along each step of the customer journey, as well as help to keep each employee engaged for every one of these interactions. 1] [link]. [2]

Interaction 59

Interaction Strategy Voice of Customer Brands 59

Confirmit

MAY 29, 2018

Voice of the Customer programs are proven to help organizations retain customers, build better products, deliver better services, and systematically understand customer experience in order to drive change. Understand your customers’ expectations better. Voice of the Employee.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40