Experience Investigators by 360Connext

JUNE 29, 2015

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences , journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we mapping for the purchaser of our product or the person who decides the purchase is acceptable?

Customer Journeys 110

Customer Journeys Social Media Exercises B2B 110

ShepHyken

MAY 27, 2019

As customers use their smartphones for more and more business, it is incumbent to give customers confidence that they are dealing with safe and secure companies. Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees.

Customer Journeys 106

Customer Journeys Customer Service Employee Engagement Exercises 106

Strativity

JULY 11, 2016

Over the past 10 years, Customer Journey Mapping has been a critical part of strategically transforming an organization’s customer experience. Taking part in a cross-functional journey mapping workshop can be exciting, fun, and inspirational.

Customer Journeys 40

Customer Journeys Touchpoint Exercises Healthcare 40

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers and to your employees!

Communication 178

Communication Tips Customer Journeys Customer Experience 178

CX University

SEPTEMBER 27, 2018

(If you don’t know what I mean, then please watch this short parody, Microsoft Re-designs iPod Packaging for a hilarious reminder of why customer empathy is important at every step of the customer journey, starting with Marketing.). But among the cases we studied there were very different approaches to engagement.

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Qualtrics

JANUARY 31, 2019

Employee journey mapping is a great way to help you identify the moments that matter most to your business and to your employees. As you start your journey mapping process, keep these common pitfalls and best practices in mind to ensure success. DO… Look at each phase from multiple angles. HRIS owner.

Customer Journeys 33

Customer Journeys Employee Experience Employee Engagement eBook 33

Experience Investigators by 360Connext

JUNE 4, 2015

This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. The customer craves a truly seamless omnichannel experience.

Omni-Channel 110

Omni-Channel Customer Journeys Exercises Social Media 110

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000. Employee engagement hovers around 9,000. That says a lot. So recently I started a little game.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. If your organization is ready to begin aligning your employee experience with the new world of work, here a few quick strategies you can use to get started: 1.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

Experience Investigators by 360Connext

JUNE 23, 2020

Without empathy around that person and that experience, you don’t only risk missing an opportunity to make your customers’ and employees’ lives better… you risk directly making them worse. For the sake of your teams and your customers, just remember these four words: Empathy is an action.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Alida

MARCH 8, 2018

For many companies, the first step to providing a more seamless and personalized experience at scale is to create customer personas. Our customer experience team recently embarked on an exercise to create our own personas. To that end, we’re planning on using these personas more visible in our customer journey mapping.

Customer Journeys 150

Customer Journeys Exercises CRM Feedback 150

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

CX Accelerator

DECEMBER 31, 2018

Find a way to measure employee engagement and hold the Supervisors accountable to this It sounds like they take measures and their accountabilities seriously…make them focus on this! Nate recently turned me onto OfficeVibe which can help you measure employee engagement. She even includes several exercises in the book.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Bold360

MAY 5, 2020

They’ve already been doing a lot of the day-to-day practices and exercises that COVID-19 requires. Number one, customer journey maps. Get your group together immediately and do an updated quarterly customer journey map. Ask yourselves: How do customers become aware of us?

Customer Journeys 87

Customer Journeys Loyalty Programs Roadmap Exercises 87

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. It was a really cool experience from both sides of the conversation aligning the efforts, but also acknowledging that not just CX teams have a role to play in the customer journey."

Tips 296

Tips Culture Exercises Feedback 296

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. I’m suggesting you do the following before engaging in these exercises.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

Qualtrics

NOVEMBER 24, 2020

In order to master employee experience , you must listen to your people at each stage of their journey with your organization. To do so you first need to map that journey, an easy and impactful exercise that reveals opportunities for improvement and optimization. What is the employee journey?

Customer Journeys 48

Customer Journeys Employee Experience Employee Engagement Survey 48

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. If we’re doing it right, we are creating companies full of employees focused on CX.

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. If we’re doing it right, we are creating companies full of employees focused on CX.

Tips 182

Tips Culture Exercises Feedback 182

Maz Iqbal

OCTOBER 16, 2014

According to the authors these are the four critical dimensions that businesses need to master to generate sustainable and significant improvements in CX excellence: A business is mobilised around a common vision; Customer journeys are mapped and prioritised for change; Measurement is owned by the frontline and linked to actions; and.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

CX Journey

SEPTEMBER 8, 2016

So it's important that we listen to employees and find out what's keeping them from being able to delight customers. Voice of the Employee programs consist of many different types of listening posts, including: employee engagement surveys, employee satisfaction surveys, culture assessments, transactional/event-based surveys (e.g.,

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Maru Group

FEBRUARY 19, 2020

Customer journey mapping is also an important tool for utility providers, as it ensures new programs and initiatives are achieving consumer goals. This exercise was instrumental to the success of the smart city initiative undertaken by Colorado Springs Utilities (CSU).

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

CX Journey

SEPTEMBER 1, 2015

Too many executives have the mindset that they'll focus on the employees and their experience "later." Without your employees, you have no customer experience. The linkage between customer experience and employee engagement has been proven. It's real, and your employees matter! This isn't healthy.

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

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

delighted

MAY 26, 2023

This is specifically useful when you want to take steps to rectify poor experiences across the customer journey. and 40% of your respondents answered with a simple “No,” understanding why they would not shop again is necessary to make things right and reduce customer churn. Gain a deeper understanding of your employees.

Examples 85

Examples Tips Survey Feedback 85

Qualtrics

JUNE 11, 2019

Employee personas help you to design experiences around a handful of distinct employee types, making it much more efficient and cost-effective to create more personalized experiences that are likely to resonate with employees. 6 steps to designing your employee personas.

Customer Journeys 33

Customer Journeys Exercises Employee Experience Groups 33

ProProfs Chat

JULY 30, 2021

c) Create your customer journey map and ensure that you collect their feedback at every touchpoint. For example, a survey question “Do you exercise regularly?” For example, your employees may be reluctant to answer a non-anonymous employee engagement survey. Social Desirability Bias.

Survey 52

Survey How To Customer Journeys Social Media 52

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. Evaluate (and prevent) the risk of your customers churning.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

Experience Investigators by 360Connext

FEBRUARY 18, 2020

What makes this course great: It's focused, detailing 3 crucial customer service skill sets. It comes with supporting exercise files to help you retain what you learn. This course does exactly what the course description promises, offering a wonderful foundation to customer service. Learn how to create a customer journey map.

Course 35

Course Training Customer Journeys Customer Experience 35

Beyond Philosophy

MAY 19, 2015

By combing through their data banks, they could identify these future parents, estimate their due date, and “target” them to be loyal Customers. For a more detailed account of how Target achieved this exercise, read the full story here. #2: In many ways Customer Experience is like an iceberg.

Exercises 60

Exercises Employee Engagement Analytics Groups 60

Maz Iqbal

OCTOBER 10, 2014

Let’s listen (bolding mine): … HR are seen as playing a role in implementing some customer journeys, but are not genuine partners in the overall strategy. Putting in place a progressive customer governance, which unites marketing, operational and HR professionals, is an important consideration … Is that enough?

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

SmartKarrot

JULY 26, 2021

For CX transformations, it is very important to identify the things that matter most to the customers. Have a clear understanding of the different aspects of customer experience that can create value – operational efficiencies, financial returns, and enhanced employee engagement and outcomes.

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. This is because as customers navigate the different channels to solve for a specific query (such as web, mobile, IVR, chat, voice, etc.,) Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ijgolding

JANUARY 17, 2017

Many types of maturity model exist – this is the one used by Forrester: The maturity model concept allows the management of Customer Experience to become a sustainable and indefinite exercise – using Forrester’s terminology, for your Customer Experience Culture to be ‘Systematic’ – and remain so – will require constant effort and monitoring.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. ” The Humana customer experience lab. One of the major justifications for the $4.4M

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Lumoa

APRIL 24, 2018

This will give you the intel on how to take action to improve your relationship with the customer and improve their experience. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. You won't be able to see a complete picture of your customer experience without looking at all metrics.

System 338

System Effort Score NPS Net Promoter Score 338