Journey Maps: Not an Exercise in Futility

CX Journey

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. customer experience journey mapping

A Statistical Exercise, NPS is Not

Promoter.io

With Rogue One upon us, we’d like to offer you some sage advice for avoiding the Dark Side of NPS… In a recent post, we showed you how Chime changed the scheduling of their surveys to better align with their customer lifecycle to drastically improve the accuracy of their results.

A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Who's Your Gladys?

This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! Best practices customer loyalty Customer Service customer service performance Lori Jo Vest Marilyn Suttle Taming Gladys customer service book customer service training

What Way Of Being Creates Access To Effectiveness In The Exercise Of Change Leadership?

Maz Iqbal

I found myself face to face with this truth, in a recent organisational context, where I find myself acting as an outside advisor on a Customer project. On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything.

Five Rules of Customer Observation for Greater Success

C3Centricity

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. Make customer observation everyone’s job.

Customer Journey Management – it’s not just about the mapping!

ijgolding

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! A collage of customer journey maps!

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence

C3Centricity

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1.

Even the Police Can Get it Right! Adopting a Customer First Strategy

C3Centricity

You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! They are customer centric. They have adopted a customer first strategy! Clearly not a part of a customer first strategy!

How to Embed a Customer Experience Framework 

ijgolding

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.

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Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. Train your employees to handle unhappy customers–and to win them back when things go wrong.

How to Identify Your Most Important Customer Touchpoints

GetFeedback

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family. Put yourself in the customer’s shoes. Leverage customer feedback. Add context to your customer data.

Epic Fail of Customer Journey Mapping — Part 2

CloudCherry

In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. Prioritize fixes based on value to the customer.

How to Pass the Customer Service Fitness Test

Who's Your Gladys?

Customer service is like exercise – do it right, and you’ll see results. Want to pass the customer service fitness test? Best practices customer experience technology Customer Service customer service performance Marilyn Suttle performance Who''s Your Gladys?

Five Ways To Plan For B2B Journey Mapping Success

Forrester's Customer Insights

Journey mapping can be an energizing and eye-opening exercise in customer empathy. age of the customer B2B B2B marketing customer experience measurement customer journey mapping employee journey

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How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

Comm100

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives.

5 things we learned developing customer personas

Vision Critical

Better customer experiences drive repeat business—but how do you deliver a great experience without knowing your customers first? For many companies, the first step to providing a more seamless and personalized experience at scale is to create customer personas.

The ABCs of PCT and Its Critical Role in Outstanding Customer Experiences

Michelli Experience

One organizing concept has proven to have a considerable amount of value when it comes to thinking about and constructing outstanding customer experiences. For our purposes, here’s how it relates to the relationships we have with our customers. Long ago I received my Ph.D.

What’s Your Customer’s Panic Question?

Myra Golden

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask.

10 Ways to Improve your Customer Success Strategy

Kayako

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? Are there aspects of your customer touchpoints which can be tech touch?

Customer Experience Design: 3 essential (design) skills for creating a great customer experience

ijgolding

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world.

How to Build a Seamless Customer Experience

Customer Bliss

A seamless customer experience gets delivered when you answer the questions your customer is asking. Let’s focus on the role that customer journey maps play in a seamless customer experience. Establish a framework for delivering a seamless customer experience.

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Does Your Business Pass the Customer Service Fitness Test?

Who's Your Gladys?

Customer service is like exercise – do it right, and you see results. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test? The post Does Your Business Pass the Customer Service Fitness Test?

To Sell is Human Summary and Review

Service Untitled

We believe that sales should be consultative and should focus on helping customers choose the right combination of products and services and we wanted this book to help explain that. 0-3 employees) and entrepreneurs spend much of their time selling, whether that’s dealing with customers, enticing partners, negotiating with sellers, or motivating employees. Gallagher, Book Reviews Customer Service Experience Exercises/Resources

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Customer Understanding: The Cornerstone of Customer-Centricity

CX Journey

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?

Customer Understanding: The Cornerstone of Customer-Centricity

CX Journey

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?

Book Review: Roadmap to Revenue

Service Untitled

I just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). The book was written by Kristin Zhivago, a Revenue Coach and worldwide speaker who helps CEOs and entrepreneurs understand what customers really want and how they want to buy.

2019 XM Trends From Qualtrics Thought Leaders

Experience Matters

It was a great exercise. We have some amazing people across Qualtrics who regularly help organizations master all aspects of XM: Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), and Product Experience (PX). The post 2019 XM Trends From Qualtrics Thought Leaders appeared first on Customer Experience Matters®. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends!

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How “T-Rex Arms” Help Uncover Rich Customer Insights

Kerry Bodine

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. points to interesting sticky notes and gets the customers to explain what makes that touchpoint useful, or why they hate it, or what could make it better.

Customer Experience Benchmarking: beware how you use it!

ijgolding

In fact, I am NOT a fan of benchmarking Customer Experience measurement in general. I have been quoted many times as saying that whilst many businesses measure the Customer Experience in some way, most do so rather badly. The post Customer Experience Benchmarking: beware how you use it!

Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. But first – What is a Kick-Ass Customer Experience Anyway?

3 Ways CloudCherry Improves Customer Experiences Through Predictive Analytics

CloudCherry

Predictive analytics offers a unique benefit in that they allow a company to preemptively know what a customer is going to want, feel, or do within a product or application. Respond – close the loop on customer feedback and improve customer experience.

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Leadership Lessons from Steve Jobs

Service Untitled

This isn’t related to customer service as strictly as most of the other posts here on Service Untitled, but as I was typing this up, I figured I’d post it here because some folks might get some value out of it. Culture Exercises/Resources Little Things, Big Differences

3 Ways CloudCherry Improves Customer Experiences Through Predictive Analytics

CloudCherry

Predictive analytics offers a unique benefit in that they allow a company to preemptively know what a customer is going to want, feel, or do within a product or application. Respond – close the loop on customer feedback and improve customer experience.

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How to Track Customer Effort for Every Transaction

Kayako

Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted.

Customer Journey Mapping Workshop in November!

Kerry Bodine

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners.

Customer Journey Mapping workshop in November!

Kerry Bodine

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners.

Customer Journey Mapping workshop in November!

Kerry Bodine

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners.