ClearAction

DECEMBER 31, 2017

What is Customer Experience Strategy? Lynn Hunsaker. Is “customer experience strategy” like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels that way. Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth.

Strategy 79

Strategy Customer Experience Customer Journeys Net Promoter Score 79

Genroe

DECEMBER 31, 2017

As noted in the title, this HubSpot CRM review is by an actual user – it’s not one of those robo comparisons that are becoming so common. We’ve been using the HubSpot Marketing and CRM system for about 4 months and the more we use it, and the more we uncovered little features here and there, […]. The post HubSpot CRM Review (By an Actual User) appeared first on Genroe.

CRM 77

CRM Comparison System Marketing 77

ClearAction

DECEMBER 31, 2017

What is Customer Experience Value Creation? Lynn Hunsaker. Customer experience value is seldom quantified from the customer’s viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Even so, we still may not be sizing it up from their perspective. Customer experience value creation occurs when you empower customers to achieve their goals with greater satisfaction in a win-win approach.

Customer Experience 73

Customer Experience Customer Journeys Innovation Policies 73

Magellan Solutions

DECEMBER 31, 2017

Before we delve into the importance of concept design to the product design and development process of businesses, it is imperative that we define it first. The Danish agency FORA defined concept design as “the solution to a problem that has not yet been solved or which so far has been solved unsatisfactorily.” According to Geoff Hedges, the founder of the CAD-focused blog creo.ptc.com, concept design is “a specific phase of the design process, within the product development pr

User Experience 56

User Experience Innovation Software Resources 56

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? Lynn Hunsaker. What more could you wish for than 288% higher lifetime value of your key accounts? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers.

Customer Experience 54

Customer Experience Exercises Customer Experience Management Customers 54