Q&A From My CXPA Webinar: From Journey Mapping To Journey Management

Kerry Bodine

I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey. I hope you’ll find the answers below helpful on your path to journey management.

360 Degree Feedback Examples: Process & Benefits


One of the most powerful things any community can do to improve themselves is to give and receive honest feedback. Thankfully, organizations can solve this problem using a simple tool: 360 degree feedback. Giving and receiving good feedback is a very tricky exercise.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The Value of Open Ended Feedback

Vision Critical

If someone asks if you like vanilla, chocolate or strawberry ice cream best – and your answer is that you don’t like any of those because you’re lactose-intolerant – you can immediately see how limiting survey questions without opportunities for open-ended feedback are. When customers have the opportunity to provide feedback in their own words, they are more candid. When they looked at the open-ended feedback associated with the responses, however, it told a very different story.

Keeping Employees Connected in an Uncertain World with Feedback


Now more than ever, keeping the lines of communication open are essential, and eliciting feedback makes this possible. . When done right, employee feedback can affect real change throughout your organization. But all too often, companies miss the mark, not making time for feedback.

Keeping Employees Connected in an Uncertain World with Feedback


Now more than ever, keeping the lines of communication open are essential, and eliciting feedback makes this possible. When done right, employee feedback can affect real change throughout your organization. But all too often, companies miss the mark, not making time for feedback.

Product Feedback: Ultimate Guide – How to Gather, Analyze & Share


How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. In this guide Part 1: Different type of product feedback and how you can benefit from them Part 2: How to improve your product feedback strategy Part 3: Analyzing product feedback Part 4: How to share product feedback with others Conclusion. I spent the last 5 years building Thematic , a customer feedback solution.

How to Deal with Negative Customer Feedback When It Feels Personal


The floor manager gave me a pep talk: “Don’t worry, she’s a horrible person. Though the customer had only needed one look to get under my skin, the floor manager’s words rolled right off me. Similarly, explanatory style can be beneficial in careers with a lot of negative feedback. Some people were managing, but for most it was too much. Sounds like a pretty useful skill to have for people who deal with a lot of negative feedback, right?

#CXSecrets: Collecting Feedback IS a Touchpoint


Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. In this edition of #CXSecrets , I will reveal why it is essential to include customer feedback collection as a part of your overall customer touchpoint map, as well as a few quick tips for optimizing the feedback collection experience. Optimizing the feedback collection experience.

Customer Experience Best Practices: Change Management (1 of 2)


Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. As in any management situation, it helps to have a structured process to achieve your desired outcome. Here are a few: Ignored Customer Feedback: If you haven''t prepared your people for the change, your implementation just might receive the dreaded “not in my job description” response. Balance the customer feedback.

The Beginner’s Guide to Employee Feedback Surveys


If you care about your customers, then customer feedback helps you understand their likes, dislikes, their opinion about your product, and so on. If you care about your employees, then it is imperative that you conduct employee feedback surveys as well. Feedback from employees can help you figure out how the office environment is, changes that can be made internally, etc. 82% of employees appreciate giving feedback, whether it is positive or negative.

3 things you need to do to get up to speed as a new product manager


Product management is about thinking about high level business goals, detailed user requirements and everything in between. I joined Kayako a few weeks ago as our first product manager. Because of the stage the company is at, there hasn’t been a thought out product management process either. Find out where the company is going financially, so you understand how to prioritise features and manage release pressures. How does feedback get managed?

200+ Survey Question Examples For Your Feedback Forms

ProProfs Chat

How to Gather Feedback. #1 In this section, we have covered sample survey questions for customer satisfaction and customer feedback. You can frame the standard customer satisfaction survey questions for your feedback forms using these sample customer satisfaction survey questions. Customer Feedback Survey Question Examples. Customer feedback surveys are targeted towards the most recent transaction a customer has with the brand. 8 How to Gather Feedback.

A Beginner’s Guide to Customer Data: Definition, Types, Collection, and Management


They share this information on various channels, e.g. in your website, mobile apps, feedback, surveys, social media, etc. Customer Data Management. Having understood the different types of data, let us now understand how its management works.

Data 52

How to Incorporate NPS Feedback into Your Product Roadmap


Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Leverage Each Category of Customer Feedback. Whether we refer to Promoters, Passives or Detractors, each of them has valuable feedback to offer that can be transposed into your product roadmap. Leverage Each Category of Customer Feedback.

Employee feedback examples using formal, informal, and constructive techniques


By developing our feedback muscles and making it a shared accountability to be great at delivering and receiving feedback, we can create distinctive employee experiences. Feedback can be simply defined as the ways in which we relate to others and how we give each other information about our experiences working together. Teams use many combinations of informal and formal feedback systems to connect, align, and accomplish their goals.

6 Important KPIs That Training Managers Should Track in 2020


In the same way, the manager in your organization carries a lot of influence and affects the behavior of the employees whose effects will trickle down to the organization. Measuring the effectiveness of training for managers is important because you need to be aware of it.

Why is everyone talking about closed loop feedback system? Why you should too!


Getting feedback from customers is usually about collecting a bunch of data, usually just for market research and not always do you find companies making changes based on the feedback that is received, which makes it an open loop system. The outcome of such an exercise is not necessary to make changes because of which there is no improvement in the present situation. A business must realize that when a customer gives feedback, they have opened a channel of communication.

Top 12 Customer Success Manager Interview Questions to consider!


Businesses are keen to hire the candidate who can exceed their expectations of a customer success manager (CSM) role. There are some basic skills in a CSM you may want to check through customer success manager interview questions. But sticking to the present topic let’s jump straight to the top 12 customer success manager interview questions. Customer success manager is a role that usually exists in Software as a Service (SaaS) based industry. Source.

How to Balance Intuition in Customer Experience Management and Sales


If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. And sales reps have to forecast all of those outcomes internally: first to a manager, who rolls it up to a supervisor, who rolls it up to another supervisor, who submits it to a VP, who shares it with leadership. Collecting customer feedback—and in this particular scenario, prospect feedback—can help.

Sales 58

Your Sales Managers Are Too Busy to Read This

Integrity Solutions

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. Ask a roomful of people to raise their hands if they know that regular exercise delivers health benefits, and without fail, every hand will go up. But this isn’t an article about exercise. Sales managers have a stressful job. If it’s so important, why aren’t more sales managers in your organization coaching their people?

Sales 50

Master the skills of a Client Success Manager, be wildly successful in this economy


Ever since the boom of the SaaS industry in the past decade, client success and client success manager skills has become the key strategies of the companies who want to maintain a long term relationship with their customers. This role is now widely known as customer success manager (CSM). The whole steps taken for this exercise are shown in the below exhibit. Customer Success client success manager Customer Success Manager SaaS Industry

Performance Management Has Evolved: Balance is Critical

North Highland

Performance management is an ongoing exercise between a supervisor and an employee to ensure that the employee is equipped to and, is in fact helping, the organization meet its goals. When structured effectively, performance management has tremendous strategic potential. Yet, from these challenges, we also believe there are several opportunities for organizations to optimize performance management by striking a balance between the old and the new.

Spooky Review Strategies & Halloween Reputation Management Horror Stories


This Halloween, our own Garrett Sussman joined forces with Greg Gifford ( @GregGifford on twitter) and Claire Carlile of Claire Carlile Marketing ( @ClaireCarlile on twitter) to drive a stake through the heart of review management fears. Negative feedback can be hard to take! Feedback from trolls, whose primary goal is to get an emotional rise out of you, can be even harder. This is an exercise in how NOT to respond to a review. Are you scared to ask for reviews?

Why Customer Lifecycle Management is Important for Enterprise Organizations


What Is Customer Lifecycle Management? Customer Lifecycle Management (sometimes referred to as “CLM”) is the process of mapping out the entire customer journey and then associating specific lifecycle stages to individual metrics. For companies of all sizes, Customer Lifecycle Management is a way to ensure nothing slips through the cracks when it comes to managing and serving customers. How To Get Started With Customer Lifecycle Management.

10 Best KPIs for every Sales Manager to Track Team Performance like a Pro!


Sales managers might feel as if they are getting a lot done but they will be going nowhere if they don’t measure their efforts. That’s why having KPIs is important for salespeople so that sales managers can keep them accountable. Benefits of tracking KPIs for Sales Managers. KPIs are used as the primary reason for measuring and managing salesperson performance by the sales managers. Measuring top KPIs have the following benefits for the sales manager.

Remote Customer Service: How to Successfully Manage Teams that Work Off-site


In other words, would building and managing a remote customer service team be worth the effort? And how can brands effectively manage performance from afar? If you’re looking to shift some of the burden of managing offsite workers, outsourcing is the way to go. Slack ) bridge the distance between remote agents, and between agents and managers, to strengthen team cohesion and make coaching and training easier and more effective.

5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE inContact

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap. 4) Create a feedback mechanism. Work with the evaluators to identify how to act on the findings and create a feedback mechanism to the relevant parties.

The Commitment Quadrant

Customer Enthusiast

Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment from most training programs. diet, exercise, smoking, using sunscreen, using contraceptives, etc.). Communication customer feedback performance management The Commitment Quadrant Training

4 Customer Centricity Lessons From My Visit to Costco


Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. To an on-the-fence new customer, early interaction with your customer experience is an exercise in discomfort. Manage expectations throughout the pitch. It’s been an eventful couple of months on the personal front. My wife and I bought a house. Gasp! ) We moved into that house. Double gasp! ) We have mortgage payments.

How to Leverage What You Do Right!

Service Untitled

I ultimately picked a business that did both ongoing training and solicited customer feedback. This was important to me because it told me that employees were put through a structured training program (I didn’t want them dropping my TV) and if they asked for customer feedback, they were probably more likely to respond to customer issues. Behind the Scenes Exercises/Resources Little Things, Big Differences

Guest Post: 5 Inevitable Tips That Can Ensure a Superb Customer Experience


The firm provided it for free to policyholders who performed the planned exercise regularly for two years. Consumers who completed the exercise target for the month did not have to pay the watch’s monthly installment.

Why it’s Still Qualtrics – Vicki Tisdale – Sales Manager – Provo, UT


It also allows them to help you address your gaps, so you’ve got to be open to receiving that feedback in order to grow. When I was interviewing, I’d missed meeting some key hiring managers. In it, I included how I – as a person – aligned with each of the company values, our TACOS, which was not only an enlightening exercise but further proved that Qualtrics was where I had to be.

Sales 20

3 Ways CloudCherry Improves Customer Experiences Through Predictive Analytics


A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Respond – close the loop on customer feedback and improve customer experience. Putting these action items in play closes the loop on customer feedback and drives improvements across the journey. Understanding how your customers feel can be a bit of a nebulous exercise.

NPS 212

3 Ways CloudCherry Improves Customer Experiences Through Predictive Analytics


A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Respond – close the loop on customer feedback and improve customer experience. Putting these action items in play closes the loop on customer feedback and drives improvements across the journey. Understanding how your customers feel can be a bit of a nebulous exercise.

NPS 210

Stop Looking at Channels for the Best Omnichannel Experience

Experience Investigators by 360Connext

In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. But if mapping is handled as an exercise in channels , the experiences will continue to be disjointed, inconsistent and frustrating! Having personas , understanding your customers, and staying close to the feedback they provide you all help you determine which scenarios are the most important to explore and test.

Bridge the Gap of Customer Experience Perception - Transforming the Customer Experience

Kristina Evey

Each specific situation may dictate a completely different model than another, but the key is to get the feedback from as many customers as possible to get a true feeling of how they feel your company works with them. Going through this exercise takes some planning and time, but the insight gained will be worth every bit of effort. Culture Customer Experience Management Leadership Perception

Use Company Values to Power Employee & Customer Experience


This is a big-picture exercise examining your company values, the people you hire, the products and services you create, and the way you conduct business every single day. Failure is feedback. And some of the best feedback we get is from failure.