Experience Investigators by 360Connext

MAY 26, 2020

A customer journey map is from the customer’s perspective, and focused on their actions, feelings, thoughts and needs. Customer Actions. Frontstage Actions. Backstage Actions. Map the Frontstage Actions. Frontstage actions are all about what the customer sees and interacts with along the journey.

Customer Journeys 143

Customer Journeys Net Promoter Score System NPS 143

ClearAction

JUNE 25, 2023

First, shared vision and coordinated actions are top success factors for sustained, urgent momentum in experience improvement. Isn’t that job description better for productivity and retention? Request a rapid action template session to kickstart progress in any area. ClearAction.com/experience-leadership-mastery Why?

Leadership 62

Leadership Touchpoint Course Employee Experience 62

One Millimeter Mindset

OCTOBER 18, 2018

Why do initiatives on retaining customers still feel like a bunch of isolated actions? In this assembly line, Yesterday’s Age of Mass Production model, the customer ends up serving the organization’s business model. Or, if there is one, the actions involved disrupt the supplier’s business model.

Customer Retention 118

Customer Retention Resources Touchpoint Customers 118

Beyond Philosophy

OCTOBER 28, 2014

The four stages are Naïve, Transactional, Enlightened, and Natural. Area #1: Technology When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs. Enlightened and Natural companies have embraced this change and are leading the way.

Customer Experience 136

Customer Experience How To Multi-Channel CEM 136

Experience Investigators by 360Connext

JULY 7, 2020

Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. When engaging with your product or services requires extra effort from your customers, they’re less satisfied. Why Create Customer Journey Maps? They are also often widely misunderstood. What do you see?

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

Experience Investigators by 360Connext

MAY 20, 2015

” Isn’t it time to be one of the enlightened ones? I count my lucky stars when we get to work with enlightened leaders. They are enlightened enough to know that they don’t know it all. We bring insights in quick and actionable ways. The communication is always about action.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Guavus

NOVEMBER 21, 2019

However, new technologies eventually gain a foothold when mainstream customers adopt viable products that solve real-world problems, climbing the “slope of enlightenment” before ultimately reaching the “plateau of productivity”. The post Reaching 5G’s “Plateau of Productivity” appeared first on Guavus - Go Decisively.

eBook 52

eBook Analytics Innovation Technology 52

Beyond Philosophy

OCTOBER 28, 2014

The four stages are Naïve, Transactional, Enlightened, and Natural. When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs. Enlightened and Natural companies have embraced this change and are leading the way.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Clarivate

OCTOBER 26, 2022

Through this report, we produce new insights to enlighten and empower all stakeholders – governments, corporations and society – and drive meaningful sustainability impact today and for the future. As we look to build a better and more sustainable world, collective action is needed more than ever. Becoming part of the solution.

Report 52

Report Government Innovation Analysis 52

Gainsight

JANUARY 20, 2023

The importance of these phases is tied to the customers’ focus on the value they are getting from your product or service. If a customer has been successfully engaging with your products, they are a promising candidate to expand into other areas of your offering.

Customer Success 52

Customer Success Strategy Touchpoint Tips 52

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. What actions will improve our customer satisfaction ratings?

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Experience Investigators by 360Connext

JUNE 18, 2019

And as my newly-purchased products were shoved carelessly into plastic bags, I would think…ugh. The value of the product wasn’t worth the experience I endured. How can we share our values in words and actions so customers can feel good about working with us? The stores were cluttered and dusty. Why do this to myself?

Customer Experience 110

Customer Experience Brands Customers Survey 110

GetFeedback

DECEMBER 2, 2019

It’s up to customer-centric leaders to engage the right ways to measure, communicate and take action on it. Are you offering them experiences that earn those higher feelings of satisfaction and delight or are the scores so incredibly consistent they don’t really enlighten you with how your customers are feeling?

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Beyond Philosophy

OCTOBER 6, 2014

When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused. Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Kayako

JUNE 30, 2016

In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones.

Customer Service 163

Customer Service Handbook Training Customers 163

Kayako

JUNE 30, 2016

In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones.

Customer Service 156

Customer Service Handbook Training Customers 156

One Millimeter Mindset

OCTOBER 10, 2018

Then, professionally boring workplaces create consistently mediocre levels of quality and productivity. Employee productivity is “good enough” and product quality is “sufficient.” And these ideal clients enlighten our bored clients. Take action! Think about the customer experiences we create when we are bored.

B2C 69

B2C Customer Retention Customer Success B2B 69

BirdEye

AUGUST 3, 2023

When you want to understand your customers’ happiness, you can send them a CSAT survey to gather feedback on your products, services, or customer behaviors. Most questions in CSAT surveys are usually as follows: - On a scale of 1 to 5, how satisfied are you with our product/service? Actionability of feedback.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Customer Bliss

SEPTEMBER 5, 2019

In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. There was a need to be experience-focused rather than product-focused. Click To Tweet. 3 Steps to Solidify Your Foundations. Take Care of the Basics.

Culture 131

Culture Chief Customer Officer Leadership B2C 131

Experience Investigators by 360Connext

JUNE 11, 2015

Product development teams have ideas backlogged for months at a time. That’s why it’s crucial to be an enlightened leader and assess the situation realistically. Show your teams that they are heard and action is being taken, even if the action is “we can’t do that because…” 2.

Culture 110

Culture How To Leadership Social Media 110

Storyminers

MARCH 11, 2019

But according to Timothy Murphy, current General Counsel and former Chief Product Officer, “Priceless” is a concept that is intrinsically embedded in the company’s history and is applicable to a modern society influenced by the prevalence of social media connectedness. Guest Post by: Sara Carter, Co-Founder of Enlightened-Digital.

Marketing 113

Marketing Social Media Advertising Video 113

Gainsight

JUNE 21, 2022

When the Customer Success team or organization has cultivated a relationship of trust and developed a mature customer who finds value in your product, the customer will be open to gaining more from their partnership with you. Like most health data, NPS is also a lead indicator or prediction of present and future product adoption and growth.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

ClearAction

NOVEMBER 18, 2017

Metrics disparity among product lines, account teams, and functional areas will dilute what could otherwise be achieved if everyone pulls together. This is particularly evident when you consider that many customers buy multiple products, in multiple locations.

Metrics 67

Metrics Customer Experience Customer Experience Management Return on Investment 67

Education Services Group

OCTOBER 28, 2020

The purpose of this blog is to enlighten, not just people in the Customer Success practice, but anyone who is aspiring to achieve excellent business outcomes for their customers, thus, creating a strong relationship with them. When is the best time to lay down the action plans to achieve the end goals? Why is it Important?

How To 45

How To Chief Customer Officer Customer Success Customer Retention 45

Qualtrics

DECEMBER 10, 2020

Early on, Qualtrics built an industry-leading experience management platform that focused on the four distinct pillars of XM: brand experience (BX), product experience (PX), customer experience (CX), and employee experience (EX). Benefits of experience management. And XM is what enables them to make that paradigm shift. Get Started.

Management 52

Management Employee Engagement Employee Experience Culture 52

ChurnZero

DECEMBER 29, 2020

Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. 11 th Fastest Growing of G2 Products. How To Nail Implementation and Customer Success Handoffs.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Experience Investigators by 360Connext

OCTOBER 31, 2014

By playing on people’s fears, these “spooky” calls to action (CTA) act as subtle reminders the recipients might not know exactly what they’re doing yet. Usually it’s to research a product or learn something. They should enlighten, entertain or educate. June Microinteraction of the Month: 404 Page Call-To-Action.

e-support 197

e-support Social Media Consulting Customer Centricity 197

Gainsight

JANUARY 28, 2019

So you think you know your product… but just how deeply do you understand the value it provides? As a product leader, you’re the subject matter expert when it comes to your product. But as we all soon learn, the product is only part of the job. What problem(s) does our product solve? Take Marketo for example.

Roadmap 63

Roadmap Metrics Effort Score Analysis 63

One Millimeter Mindset

NOVEMBER 22, 2018

Your words, actions and values encourage me to stay the course, on your behalf. Because I was spending more time explaining “what I did not do” to colleagues and clients, than enlightening them about “what I am so very committed to continuing to do.” Purposefully, productively, profitably. Write my stuff.

Customer Retention 67

Customer Retention Sales Consulting Conference 67

NobelBiz

JULY 31, 2023

With the right call queuing system in place, you’ll witness improved call handling, reduced wait times, and heightened agent productivity. By analyzing patterns, such as frequent drop-offs after a specific wait time or recurrent issues being reported, call centers can gain actionable insights. The result?

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Beyond Philosophy

OCTOBER 6, 2014

When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused. Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused. Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

delighted

MAY 24, 2017

They can amplify your strengths, drive referrals, coach new users, and even help guide the product roadmap. Solicit feedback on upcoming products. Promoters tend to know your product better than anyone else, and will often have great insight into where the product could go in the future. Reach out to them.

Case Study 74

Case Study B2B Study Ecommerce 74

Gainsight

MARCH 7, 2019

There’s a best practice that sets apart the most successful products from the rest and it’s simpler than you think. This year was especially fun because not only was I there to learn, I was there to spread the word about our product experience platform, Gainsight PX. . Back in February, I attended SaaStr 2019 in San Jose.

Customer Centricity 49

Customer Centricity Feedback Social Media Roadmap 49

One Millimeter Mindset

AUGUST 13, 2018

The non-religious use of the term, Zen , describes a state of calm attentiveness in which one’s actions are guided by intuition rather than by conscious effort. Become more strategically insightful and enlightened, instead of remaining reactive and linearly-conditioned. Never miss another insightful post.

Customer Experience 53

Customer Experience Customer Retention Innovation Exercises 53

Experience Investigators by 360Connext

OCTOBER 1, 2014

They should enlighten, entertain or educate. June Microinteraction of the Month: 404 Page Call-To-Action. She likes to take videos with her trusty Apple products. Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Not disappoint like this one.

e-support 274

e-support Social Media Consulting Customers 274

ClearAction

JANUARY 16, 2016

Shift to Actionability: Here’s new wisdom for VoC — and for your overall customer experience strategy – and it’s not too late to change: shift your attention to actionability plans. At the same time, it enlightens the entire employee base to better anticipate customer expectations and reactions.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48