Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled. Myth 1: I’ve mapped once; I’m done.

Customer Journeys 203

Customer Journeys Touchpoint Customers Interaction 203

Seaton CX

FEBRUARY 7, 2024

What’s the difference between a customer journey map and a process map? This question comes up when I’m journey mapping with Customer Experience (CX) leaders and we bring other departments into the project. We had to explain how customer journey mapping was different from process mapping.

Customer Journeys 59

Customer Journeys Social Media Customer Service Representative Interaction 59

GetFeedback

DECEMBER 17, 2018

Customer service and customer feedback go hand in hand: to provide the best service possible, you need insight from your customers. This means using the right customer surveys, in the right places, at the right times. Place the survey in the right customer journey milestones. Use unbiased language.

Customer Journeys 223

Customer Journeys Survey Net Promoter Score Effort Score 223

Seaton CX

JANUARY 17, 2024

Before you invest in creating a customer journey map, there are a few questions you should ask yourself. You’re challenged to control or reduce costs while simultaneously improving agent retention and customer satisfaction—in an environment of rapid technology innovation and evolving customer expectations.

Customer Journeys 52

Customer Journeys Contact Center Comparison Exercises 52

GetFeedback

AUGUST 14, 2019

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). What does it really mean?

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

ijgolding

FEBRUARY 6, 2017

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience.

Customer Journeys 156

Customer Journeys Management Exercises Customer Experience Professionals 156

CX Journey

NOVEMBER 21, 2018

Did you know that journey maps are more than a tool? I've written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping 6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is just a tool.

Customer Journeys 105

Customer Journeys Guidelines Tools Analysis 105

CX Journey

FEBRUARY 13, 2019

age courtesy of Pixabay Do you know why it's important to digitize your journey maps? In the past, I've written about some of the myths of journey mapping. One of those myths was: Without a digital mapping platform, I can't even begin to map. I think this is often why maps fail.

Customer Journeys 97

Customer Journeys Touchpoint CRM Software 97

CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. Ultimately, it’s all on leadership.)

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. Employees aren’t empowered with the right training and means to proactively engage with customers.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Analytics 170

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. Employees aren’t empowered with the right training and means to proactively engage with customers.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Analytics 170

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

CX Journey

FEBRUARY 13, 2019

Image courtesy of Pixabay Do you know why it's important to digitize your journey maps? In the past, I've written about some of the myths of journey mapping. One of those myths was: Without a digital mapping platform, I can't even begin to map. I think this is often why maps fail.

Customer Journeys 80

Customer Journeys Touchpoint CRM Software 80

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. In order to be that catalyst, maps have to be actionable. There are a lot of reasons to bring data into your maps.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Make Customer Experience a Priority .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

CX Journey

NOVEMBER 29, 2017

Research shows, 70 percent of transformation efforts fail, often caused by change fatigue. Customer experience management is all about change management; that also means that it's all about change. At least that's what your customers are hoping for. You've listened to customers. You've mapped their journeys.

Policies 124

Policies Customer Experience Professionals Employee Experience Customer Experience 124

BlueOcean

OCTOBER 10, 2016

Think back, for a moment, a time when you made a purchase of a product, service, or membership that has, for any number of reasons, caused you stress. But in the end, you decide to make the dreaded call to customer service. No matter what action you take, the point is that your journey as a customer started before you made that call.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

CX Journey

JUNE 9, 2016

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? Earlier this week, I wrote about how eye opening journey maps and journey mapping workshops are. A couple years ago, I wrote a popular post titled 18 Reasons to Map Customer Journeys.

Customer Journeys 80

Customer Journeys Policies Customer Voice Customers 80

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

SurveySparrow

FEBRUARY 9, 2024

Every customer who comes to you has a unique story that influences their journey and impacts their purchase decision. Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible? Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible?

Customer Journeys 52

Customer Journeys Marketing Social Media Brands 52

AWS Machine Learning

APRIL 25, 2023

Performing an intelligent search on email interactions with coworkers can help find answers to questions, thereby improving employee productivity and enhancing the overall customer experience for the organization. On the Set field mappings page, you associate or create a mapping of the required data source fields with fields in your index.

Data 65

Data Examples How To Groups 65

CX Journey

JUNE 17, 2019

In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. Ultimately, it’s all on leadership.)

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Let’s get started. What’s NPS All About?

NPS 78

NPS Survey Net Promoter Score Effort Score 78

inQuba

JULY 3, 2022

Why deep customer insight is at the heart of better experiences & revenue growth. Customer Journey Management is the process of discovering and optimizing your customers’ journeys, to improve customer experience and achieve positive business outcomes. What is Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Analytics Omni-Channel Multi-Channel 52

Beyond Philosophy

APRIL 7, 2022

Many organizations do not know what customers expect from their experience and to their detriment. Understanding customer expectations is fundamental. Fail to meet them, and you have, well, failed. We talked about customer expectations on a recent podcast. Customers’ expectations are not a static thing.

Exercises 78

Exercises Customer Journeys Comparison Customer Expectations 78

ijgolding

JULY 12, 2016

Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail to meet our basic expectations? What I find interesting though, is that many of these same organisations have been very keen to serve up a healthy serving of rhetoric when it comes to Customer Experience.

Customer Journeys 120

Customer Journeys Customer Experience Customer Centricity Meeting 120

Thematic

MARCH 5, 2019

As with any profession, customer experience is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’. Some are simple.

Customer Journeys 69

Customer Journeys Management Exercises Customer Experience Professionals 69

inQuba

FEBRUARY 7, 2023

Helping customers achieve their goals so that you can too As an insurance professional you spend a lot of time thinking about your policy holders’ journeys, especially in a business environment that has completely transformed. The inability to compare reduces confidence and can overwhelm customers into inactivity.

Insurance 52

Insurance Customer Journeys Policies Communication 52

CX Journey

MAY 17, 2017

Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? When was the last time you took a long, hard look at what you've been doing in terms of listening to customers in order to figure out if it's time for a redesign or a major overhaul?

Survey 159

Survey Feedback Social Media Roadmap 159

Storyminers

OCTOBER 6, 2018

Figuring out what your customers need is one of the strongest ways to steer your brand reputation and grow your company. About 62 percent of brands state they see the customer experience (CX) as something that differentiates them from their competitors. Meeting customer needs is just one way to enhance the overall CX.

Brands 124

Brands Meeting Exercises Consumers 124

CustomerSuccessBox

JUNE 17, 2022

Product analytics is the process of evaluating how your customers or users engage with your product. It, ultimately, helps customer success managers to drive product adoption among the users. Product analytics enables you to track, visualize and evaluate real-time customer engagement and behavioral data.

Analytics 52

Analytics Customer Journeys Analysis Metrics 52

ProProfs Chat

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Your customer service team, of course!

Customer Service 112

Customer Service How To Customer Journeys Customer Centricity 112

Feedbackly

AUGUST 29, 2018

Research has shown that nearly 90% of new ecommerce stores fail within the first 4 months. And It’s likely because they either failed identify their target market, failed to identify what their target market needs, or failed to deliver on those needs. Customer Experience. What is customer experience?

Customer Journeys 76

Customer Journeys Ecommerce Competitive Advantage Fashion 76

West Monroe

APRIL 9, 2023

Without a clear post-acquisition platform consolidation and product strategy, tech companies may fail to realize the projected synergies those deals were meant to achieve. Those notions may not adequately address the needs of their recently expanded customer base. Instead, acquirers should pivot to a customer-centric view of migration.

Strategy 52

Strategy Company Leadership Customer Centricity 52