Experience Matters

APRIL 24, 2015

Seven Steps for Developing Customer Journey Maps (April 2013). Customer journey mapping has become a very popular CX tool, and also a hot topic on this blog. If you are interested in customer journey mapping, then you definitely need to read this post: Five Questions That Drive Customer Journey Thinking.

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Customer Guru

APRIL 5, 2018

David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014. With the help of various design thinking tools, such as customer journey mapping, he has designed behavioural nudges in organizations to help customers save money.

Customer Experience Design 92

Customer Experience Design Customer Experience E Commerce Customer Centricity 92

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations. Customer Journey Mapping is another case in point. We just need to become more reasonable.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping Consulting 40

Retently

MAY 9, 2024

Customers are people who ultimately want to talk to other people when they have issues, suggestions and questions. FAQs and an automated chat system can save time and reduce costs, but can also severely hurt your customer retention rate. As estimated in 2014 , US-based businesses lost $83 billion every year due to bad customer service.

Customer Retention 141

Customer Retention B2B Customers Loyalty Programs 141

Strativity

DECEMBER 15, 2014

Report addresses key factors companies should consider when choosing a consultancy to assist with redesigning the customer journey. Hackensack, NJ (PRWEB) December 16, 2014. report, Getting Help with Customer Journey Maps. For more information, visit [link].

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2014 Consulting 40

CustomerSuccessBox

JUNE 8, 2022

defined, they might have some lagging indicators like customer health score and gross churn, maybe net retention rate. And that’s it maybe NPS that’s, I think that’s too light. food grades are not really good at measuring most of the stuff, the important stuff, they don’t have, their leading indicators well?defined,

Management 52

Management Customer Success 2013 Metrics 52