InMoment XI

JANUARY 9, 2024

Given these various interpretations, we can define the B2B customer experience as the cumulative impact of all interactions and experiences between your business and your business customers, at every touch point across the entire customer journey. Why is B2B CX Important? Here are some best practices to improve B2B CX.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Experience Investigators by 360Connext

DECEMBER 29, 2014

Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Studies show that 89% of customers will shop with a competitor after a bad customer experience.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

InteractionMetrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Takeaways from the Customer Journey Mapping Roundtable Takeaway #1. What is Customer Journey Mapping?

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

Experience Investigators by 360Connext

OCTOBER 22, 2014

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. Understanding the actual touchpoints your customers have with your organization is a basic part of that understanding. Most organizations, when defining their customer touchpoints, list things like: Billboards. Direct Mail.

Touchpoint 302

Touchpoint Customer Journey Mapping Customer Journey Social Media 302

Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her? This is where I get excited.

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

Experience Investigators by 360Connext

MAY 20, 2015

Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping. Customer journey mapping is often strictly defined, but it comes in many forms. We go down every scary pathway and celebrate those parts of the journey that are beacons of best practices.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . On the selling (vendor) side, there are salespeople, customer support reps, accounting personnel, manufacturing, accounting, legal, and more. Source: Forrester .

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

GetFeedback

APRIL 22, 2019

Your CSAT score is easy to communicate with executives and team members. Customer Satisfaction Score surveys are versatile, flexible, and easy to implement. Although CSAT surveys are extremely relevant, they’re certainly not the end-all, be-all as you seek to explore how customers feel about your brand.

Customer Satisfaction 323

Customer Satisfaction Net Promoter Score NPS Effort Score 323

CX Accelerator

MAY 25, 2022

Before a customer can reach out to get support, there needs to be communication channels in place. Your company will choose which channels to configure for customers to reach out. A customer experience team had to plan it out and set this all up on the back end. In 2012, she co-founded the blog, CustomerServiceLife.com.

2005 316

2005 2012 Social Media Contact Center 316

Experience Investigators by 360Connext

APRIL 10, 2015

Shonali provides plenty of wisdom around how publicity stunts, as we know them, shouldn’t be standalone events but should be part of the bigger communications campaign and strategy. Sounds like another argument to have a customer journey map that includes everyone in the organization!

Social Media 234

Social Media Marketing Customer Journey Mapping Consulting 234

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

Customer Journey 117

Customer Journey Customer Journey Mapping Touchpoint Events 117

Experience Investigators by 360Connext

OCTOBER 6, 2014

The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Here are five ways to encourage your organization to become more focused on what matters – the customer. Communicate in shareable ways.

Customer Focused 275

Customer Focused Call Center 2014 Culture 275

inQuba

FEBRUARY 10, 2025

Exploring This Next Evolution of CX for the First-Time Buyer So youre considering investing in a customer journey management solution. Youve probably realized that your customers behaviour is dynamic and increasingly unpredictable, and your normal approaches arent cutting it. Briefly, what is Customer Journey Management?

Customer Journey 52

Customer Journey Management Insurance Download 52

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 127

Communication Webinar Metrics Customer Retention 127

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. In this role, you want someone who is naturally curious who will be internally motivated to seek out answers to the questions they have about customer behavior. Resource: 6 Sources of Customer Understanding by CXpert. Project/Program Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

FEBRUARY 26, 2015

Frame that customer journey map! I’ve walked into plenty of offices where the customer journey map is printed and hung on the wall. The producers of the journey map are proud of their hard work and the results can be great…for a time. Use real words, not buzz words , and ask for feedback. Need help?

Customer Centricity 250

Customer Centricity Customer Journey Mapping Social Media Consulting 250

Experience Investigators by 360Connext

OCTOBER 6, 2014

Focusing on the actual journey your customers take, not just the one part of the journey your department oversees, is the only way to really ensure a customer journey that is seamless. Customer experience advocates are all about understanding the actual journey to make it better for all.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Experience Investigators by 360Connext

FEBRUARY 25, 2015

This means the onus is on the customer to find the appropriate question which may match closely enough to what they are seeking. The list above jumps from communication updates to enrollment to brand name v. More Posts - Website Follow Me: The post Are Your FAQ’s Driving Customers Mad? generic drugs.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

ProProfs Chat

AUGUST 14, 2020

Enable yourself to complete their journey with your brand. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently. Webinar Registrations.

Customer Journey 116

Customer Journey Webinar Customers Brands 116

Totango

APRIL 8, 2022

Mapping out your customer journey is not an easy task. Meet the Customer Experience Canvas. This new tool from Totango is the first and only solution that enables you to visually design, build, run, measure and iterate on any customer journey in real time. Design Simple & Intuitive Journeys with Tracks.

Customer Journey 103

Customer Journey Customer Journey Mapping Customers Blog 103

BlueOcean

MARCH 24, 2025

Making time to discuss how your data relates to the customer experience and customer journey on a regular basis will be essential. That communication should be continuous from day-to-day monitoring to weekly and monthly reports to more structured quarterly business reviews (QBR).

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

Experience Investigators by 360Connext

MAY 4, 2015

Each of the 260 attendees was a true expert in customer experience in his or her given field and lived and breathed the customer-first mindset. Yet, as I glanced over the list of attendees and speakers, I couldn’t help but notice the lack of attention given to mobile as a channel for customer communication.

Customer Experience 280

Customer Experience Customer Journey Mapping Retail Hospitality 280

Feedbackly

MARCH 30, 2023

Customer behavior is a complex phenomenon that evolves continuously. While it’s difficult to fit it within a framework, understanding your customers and forecasting how they will behave can help businesses to a great extent. What is customer journey mapping? It’s easily editable and can be customized to fit your brand.

Customer Journey Mapping 98

Customer Journey Mapping Customer Journey Touchpoint Social Media 98

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. So many answers!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

CX Accelerator

OCTOBER 7, 2019

Step Four: How Communication (and Listening) Fits In George Bernard Shaw once said, “The Single biggest problem in communication is the illusion that it has taken place.” Establish communication strategies and tactics to share the importance of CX and provide the proper change support. Back To CX Accelerator Blog

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Totango

JULY 22, 2022

At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC. Overall NPS score.

Communication 107

Communication NPS Metrics Engagement 107

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Customer Experience 221

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 221

GetFeedback

JUNE 9, 2019

Customer experience is so much more than just customer service. The customer experience happens at every stage of the customer journey, not just when the customer reaches out for help. Customer communication will be more consistent across platforms. Choose CX tools with chatbot technology.

Competitive Advantage 277

Competitive Advantage Social Media Communication Customer Experience 277

GetFeedback

AUGUST 14, 2019

There are a lot of things that change over time; but if your approach to your VoC program — not just the way you capture feedback but also the way you distribute, analyze, act on it, and communicate improvements — has remained stagnant, you’re not only wasting money, you’re doing your customers and your business a huge disservice.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Empathizing with customers.

Communication 118

Communication Customer Journey Customers Presentation 118

Experience Investigators by 360Connext

NOVEMBER 16, 2018

Reducing efforts will only begin when organizations understand customer journeys and personas.”. Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. We’ve been talking about ways to reduce customer effort for a while now. Get your copy here!

2019 236

2019 Contact Center Customer Journey 2018 236

Experience Investigators by 360Connext

FEBRUARY 9, 2018

Does it drive the next best action, or leave them scratching their heads and dropping out of the journey? Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey. Do you have a customer journey map? We’re all guilty.

Touchpoint 207

Touchpoint Customer Journey Mapping Workshop Customer Journey 207

GetFeedback

JULY 24, 2018

Where does customer experience begin and end? Every department influences customer sentiment, whether they realize it or not. Marketing and sales tend to shape the pre-sale experience, communicating value and setting customer expectations for later. McKinsey found that consistency is the key to happy customers.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service. Table of contents What does customer communication mean?

Communication 97

Communication Social Media Customers Touchpoint 97

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Help your employees understand what it is to make a great customer experience at your organization, specifically for your customers and what they want from you. Communicate. Then over-communicate. Your promises to focus on the customer fall flat if your employees know how bad the processes really are. Guess what?

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547

Totango

JUNE 8, 2021

From there, we decide which customer journey we put them down. . . What advice do you have for visualizing the customer journey in order to ensure you are meeting the needs of your customers? What do we learn in our existing customer journeys and what do we want to take from that?

Customer Journey 118

Customer Journey E Commerce Webinar Communication 118