Experience Investigators by 360Connext

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Even customer journey maps can neglect key phases of the customer experience. Review milestones along the customer journey.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. So how should a CX practitioner go about bridging that gap in communication? Tip #2: Tell Stories. Building a Strong CX Foundation with the C-Suite.

ROI 370

ROI Metrics Presentation Webinar 370

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

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

Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. If you don’t have a journey map, now is a terrific time to create one. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Gainsight

SEPTEMBER 5, 2022

After all, many customers already expect to access resources to help them overcome problems online. Despite customers’ widespread acceptance of digital support, building a DCS function from scratch can be daunting. . Let CSMs build the customer journey . Value realization. Identify key performance indicators (KPIs).

Customer Journey 98

Customer Journey E-support Touchpoint Webinar 98

Experience Investigators by 360Connext

MAY 11, 2021

The strategy defines and communicates customer experience across your organization and aligns customer experience goals with larger organizational goals. This strategy is not just for customer happiness, but for brand success. What should customer experience strategy include? What Should CX Technology Do?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

GetFeedback

JULY 19, 2019

These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Communicate how you will measure success. Will VoC feedback help you live up to your customer experience mission and brand promise? Can you start a VoC program without a customer journey map?

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

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

Experience Investigators by 360Connext

JUNE 1, 2015

Our CEO Jeannie Walters spoke about the importance of establishing core values and communicating them throughout the organization. Did you miss the webinar? Core value #6 is communicated to everyone who sees, touches, and interacts with the package. This reminded me of our #cxwebinar from May, which was just a few days before.

Brands 234

Brands 2015 Roadmap Retail 234

GetFeedback

JULY 19, 2019

If you’re beginning to get positive feedback on a touchpoint in your customer journey that you set out to improve, you’ve got an insight into your CX process and the decisions you’re making. Take that positive feedback and evaluate how you can repeat your approach for another priority in your customer experience improvement plan.

Social Media 262

Social Media Webinar Feedback Books 262

Totango

JUNE 8, 2021

You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. 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?

Customer Journey 118

Customer Journey E Commerce Webinar Communication 118

Gainsight

MARCH 9, 2022

You heard that right: in the digital-led approach, CSMs have little or no direct one-on-one contact with your customers. Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

Alida

SEPTEMBER 20, 2018

Most businesses, for instance, haven’t taken the time to map out and understand the customer journey. In a recent webinar , Annette shared a step-by-step process to creating a CX strategy that’s rooted in customer understanding. We received many questions from the webinar—some of which we didn’t get to. Absolutely!

Insights 200

Insights Customer Journey Mapping Webinar Customer Journey 200

Kerry Bodine

JUNE 2, 2015

Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. With a current-state journey map , you can: 1. And stay tuned!

Customer Journey Mapping 99

Customer Journey Mapping Customer Journey Webinar 2015 99

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. MW: And once you have that foundation, I highly recommend creating a customer communication calendar. Watch it here if you missed it!).

Webinar 98

Webinar Touchpoint NPS Definition 98

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 145

Customer Insights Insights Webinar 2015 145

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Customer Journey 93

Customer Journey Events Government Metrics 93

InMoment XI

APRIL 13, 2022

The real question is, “how do you pull information together and communicate that collectively?” Now, at an executive level, you might not want to communicate the “R-squared” of the modeling. Like, “what are the best practices to make sure you’re appropriately capturing feedback across the customer journey?”

Metrics 195

Metrics NPS ROI Call Center 195

InMoment XI

OCTOBER 10, 2024

However, industries such as communications and media allocated 23.9% Depending on your industry, your customers are not going to want specific, jargon-filled visuals on their feed. Focus on creating simple, clear visuals that entice a consumer to engage with you and take the next step in the customer journey.

Social Media 195

Social Media Management 2024 Multi-Channel 195

CSM Magazine

DECEMBER 9, 2024

These pressing industry challenges and more – lie at the heart of an upcoming webinar being hosted by our team at Sabio Group, supported by our partner Avaya , on Thursday, December 12th. Our upcoming webinar is about helping businesses navigate between these two extremes and find a path that actually delivers results.

Webinar 52

Webinar Average Handle Time Customer Satisfaction Roadmap 52

Retently

OCTOBER 1, 2018

We believe that happens because not enough businesses use a customer journey map to keep track of clients’ desires, needs, and behaviors – basically the kind of information that can help you prevent high customer churn rates. What Is the Customer Journey? What Is a Customer Journey Map?

Customer Journey Mapping 91

Customer Journey Mapping Touchpoint Customer Journey CEM 91

Totango

MAY 26, 2021

However, as the world has shifted (particularly last year during the pandemic), the modern customer journey has shifted as well and it now requires a different engagement model. Data is the lifeblood of a digital customer success program. The customer journey is not linear. Resource: Customer Journey Map Template.

Customer Journey 99

Customer Journey Customer Journey Mapping Webinar Customer Success 99

Experience Investigators by 360Connext

APRIL 28, 2020

Note how these state all stores which reinforces the consistent experience customers can expect: The Coronavirus response page for Target stores sets clear expectations for customers. Customer Trust is confirmed with reassurance. Reassurance is critical in any customer journey, at any time. Click To Tweet.

Customer Journey 225

Customer Journey Measurement Customers Brands 225

Experience Investigators by 360Connext

NOVEMBER 10, 2020

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. There were real struggles and challenges for businesses and their customers, too. Heather points out how it’s not enough to anticipate what customers need.

2020 190

2020 Customer Experience Chief Customer Officer Communication 190

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. They paint a vivid picture of the customer journey , highlighting the highs, the lows, and everything in between. Collecting data is akin to gathering puzzle pieces. Enter analytics.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Totango

JUNE 21, 2023

Advanced by the acquisition and integration of Lou, a digital adoption tool, Totango In-App will allow enterprise businesses to deliver compelling in-product experiences to their users even as they manage the broader customer journey with the Totango platform.

Communication 89

Communication Customer Success Customer Journey Webinar 89

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Customer Journey Mapping 72

Customer Journey Mapping Customer Journey Customer Success Leadership 72

Kerry Bodine

NOVEMBER 29, 2017

Customers use different channels to accomplish their goals, they complete the various steps in different orders, and they bring their own individual needs and expectations to the party. So how can map all the variations in your customers’ journeys? The answer is that you can’t. So resist the urge to create a CTBD. Touchpoints.

Customer Journey 90

Customer Journey Touchpoint Workshop Webinar 90

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

Customer Journey 63

Customer Journey Net Promoter Score Sales E-support 63

Experience Investigators by 360Connext

MAY 12, 2020

We need to focus on sales, not customer experience. The Communication Trifecta: Logic, Emotion, and Symbolism. We communicate most effectively when we present logic, emotion, and symbolism. Telling the right story about customer experience means blending fact, storytelling and a vision for the future.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

Experience Investigators by 360Connext

AUGUST 9, 2017

They do their research, read the blogs, and the books, and even attending some webinars. They begin to see this customer experience thing as more than what they originally thought it was. But I’ve seen this become the latest shiny thing in customer experience. Customer journey mapping is not the problem.

Customer Journey Mapping 181

Customer Journey Mapping Workshop Webinar Customer Journey 181

CX Accelerator

OCTOBER 21, 2019

A Unified Communication/Video Tool. Having the ability to meet, communicate, screen share, and host training sessions with the click of a button is a game-changer. And having a log of all our communications in one spot helps us stay organized. And last, but not least, the chance to listen to and engage with my customers.

Customer Experience 208

Customer Experience Social Media Customer Journey Mapping Customers 208

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. The Trade-offs Between Quant & Qual Customer Research. Can we have nested journeys? Like exercising, doing something (anything!)

Webinar 83

Webinar Management Touchpoint Telecommunications 83

Experience Investigators by 360Connext

APRIL 7, 2020

” Building a truly customer-centric culture is a strategy that requires business discipline and real practices. Clear, communicated expectations are critical right now. ” What was motivating your drive to be customer-focused before all these changes hit? Clear, communicated expectations are critical right now.

Customer Centricity 178

Customer Centricity Culture Customer Journey Mapping Customer Journey 178

InMoment XI

OCTOBER 10, 2023

What Exactly Are Customer Service Metrics? Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. They answer critical questions: How efficiently are customer queries being addressed?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

SurveySensum

JANUARY 26, 2024

The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey? So let’s deep dive into different stages of the customer journey.

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52