Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. As Peter Drucker once said, “Culture eats strategy for lunch.” But it’s critical.

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2015 Customer Journey Mapping Contact Center 2014 132

Heart of the Customer

NOVEMBER 14, 2018

This confusion is fueled by vendors who offer “journey mapping workshops.” ” This is a half- or full-day workshop where you […]. The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer.

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Workshop Customer Journey Mapping Customer Journey Customer Voice 99

Experience Investigators by 360Connext

FEBRUARY 9, 2021

How to invest in Customer Experience. Defining a customer experience strategy is not enough. You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. Workshops and training for both employees in general and for specific groups.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

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Customer Centricity Customer Journey Mapping Culture Workshop 137

Heart of the Customer

JANUARY 8, 2015

In Oracle’s journey mapping workshops they do a very good job of story-telling , using compelling images to show how the customer experiences the company. Participants immediately understand the journey as a result. Related posts: It’s time to get journey maps right This is a journey map rant.

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Customer Journey Mapping Workshop Customer Journey Insurance 96

Strativity

OCTOBER 27, 2015

Customer journey maps are a tool. Like any tool, they cannot create your customer experience strategy nor transform your customers’ experience for you. Journey maps are designed to assist you, not replace you. Understand the holistic customer journey. Think cultural change.

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Customer Journey Mapping Customer Journey Transportation 2012 40

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

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Customer Focused Innovation Workshop Customer Centricity 110

Michel Falcon Experience

JANUARY 16, 2020

As the year gets rolling, I’d suggest asking yourself three questions to identify what customer experience strategies you have the opportunity to create for your business and serve your customers exceptionally. Do you have plans to host a customer journey mapping workshop this year? Customer Journey Mapping.

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2020 Customer Journey Mapping Customer Experience Hospitality 88

Strativity

JULY 11, 2016

Over the past 10 years, Customer Journey Mapping has been a critical part of strategically transforming an organization’s customer experience. Taking part in a cross-functional journey mapping workshop can be exciting, fun, and inspirational. Why is this important?

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Customer Journey Mapping Customer Journey Workshop Touchpoint 40

SurveySparrow

JANUARY 28, 2020

Those kinds of experiences led me to find Heart of the Customer, where we specialize in helping companies understand the emotional connection customers have with their brand, and how to use that newfound knowledge to drive action that gets results. Jim: Well, naturally, I think our book, How Hard Is It to Be Your Customer ?

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Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

CX Journey

MARCH 21, 2018

Customer journey mapping workshops: even if you don't hire a consultant to conduct the mapping sessions with/for you, you'll still need to factor in location costs, materials, food and beverages, etc. Culture Ambassador meetings: again, factor in location, materials, food, and beverages for these meetings.

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Customer Journey Mapping Workshop Travel Consulting 108

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. John is consistently helping his clients create a magical customer experience like Disney. John Formica Follow @JohnFormica.

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Customer Experience Consulting Books Customer Experience Professionals 115

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

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2020 Customer Experience Magazine Consulting 132

Heart of the Customer

APRIL 29, 2019

We find a lot of confusion in the marketplace around journey mapping. Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! You have a journey map.

Marketing 92

Marketing Workshop Customer Journey Mapping Customer Journey 92

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? Their history as regular customers via chat history. Every customer transaction generates data and trails.

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Customer Centricity Customer Journey Mapping Customers Culture 96

COPC

AUGUST 10, 2016

will be hosting a Customer Journey Mapping Workshop –. In this information-packed, four-hour workshop, Paul Shuga, Vice President, COPC Inc., will lead a discussion on the what, why, and how of customer journey mapping. For more information about this workshop, go to [link].

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Events Customer Journey Mapping Workshop Hotels 40

Strativity

OCTOBER 28, 2014

” At the end of Strativity’s journey mapping process, insights are shared through cross-functional workshops and through organization-wide distribution of the final Customer Experience journey map. “Customer journey mapping is the tip of the iceberg of customer-centric transformation. .”

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Customer Journey Mapping 2014 Workshop Customer Centricity 40

ClearAction

JANUARY 6, 2021

13) Stop obsessing about customer journey maps. This is success-limiting because it tends to exhaust bandwidth and energy on mapping rather than actioning. It’s possible to make grand strides in customer-centric culture-building and in customer experience improvement without having journey maps.

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2021 Customer Experience Net Promoter Score Workshop 77

Kerry Bodine

NOVEMBER 15, 2017

Customer journey mapping tends to be very expensive. Any suggestions or best practices around a journey mapping “light”? Part of the reason that we hold workshops with customers is that we’ve found it to be the most time- and cost-effective to (in)validate your internal hypotheses.

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Webinar Workshop Customer Journey Mapping Contact Center 48

Pink Guava

DECEMBER 22, 2019

It will bring in more customers through references along with reducing the customer churn. Deepen the cross-functional teams engagement through processes, so that all key personnel and departments know how they make a difference to their customers.

Customer Experience Management 52

Customer Experience Management 2020 Customer Experience Management 52

ClearAction

DECEMBER 27, 2017

” The Power of Workshops. To do this, they conducted ethnographic research, going to clients’ businesses and homes to understand “a day in the life” of customers. They taped and edited the interviews and showed them to groups of cross-discipline employees in workshops. ” Strategic Focus.

Customer Experience 54

Customer Experience Workshop B2B Banking 54

SurveySparrow

AUGUST 14, 2023

Customer Journey Mapping : Ready for a Treasure Hunt? Customer journey mapping helps you navigate the twists and turns of the customer journey. When leaders prioritize and advocate for a customer-centric culture, it sets the tone for the entire organization.

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Customer Experience Customer Centricity Customer Journey Mapping Touchpoint 52

Kerry Bodine

MARCH 17, 2018

ways to determine whether your assumptions were right or wrong is to invite your customers to a workshop. When we run workshops, we typically include about 20 customers along with a slightly smaller number of our client’s employees.) CREATE maps that will generate empathy. But one of the most effective—and fun!—ways

Customer Journey 54

Customer Journey Workshop 2016 Banking 54

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ChurnZero

OCTOBER 20, 2020

Services or usually called Professional Services are services provided to customers that have a clear timeline, outcome and value definition. The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services).

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Customer Success Customer Journey Mapping Customer Journey Workshop 40

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Heart of the Customer

NOVEMBER 16, 2018

Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. The post Journey mapping is still happening in silos. appeared first on Heart of the Customer. This is ironic. Except when it isn’t.

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Customer Experience Customer Journey Mapping Workshop Customer Journey 104

Strativity

JANUARY 18, 2018

The Cheerleader – Many ex-CX professionals deliver coaching and workshop support services. This type of customer experience consultant is accountable for a workshop or keynote execution. They are an excellent solution for the CCO who is looking to do it all on their own and is seeking some expertize-transfer.

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Consulting Customer Experience Workshop Voice of Customer 40

Heart of the Customer

DECEMBER 11, 2018

“If you don’t know where you are going, you’ll end up someplace else.” – Yogi Berra Yogi’s quote applies to much more than baseball – it gets to the heart of what limits so many customer experience (CX) programs. The post Create Your CX Vision through Journey Mapping appeared first on Heart of the Customer.

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Customer Experience Customer Journey Mapping Workshop Customer Journey 87

Ian Williams

MARCH 19, 2020

Ian: Cultural change in five minutes…. I worked with a company in the gaming sector and when I started they went “we want to be… We want to have the service design principles and the customer experience ethics of Porsche. We’ll turn this around.” ” And you kind of go “wow!” We’ll do again.

Leadership 52

Leadership Customer Journey Mapping Customer Experience Fashion 52

Heart of the Customer

NOVEMBER 28, 2018

Last week I discussed Gartner’s CX Pyramid and its approach to evaluating your customer experience. Yesterday’s post discussed how to use journey mapping to help you move up the first three levels. Today, I’ll talk about using journey mapping to move to the top of the pyramid – the Proactive and Evolution levels.

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Customer Experience Effort Score Customer Journey Mapping Workshop 79

Ian Williams

MARCH 19, 2020

A cultural commentary on America. So, for customers…. Christopher: And that’s cultural, it’s not everywhere. It’s a cultural thing in some of those areas. But I’ve done both… two different ways of doing Customer Journey Mapping as an information gathering exercise.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Heart of the Customer

MAY 9, 2019

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here.

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Books Blog Insights Customer Journey Mapping 74

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!

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Insights Customer Experience Customer Journey Mapping 2015 236

SmartKarrot

OCTOBER 5, 2023

Customer journey varies often depending upon customer readiness, market conditions and much more. Thus, its essential to understand the parameters to be able to assess customer journey more accurately. Navigate through Customer Journey Map: All You Need to Know for insights. Want a roadmap?

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Workshop Customer Journey Mapping Customer Journey Feedback 10

Heart of the Customer

DECEMBER 4, 2014

” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. Training customers is a losing proposition. The post Training Customers = Losing appeared first on Heart of the Customer. Customers form an. Exploit it.”

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Customer Journey Mapping Workshop Customer Journey Culture 89

Answer Dash

APRIL 16, 2019

Show them how the customer management components flow and build upon one another to generate growth. Customer Experience Maturity Cycle. This model shows how corporate strategy and culture (a) are informed by voice-of-the-customer and (b) form the backbone and ecosystem for customer experience-driven growth.

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Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76