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. Sometimes the mapping is highly detailed and takes many months to complete. Touchpoint Inventory.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

eglobalis

OCTOBER 1, 2024

Create a Unified Customer Journey Map Developing a company-wide customer journey map helps departments see how their actions influence the overall customer experience. Foster a Culture of Open Communication Promoting open communication is key to eliminating silos.

2020 469

2020 Customer Journey Mapping Culture Innovation 469

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Experience Investigators by 360Connext

OCTOBER 11, 2024

Host weekly or monthly meetings with CX and customer service leaders to review priorities, challenges, and opportunities to get ahead of customer issues. Use AI to analyze customer support transcripts and flag recurring issues or topics, which become your CX focuses. Don’t forget Micromapping for specific issues!)

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

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

InMoment XI

DECEMBER 3, 2024

It provides a data-driven approach to identifying areas for improvement across the customer journey. As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. Focus on a cross-functional approach to improving customer experiences.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

eglobalis

SEPTEMBER 16, 2024

Understand Your Customer Journey and Customers The first step in any B2B CX strategy is to map out the customer journey. At the local level , mapping the customer journey requires gathering insights directly from local teams.

B2B 400

B2B Customer Experience Customer Centricity Omnichannel 400

Experience Investigators by 360Connext

JANUARY 5, 2022

You leveraged customer journey mapping and invited various leaders to participate. . These interactive customer journey mapping sessions allowed different teams to understand the customer’s true journey. You invited customers to co-create and validate what you learned.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Experience Investigators by 360Connext

DECEMBER 29, 2014

What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened. How do smart companies maintain a customer-centric culture as they grow? Customer Experience is…What, Exactly?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Matters

JULY 14, 2015

Customer journey mapping is a valuable tool, but Customer Journey Thinking can change your culture. Watch this short Temkin Group video to find out more… The bottom line : Your customers are on a journey, help them.

Customer Journey Mapping 120

Customer Journey Mapping Customer Journey Culture Customers 120

Michel Falcon Experience

APRIL 3, 2019

In all my years of focusing on customer experience management, there is one practice that stands out amongst them all…customer journey mapping! How customer journey mapping will improve your operational strategy. ? Customer journey mapping is a fantastic way to improve your customer experience.

Customer Journey Mapping 94

Customer Journey Mapping Customer Journey Workshop Customer Experience 94

Experience Investigators by 360Connext

DECEMBER 17, 2014

Invite a customer into your board meetings. Map the customer journey. (Or connect with us and leave it to the pros!). Find some part of the journey to examine more closely each month. Does the tone and messaging match your customer experience mission? Do they to reflect a customer-centric culture?

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journey Mapping Customer Journey 178

Experience Investigators by 360Connext

MARCH 8, 2021

This is where understanding the right learning path for overall customer experience excellence can be very powerful. Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. How We Lead on Behalf of our Customers. Customer Feedback.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. An apology/win-back journey allows the team to look more deeply into The Nature’s Bounty inventory and supply chain.

Customer Journey Mapping 178

Customer Journey Mapping Customer Journey Leadership Customer Retention 178

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. Change Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

APRIL 13, 2021

Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Customer interviews can be a key step in: Customer Journey Mapping. Building Customer Personas. Diving deeper into an identified problem or customer challenge. I love talking to customers!

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. Encouraging employees to do the wrong thing for short-term gains or report half-truths to avoid the wrath of a boss will inevitably lead to bad behavior toward customers. Worry about your guys.” ” Click To Tweet.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

APRIL 27, 2021

Our free Customer Interview Guidebook and Intake Form can help you learn more about your customers’ actual experience, and our free Customer Journey Map Workbook can help you map it.). What do customers want? Ask fellow leaders and leverage customer feedback. Be your own customer.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Experience Investigators by 360Connext

DECEMBER 10, 2024

Identifying these touchpoints helps you see where you can improve and make a real difference in the customer experiencefrom browsing your website to receiving customer support and beyond. Customer journey mapping is a crucial process to identify your customer touchpoints.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Use the Customer Journey Map As a Tool to Measure Success. Everyone involved had to understand how the business flows from a customer’s point of view. .

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. I’m going to introduce them to my people first culture and three piece strategy. ” – Dr. .

Customer Journey Mapping 68

Customer Journey Mapping Workshop Customer Journey Touchpoint 68

Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” of customer experience. Combine this with a customer experience champion program within your organization and watch culture really shift.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

BlueOcean

MARCH 3, 2025

The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services? As a sourcing professional, I have to ensure that our company culture is reflected in the RFP and also that the document is customized to the specific industry in which were sourcing.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

CSM Magazine

AUGUST 31, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Customer Journey Maps are a visual representation of a customer’s relationship with your people, products, services and brand over time.

Customer Journey Mapping 69

Customer Journey Mapping Customer Journey Net Promoter Score Culture 69

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. Know the ideal customer journey.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

GetFeedback

AUGUST 14, 2019

I’m going to assume you know that you must act on the feedback you’re getting from customers — and are already doing so. Design a customer-centric culture. Always start with the culture; everything else flows from here. Has it been deliberately designed to be customer-centric? Map the customer journey.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Experience Investigators by 360Connext

OCTOBER 5, 2021

Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. But it’s not the only way.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Michelli Experience

SEPTEMBER 4, 2018

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. The same is true with customer journey maps.

Customer Journey Mapping 88

Customer Journey Mapping Customer Journey Government Touchpoint 88

Experience Investigators by 360Connext

MAY 11, 2021

Everyone in the organization should understand what customer experience your brand aspires to deliver, and their role in achieving that. The strategy is about what leaders are involved where, and what actions and plans are required to deliver on the promises made throughout the customer journey. What Should CX Technology Do?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Experience Investigators by 360Connext

JULY 6, 2021

Include any leader who will have direct accountability over the most likely actions required to improve the customer journey. This typically includes leaders from marketing, product development, customer success and customer service. Invite team members from other areas that are close to the customer experience.

Document 358

Document Net Promoter Score Government Leadership 358

Experience Investigators by 360Connext

JANUARY 2, 2020

Co-creation sessions , customer advisory boards, or a simple conversation connects your customers with the outcomes they really want. Know the journey. Get that critical outside-in perspective with customer journey mapping. Innovation is not a one-and-done idea, it’s a cultural value.

2020 225

2020 Customer Journey Mapping Contact Center Customer Journey 225

Heart of the Customer

APRIL 29, 2022

Customer journey mapping lays a strong foundation for the success of your customer experience initiatives. So having a research-backed customer journey mapping process is critical. Unfortunately, that’s where most journey mapping initiatives go wrong. But only if it’s done right.

Customer Journey Mapping 78

Customer Journey Mapping Customer Journey ROI Customers 78

Customer Bliss

SEPTEMBER 11, 2018

I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages. Be really deliberate about the names of your customer journey stages, and most importantly, unite your company's leaders in what those stages are.

Customer Journey Mapping 111

Customer Journey Mapping Customer Journey Chief Customer Officer Leadership 111

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is seen as a project, not a way of business.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Quadient

JULY 25, 2022

What is Customer Journey Mapping? Customer-centricity has become an essential focus for companies today. One of the challenges to achieving customer-centricity is that departments in most organizations operate in silos. They are unaware of how or, in some cases, when each department has interacted with a customer.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Omnichannel Touchpoint 52