Experience Investigators by 360Connext

MAY 20, 2015

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Unhappy customers will harm your brand.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Alida

DECEMBER 9, 2016

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers.

Customer Journey Mapping 224

Customer Journey Mapping Customer Journey Touchpoint Social Media 224

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

Experience Investigators by 360Connext

FEBRUARY 26, 2015

Imagine how often I hear words being used with the best of intentions , but not tied to anything remotely related to the actual customer experience. “The Year of the Customer” …or other such labels for a new customer experience project. Is next year going to be “The Year of the Ex-Customer?”

Customer Centricity 250

Customer Centricity Customer Journey Mapping Social Media Consulting 250

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer touchpoints vs. journeys.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Experience Investigators by 360Connext

OCTOBER 11, 2024

Online chatbots can now manage many support interactions without the customer needing to call in if they don’t want to! I often encounter those who think of customer service and customer experience (CX) as interchangeable ideas. But customer service and customer experience aren’t the same thing.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. Understanding customer touchpoints is essential to delivering a superior customer experience. Infographic: Emotion is the Experience.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered.

B2B 329

B2B Customer Experience Customer Centricity Omnichannel 329

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. The best organizations spend plenty of time considering how to deliver exceptional experiences. Create or revise your customer experience mission statement. Does the tone and messaging match your customer experience mission? Let’s go!

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But if you’re not careful, these steps may sabotage customer experience, leading to more customers complaining, leaving, then telling their 10 zillion Twitter followers why your company (and you) stink! Watch out for these sneaky ways typical business methods lead to customer defection. Worry about your guys.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Experience Investigators by 360Connext

MARCH 8, 2021

To deliver exceptional customer experiences, everyone in your organization needs to be on board. This is where understanding the right learning path for overall customer experience excellence can be very powerful. Path 1: Customer Experience 101. What DOES customer experience mean and why should we care?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

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). . Implications for customer journey mapping. More types of people are involved in B2B journeys. About the guest author.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging?

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

Experience Investigators by 360Connext

MAY 4, 2015

I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. And I think this is typical of how most view the customer experience. After all, your customers are already mobile-first.

Customer Experience 280

Customer Experience Customer Journey Mapping Retail Hospitality 280

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

DECEMBER 11, 2014

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 not part of their mission. The right people understand how to deliver a customer experience that’s meaningful.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. In the era of digital transformation and customer-centric strategies, organizations must shift toward a more collaborative and integrated structure. The result?

2020 405

2020 Customer Journey Mapping Culture Innovation 405

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

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

InMoment XI

AUGUST 9, 2024

The way you feel about that brand is because of the customer experience you have every time you make a purchase. The customer experience you have with a brand will cause you to be a lifelong customer, or never shop there again. What is Customer Experience (CX)? Why is Customer Experience Important?

Customer Experience 221

Customer Experience 2024 Net Promoter Score Customer Journey Mapping 221

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

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

Experience Investigators by 360Connext

OCTOBER 22, 2014

They are meaningful only if and when the company understands them as a whole inventory and as individual opportunities to improve the customer experience. Understanding your customers’ current situations, and what drives them toward loyalty or defection , is the first step in delivering a superior customer experience.

Touchpoint 302

Touchpoint Customer Journey Mapping Customer Journey Social Media 302

InMoment XI

JULY 23, 2024

As digital transactions become more prevalent, the ecommerce customer experience is critical for its success. This post is all about exploring what ecommerce customer experience is, why it is important, and how you can enhance it to boost your business. What is Ecommerce Customer Experience?

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

Customer Bliss

FEBRUARY 9, 2018

In this “My Rock, My Story,” Samir Bitar , Director of the Office of Visitor Services at the Smithsonian Institution , shares how he and his team built the organization’s first customer journey map in order to create a unified understanding of the visitor experience across its many museums and affiliates around the world.

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Chief Customer Officer Workshop 190

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Customer Centricity 225

GetFeedback

AUGUST 14, 2019

Here’s a thought — and the answer surely lies here: don’t focus on the score; focus on the customer and the experience. The customer experience is a journey, and continuous improvement is key to staying ahead and winning at CX. Design a customer-centric culture. Focus on the employee experience.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Experience Investigators by 360Connext

MARCH 23, 2021

But if you’re not careful, these steps may sabotage customer experience, leading to more customers complaining, leaving, then telling everyone they know why your company (and you) stink! As employees gain experience and move up in the organization, they often get farther away from customers. Worry about your pond.

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Experience Investigators by 360Connext

JULY 23, 2024

Can understanding the difference between customer experience and customer service revolutionize your business strategy? Every single business leader should absolutely care about customer service, but you’ll hear why they should care about customer experience as well.

Customer Service 190

Customer Service Customer Experience Customer Journey Mapping Leadership 190

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

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

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping. mark or memory.

Customer Journey Mapping 91

Customer Journey Mapping Customer Journey Banking Chief Customer Officer 91

delighted

JANUARY 7, 2021

However, understanding every customer’s experience at each stage of the customer journey is crucial for turning business insights into long-term improvement strategies. . In this post, we will cover: What is a customer journey map? How can customer journey maps improve customer experiences?

Customer Journey Mapping 98

Customer Journey Mapping Customer Journey Touchpoint Net Promoter Score 98

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And why do they matter for customer experience teams? And for good reason!

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143