CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience. 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.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Brad Cleveland Blog

NOVEMBER 15, 2024

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Customer Experience Professionals Customers 52

GetFeedback

AUGUST 14, 2019

But if you are just starting to explore customer feedback in general, this is a simple way to get started and then benchmark against in the future. Customer journey mapping and CSAT scores: a satisfying match. This approach can be used for any touchpoint you identify as a pain point for your customers.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

Experience Investigators by 360Connext

OCTOBER 27, 2020

Ask: What are the key moments along the journey where customers want to give us feedback? This is where a customer journey map can come in really handy! Related Article: Why Journey Map? It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

Brad Cleveland Blog

AUGUST 10, 2022

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

Customer Journey Mapping 49

Customer Journey Mapping Customer Journey Customer Experience Professionals Customers 49

Heart of the Customer

JANUARY 28, 2015

In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). We’re discussing all things journey mapping. The post Journey Mapping: Interview with Annette Franz appeared first on Heart of the Customer. You’ve […].

Customer Journey Mapping 141

Customer Journey Mapping Customer Experience Professionals Customer Journey Blog 141

GetFeedback

JULY 19, 2019

To know what to measure, it’s important to understand the actual customer. This means knowing where there may be friction in the journey, and how to ask about that to get the best results. Can you start a VoC program without a customer journey map? Yes, but it will be a lot better with one.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Learn how to create a customer journey map. Discover how to add value and provide exceptional customer service through each phase of the customer journey. Come with me and let's create a customer journey map, identifying touchpoints and processes that need improvement along the way.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

ClearAction

FEBRUARY 26, 2015

How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Customer journey maps are a means to an end, not an end in themselves.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

ijgolding

OCTOBER 6, 2014

Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week.

Customer Experience Professionals 80

Customer Experience Professionals Workshop 2014 Customer Experience 80

SurveySparrow

JANUARY 28, 2020

What process do you go through to uncover and chart the customer journeys of your clients? What advice would you give to our blog readers to help them start their customer journey mapping process? Jim: Well, naturally, I think our book, How Hard Is It to Be Your Customer ? Great title!

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. Customer journey maps are a means to an end, not an end in themselves. They are one of many alternatives you can select to understand your customers' world.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

ijgolding

FEBRUARY 6, 2017

It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! Some are simple.

Customer Journey 113

Customer Journey Customer Journey Mapping Management Customer Experience Professionals 113

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. Customer journey maps are a means to an end, not an end in themselves. They are one of many alternatives you can select to understand your customers’ world.

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77

ChurnZero

FEBRUARY 9, 2021

Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. Sales: Customer Success.

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

GetFeedback

DECEMBER 2, 2019

Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. She is a customer experience speaker, writer, and consultant with more than 20 years of experience in assisting all types of companies, including Fortune 500.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ijgolding

SEPTEMBER 29, 2015

I found myself extremely fortunate and humbled to be judging the category that means most to me – the UK Customer Experience Professional of the Year. In fact, two of the finalists were so incredible, this year saw them both crowned UK Customer Experience Professional of the Year.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

Experience Investigators by 360Connext

JULY 27, 2023

Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience.

Customer Experience 198

Customer Experience Competitive Advantage Customer Experience Professionals Customers 198

Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. Since I started, customer experience and, specifically, customer journey mapping have become much more popular than before.

Customer Experience 102

Customer Experience Net Promoter Score Customer Journey Mapping NPS 102

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Brad Cleveland Blog

AUGUST 10, 2022

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

Customer Journey Mapping 26

Customer Journey Mapping Customer Journey Customer Experience Professionals Customers 26

PeopleMetrics

MAY 30, 2015

We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again. Ultimately, the point of customer experience strategy is to be more helpful to our fellow human beings.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Mapping Customer Journey 120

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.”

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Kerry Bodine

OCTOBER 5, 2015

Need help co-creating your customer experience strategy? Need to map your customer journey? Join our customer journey mapping workshop in San Francisco on November 17 & 18. ” It is part of a broader celebration of Customer Experience Day. Let us help !

Customer Experience 97

Customer Experience Customer Journey Mapping Workshop Customer Journey 97

Ian Williams

APRIL 29, 2016

Just over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. One tongue-in-cheek argument is to sack all of your customer experience professionals.

Customer Experience Professionals 94

Customer Experience Professionals Telecommunications Customer Journey Mapping Brands 94

Experience Matters

DECEMBER 15, 2015

Customer Journey Designing. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint. Customer experience has come a long way over the last few years, as CX practitioners have shared lessons learned and improved upon best practices.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Thematic

MARCH 5, 2019

There is no one way of doing anything when it comes to Customer Experience. The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them. Customer journey mapping more sophisticated today.

Customer Journey 69

Customer Journey Customer Journey Mapping Management Customer Experience Professionals 69

ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. Process improvement methodologies and discipline.

Customer Experience Design 127

Customer Experience Design Customer Experience Customer Experience Professionals 2009 127

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journey Mapping 108

Customer Journey Mapping Workshop Travel Consulting 108

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

CX Journey

OCTOBER 7, 2014

Personas are fictional characters created to describe your ideal prospect or actual customer. They are derived through primary research - research that can then also be used for your customer journey maps. Map the Customer Journey I''ve written a lot about journey mapping.

Customer Journey Mapping 65

Customer Journey Mapping Touchpoint Customer Journey Voice of Customer 65

Experience Investigators by 360Connext

JULY 12, 2022

Ask: What are the key moments along the journey where customers want to give us feedback? This is where a customer journey map can come in really handy! Related Article: Why Journey Map? It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143