GetFeedback

AUGUST 14, 2019

Online surveys can provide insights if your digital experience is meeting customer and prospect needs. Gathering CSAT feedback after a major milestone in onboarding or deployment can help customers feel like they have an avenue for feedback. Customer journey mapping and CSAT scores: a satisfying match.

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

FEBRUARY 18, 2020

The Best Free (and Cheap) Customer Experience Training Courses Online. Get access to all three of Jeannie's Customer Experience courses and 14,000+ more. Plus, get Jeannie's weekly letter with insights unavailable anywhere else. Writing Customer Service Emails by Leslie O’Flahavan. by Jeannie Walters.

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

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. In this 3-part series, we’ll look at 3 keys to getting it right: focus on the customers’ experience journey, map for actionability, and apply insights everywhere.

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77

ijgolding

OCTOBER 6, 2014

What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. Whether it makes you laugh, cry or feel pity for me, I genuinely hope that my diary provides a useful insight into my work in helping organisations to become more customer centric.

Customer Experience Professionals 80

Customer Experience Professionals Workshop 2014 Customer Experience 80

SurveySparrow

JANUARY 28, 2020

That’s when I began exploring ways to capture what customers were thinking and feeling during a journey, and just as importantly, ways to turn that data into easy-to-digest, actionable insights. What process do you go through to uncover and chart the customer journeys of your clients? Great title! Thank you, Jim.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

GetFeedback

DECEMBER 2, 2019

One more thing—I recently did a webinar with GetFeedback where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Get the Guide.

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

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

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

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

Experience Investigators by 360Connext

JULY 12, 2022

When designed to be an active part of the Voice of the Customer program, these are more than just a passive “nice to know.” ” Listening Posts are integral to gathering the right insights at the right time and then turning those insights into action. What are we unsure about in our customer’s experience?

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

Customer Guru

AUGUST 21, 2018

Apart from being an author, Kerry is also a renowned speaker and an insightful coach. Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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. Organizations will rethink their offerings and operating processes, baking in assumptions that customers and employees are continuously connected.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

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. These are empathy, insights and prototyping. Market research vs Design research.

Customer Experience Design 127

Customer Experience Design Customer Experience Customer Experience Professionals 2009 127

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

CX Journey

OCTOBER 7, 2014

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. It''s important to understand that journey maps are not the same thing as lifecycle maps.

Customer Journey Mapping 65

Customer Journey Mapping Touchpoint Voice of Customer Customer Journey 65

ClearAction

OCTOBER 25, 2015

Yet, for customer experience professionals, those things are typically what we eat, drink and sleep. Minimize invasion by making it easy for customers to give you feedback whenever and however they want, and by requesting specific feedback only as often as you make change happen. Voice of the Customer: Do This, Not That.

Customer Experience 88

Customer Experience ROI Customer Experience Management Customer Journey Mapping 88

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. This is similar to the “living journey maps” concept that was present in our initial release. Experience.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. CXPA Insight Exchange.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

SurveySparrow

JUNE 21, 2023

Thus, the primary objective of this consultant is to amplify the quality of customer interactions across touchpoints, driving customer satisfaction, loyalty, and advocacy. Unraveling the Art of Customer Journey Mapping One of the key competencies for any CX consultant is the mastery of customer journey mapping.

Consulting 52

Consulting Metrics Customer Journey Mapping Customer Experience 52

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. I've almost started calling it X now.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. We’re a small company specialised in customer insights, CX consulting and training/change management. I recently did a customer journey mapping project with a Dutch retailer.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

Clarabridge

JANUARY 31, 2017

In any customer journey mapping initiative, there’s likely to be some debate over how to define the different phases a customer goes through in their journey. You might never find a customer journey map missing the buying phase, but there is one critical area missing far too often—when you are losing customers.

Customer Journey Mapping 45

Customer Journey Mapping Wireless Customer Experience Professionals Customer Journey 45

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. For useful insights on CX, read his blog, Experience Matters. Why we love Augie: He’s the Sr. Clare Muscutt.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CSM Magazine

MAY 19, 2023

Processes and Technologies in Customer Experience Engineering Customer Journey Mapping Customer journey mapping is a crucial process in customer experience engineering. This helps businesses identify bottlenecks, pain points, and opportunities to enhance customer experience.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. Current State & Future state from cx-journey.com 3.

Customer Experience 88

Customer Experience Net Promoter Score Metrics NPS 88

CSM Magazine

DECEMBER 14, 2015

Companies will increasingly use “customer effort” as a key customer experience metric. Customer Journey Designing. Mobile will continue to gain momentum and companies will design experience that go beyond apps and mobile websites. Effort Metric Expanding. Mobile, Mobile, Mobile, Continuing.

2016 45

2016 Customer Experience Customer Journey Mapping Contact Center 45

Clarabridge

JANUARY 31, 2017

In any customer journey mapping initiative, there’s likely to be some debate over how to define the different phases a customer goes through in their journey. You might never find a customer journey map missing the buying phase, but there is one critical area missing far too often—when you are losing customers.

Customer Journey Mapping 40

Customer Journey Mapping Wireless Customer Experience Professionals Customer Journey 40

Pointillist

APRIL 17, 2019

Business Intelligence Solutions Since they were first introduced in the late 1970s, Business Intelligence (BI) tools have played a critical role in helping businesses turn raw data into insights. BI platforms are used by analysts and business users alike to turn raw data into meaningful insights and actionable information.

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. This can be fun and innovating, when you think about it.

Customer Journey 100

Customer Journey B2C Innovation Customers 100

SurveySparrow

OCTOBER 25, 2019

A survey conducted for 100 customer experience professionals by Forrester, 58% of respondents said their organization drive customer experience innovation by watching what their competitors are doing. Companies leverage every customer touchpoint to gather insights to provide a more personalized experience.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40