Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Lumoa

NOVEMBER 10, 2021

As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. To do that, you’ll need to come up with a strategy for how you integrate multiple technologies to attract, retain, and delight your customers at every stage of your sales pipeline.

Customer Experience Design 78

Customer Experience Design Customer Experience User Experience Touchpoint 78

Storyminers

JUNE 15, 2015

The post Interview: Why Marketing Should be the Orchestrator of Customer Experience Design appeared first on Mike Wittenstein.

Customer Experience Design 95

Customer Experience Design Marketing Customer Experience Communication 95

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. But many companies fail to handle problems effectively, which contributes to poor customer experience and engagement.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience.

E-support 507

E-support Innovation Customer Centricity Loyalty 507

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

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Storyminers

NOVEMBER 25, 2020

They know why people fight change, and how to engage and inspire them. In this podcast we cover the next topic: Why CX design shouldn’t be about ROI. This episode is packed with tips and stories that would help any professional to become or improve the Customer-Centricity. Mike is the CEO of Storyminers.

Customer Experience Design 88

Customer Experience Design Customer Experience ROI Customer Centricity 88

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

2015 65

2015 White Paper Customer Experience Customer Experience Design 65

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Now, we won’t be donning capes or fighting villains.

Customer Experience Design 52

Customer Experience Design Customer Experience Net Promoter Score Touchpoint 52

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Beyond Philosophy

NOVEMBER 24, 2014

For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. Most organizations know what their Customer rational expectations are.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. So, who, exactly should we design a customer experience for?

B2C 137

B2C B2B Customer Experience Culture 137

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Think about a great customer experience you’ve had.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Workshop 52

Beyond Philosophy

MAY 31, 2019

So, what does that mean for your Customer Experience? Communicating these things is paramount for your Customer Experience. . Covering uncertainty is a significant area for Customer Experience. When dealing with a customer complaint, it could be detailing the next steps for the process.

Customer Experience 127

Customer Experience Events Social Media Insurance 127

Customer Bliss

JUNE 28, 2016

Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

OCTOBER 2, 2017

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Every Customer Experience professional wants to build customer loyalty.

Customer Experience Professionals 229

Customer Experience Professionals Customer Experience Rewards Programs Loyalty 229

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, this issue isn’t the only one facing society coming out of the pandemic.

Insights 153

Insights Customer Experience 2021 Books 153

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 243

Touchpoint Customer Experience Design Reference Brands 243

Beyond Philosophy

MARCH 12, 2015

What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

iCiDIGITAL

MAY 18, 2018

Executives who once viewed digital strategy and customer experience as tangential to their core business now view these areas as critical to company success and possibly to survival. How Does This Impact Customer Experience Design Projects? Provide a new structure for the person to engage in the project.

Customer Experience Design 45

Customer Experience Design Customer Experience User Experience Presentation 45

GetFeedback

JULY 19, 2019

Customer experience (CX) remains one of the most profuse opportunities for your business to stand out. Customer feedback should be cherished, not evaded. That’s because the value of customer feedback is heightened today as customer experience sways purchase decisions more than ever. Neutral feedback.

Social Media 262

Social Media Webinar Feedback Books 262

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten.

Customer Experience 81

Customer Experience Roadmap Employee Experience Customers 81

Beyond Philosophy

APRIL 24, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience.

Customer Experience 88

Customer Experience Consulting Customer Relationships Download 88

Storyminers

JANUARY 21, 2015

He’s known for thrilling readers with his engaging style. But he’s never thrilled them like this before.

Books 104

Books Social Media Customer Experience Design Blog 104

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Webinar Return on Investment 40

Customer Bliss

FEBRUARY 15, 2016

Customer experience is a priority to all. The question we discussed was; could the discipline and competencies required to lead a company through a customer experience transformation be led from marketing, by the CMO? Customer Experience Design. Process and Operational Engagement.

Leadership 141

Leadership Customer Experience Design Culture Customer Journey 141

Experience Matters

OCTOBER 15, 2015

Are Customer Emotions & Behaviors the Future of Customer Experience? ” Customer experience is all about people (human beings!) Customer experience efforts must do a much better job of dealing with this reality, with both customers and employees. Customer Experience Matters (video).

2015 118

2015 Webinar Customer Experience Design Customer Experience Management 118

Michelli Experience

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” billion customers. In his article Mark identifies three key ways that designers in the video and mobile gaming industry create “gamer engagement”, loyalty, and spend.

Customer Experience 85

Customer Experience Banking Sports Consulting 85

ShepHyken

JANUARY 10, 2017

Customer Experience Design. Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think about the entire customer experience.

Customer Experience Design 91

Customer Experience Design Books Customer Journey Customer Experience 91

Beyond Philosophy

AUGUST 4, 2015

I wrote about Key Performance Indicators (KPI) and their role in the Customer Experience. A Customer Experience, however, is about how they feel about the transaction, not the transaction itself. If you reward the transaction, why should employees care about how the Customer feels about it? And it’s working.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? The first one was, “We put customers first.”.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Michelli Experience

FEBRUARY 28, 2017

One organizing concept has proven to have a considerable amount of value when it comes to thinking about and constructing outstanding customer experiences. For our purposes, here’s how it relates to the relationships we have with our customers. Customer perceptions also regulate their actions toward a brand.

Customer Experience 92

Customer Experience Social Media Loyalty Customers 92

Beyond Philosophy

MAY 1, 2017

Most organizations realize Customer Experience is vital to their competitive differentiation. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in The Intuitive Customer. out of 5 teams have designed these into the customer experience.

Customers 133

Customers Webinar Customer Experience Loyalty 133