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? Here’s your training guide.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

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 Measurement 225

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.”. And for good reason.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

InMoment XI

OCTOBER 5, 2021

Well, there may be an “I” in “customer experience,” but there’s no arguing that customer experience is definitely a team sport. In our decades of experience, we’ve been a part of countless CX programs, and the most successful ones go into their efforts with a team-centric mentality. Story #3: Foot Locker.

Sports 260

Sports 2021 Definition Retail 260

ChurnZero

APRIL 1, 2024

AI is changing just about everything within the SaaS and technology space. What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. AI is here to stay and it will continue to make the lives of CSMs easier as it matures.

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

Experience Investigators by 360Connext

DECEMBER 17, 2019

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! All links open in a new tab — no need to worry about losing your spot.). #10: And mean it.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

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. YOU DON’T.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

ShepHyken

AUGUST 28, 2023

They break through the clutter of digital communication and create a meaningful connection with customers and clients. A well-thought-out client journey map can ensure that personalized notes are sent at the right moments. A well-thought-out client journey map can ensure that personalized notes are sent at the right moments.

Customer Experience 70

Customer Experience Insurance Loyalty Connections 70

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled. Myth 1: I’ve mapped once; I’m done.

Customer Journey Mapping 203

Customer Journey Mapping Customer Journey Webinar Document 203

Beyond Philosophy

JANUARY 29, 2022

Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. In this episode, we discuss Anna’s business pickle and how she can leverage what she learns in journey mapping to improve her organization’s customer strategy. But it isn’t.

Return on Investment 97

Return on Investment Customer Centricity Consulting Measurement 97

Beyond Philosophy

FEBRUARY 3, 2022

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.

Contact Center 78

Contact Center Return on Investment Customer Centricity Consulting 78

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. What’s NPS All About?

NPS 78

NPS Net Promoter Score Feedback User Experience 78

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. What happens to the customer then? Where do they go?

Customer Centricity 250

Customer Centricity Customer Journey Mapping Social Media Consulting 250

Feedbackly

MARCH 7, 2024

A business thrives on understanding and catering to its customers’ expectations, and data is an essential tool for this purpose. In fact, the latest CX trends show that data centralization will soon be a priority among brands that want high-quality data to deliver an exceptional customer experience. customer profiles).

2024 52

2024 Brands Customer Journey Mapping Competitive Advantage 52

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journey Mapping 83

Customer Journey Mapping Customer Experience Customer Service Touchpoint 83

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. First, every company should tinker with what’s working by experimenting and looking for better ways to do “what they’ve always done,” even if it’s working. Always look to improve everything, even when it’s working well.

Airlines 84

Airlines Workshop Customer Service Training Customer Service 84

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. It takes them back to the beginning of their time as CCOs to help reflect on lessons that they can pay forward to other practitioners of customer experience. Know Who’s an Advocate and Who’s an Outlier.

Engagement 334

Engagement Chief Customer Officer Financial Blog 334

Experience Investigators by 360Connext

DECEMBER 10, 2019

When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working customer journey map? Why map the retail customer journey?

Customer Journey 162

Customer Journey Retail Customer Journey Mapping Social Media 162

Education Services Group

JULY 18, 2023

So…quick question: What is a customer journey map? But let’s think about it for a moment. A customer journey map can be many things. Organizations that leverage them wisely use them as step-by-step guides for customer engagement throughout the customer lifecycle. need a customer journey map?

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Customer Success Social Media 52

Method:CRM

JULY 11, 2022

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement?

Customer Experience 92

Customer Experience Customer Journey Mapping Loyalty Programs Omnichannel 92

CSM Magazine

MARCH 13, 2023

Indoor maps are becoming an increasingly popular tool for retailers to improve the shopping experience for their customers. By providing shoppers with an interactive store map, retailers can help customers easily navigate their space, locate products, and find their way to checkout. What is Retail Mapping Software?

Retail 52

Retail E Commerce Customer Satisfaction Interaction 52

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 189

Management Insurance Net Promoter Score Connections 189

Daniel Group

APRIL 5, 2023

Learn How Improved Daily Customer Interactions Set Navistar Apart From Their Competition! Trish Reed, VP Zero Emissions, Navistar , discusses how CX is not about the score, or about managing performance of a dealer. She is VP of Zero Emissions at Navistar, and we’re going to be talking a bit about CX.

Interaction 98

Interaction 2025 Voice of Customer Financial 98

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s easy to TALK customer experience.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Feedbackly

OCTOBER 30, 2023

While nailing customer experience is a challenging task like getting hold of the golden snitch, having a program in place will ensure you have a clearly thought-out strategy to achieve it. A CX program is a strategic initiative centered on placing the customer at the heart of all business operations. What is a CX Program?

Customer Experience 52

Customer Experience Customer Journey Mapping Touchpoint Customer Journey 52

ShepHyken

NOVEMBER 27, 2018

It’s All About The Customer. Using Journey Mapping to Put the Customer Back into the Customer Experience (CX). Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. . .

Customer Centricity 105

Customer Centricity Social Media Customer Experience Feedback 105

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. If you’ve already devoured that and are ready for more, read on!

Customer Success 94

Customer Success Customer Journey Mapping NPS 2020 94

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 1: SuccessHACKER.

Customer Success 98

Customer Success Customer Journey Mapping Customer Centricity Leadership 98

Lumoa

NOVEMBER 10, 2021

The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. You can accomplish this feat by focusing on your customer experience design.

Customer Experience Design 83

Customer Experience Design Customer Experience User Experience Touchpoint 83

Totango

APRIL 25, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Out-of-the-Box Functionality .

Customer Journey 86

Customer Journey Customer Success Definition Blog 86

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. She has witnessed the evolution of customer experience and is very authoritative on the subject.

Customer Journey Mapping 92

Customer Journey Mapping Customer Journey Workshop Customers 92

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Feedback 83

Feedback Touchpoint Webinar Customers 83

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Feedbackly

JANUARY 13, 2023

Startup brands are always keen on learning how to attract and retain customers. While there’s no one-size fits model to keep customers happy, understanding your customers in and out can certainly help. This is where the customer journey comes in handy. What is customer journey? Why customer journey is important?

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Download 52

Education Services Group

JUNE 20, 2023

Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Customer Success 52

Kustomer

NOVEMBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jarvis Harris from Visier.

Sports 98

Sports Customers Document Sales 98