Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. It’s a hot topic.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Investigators by 360Connext

OCTOBER 6, 2014

The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Here are five ways to encourage your organization to become more focused on what matters – the customer. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. They’re guided to diagnose problems and propose customer-centric solutions by a professional customer experience facilitator.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. Customer journey mapping is a critical step in customer experience transformation.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2014 Customer Centricity 40

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Customer Guru

APRIL 5, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience Design 92

Customer Experience Design Customer Experience E Commerce Customer Centricity 92

Strativity

OCTOBER 31, 2014

October 2014 News & Insights. Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Sign up to watch Lior Arussy’s presentation from The Conference Board’s 2014 Change Management Conference. November 17, 2014.

Customer Journey Mapping 52

Customer Journey Mapping 2014 2015 Presentation 52

CSM Practice

FEBRUARY 24, 2020

This critical phase is where customers get a first-hand experience of the potential value of the product to their key business outcomes , and as a result, they form their first impressions. These deep-rooted first impressions are crucial to the customer journey. 3 New Customer Onboarding Best Practices: [link].

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Thunderhead

MARCH 25, 2019

Customer Experience is getting the recognition it has long deserved. In 2018, Thunderhead was named as a Leader in the Forrester Wave for Customer Journey Analytics for the second time. The Wave is comprised of two reports: Journey Orchestration and Visioning. Hype aside, this is true customer-centricity.

2018 40

2018 Customer Centricity 2014 Customer Journey 40

SaleMove

MAY 8, 2018

Every business that takes the time to implement a customer experience strategy likely has the same goal: for their customers to have a seamless customer journey when doing business with them and become brand ambassadors. 89% of companies expect to compete on the basis of customer experience in the near future.

Customer Journey 40

Customer Journey Customer Centricity 2014 Omnichannel 40

CSM Practice

FEBRUARY 24, 2020

This critical phase is where customers get a first-hand experience of the potential value of the product to their key business outcomes , and as a result, they form their first impressions. These deep-rooted first impressions are crucial to the customer journey. 3 New Customer Onboarding Best Practices: [link].

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

This critical phase is where customers get a first-hand experience of the potential value of the product to their key business outcomes , and as a result, they form their first impressions. These deep-rooted first impressions are crucial to the customer journey. 3 New Customer Onboarding Best Practices: [link].

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! Monday 29th September 2014. Tuesday 30th September 2014.

Customer Experience Professionals 80

Customer Experience Professionals Workshop Customer Experience 2014 80

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. In fact I was so pleased, I wrote a Customer Experience Review about them – a review that you can read here.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

Second to None

APRIL 9, 2018

As a result, Sephora has managed to provide the unique value that their customers want, and provide this value at every point along the customer journey. Mary Beth Laughton, who had been the company’s svp of digital since 2014, assumed a new title as evp of omni retail.

Brands 54

Brands E Commerce Retail Loyalty 54

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Do your employees have a clear line of sight to your customers? In this case, the target is the customer and the customer experience. alignment culture customer experience customer-centric culture employee experience'

Customer Journey Mapping 64

Customer Journey Mapping Culture Touchpoint 2014 64

Maz Iqbal

DECEMBER 30, 2014

So in this final conversation of 2014, I want to share with you my thoughts on what it takes to become great; greatness necessarily involves effecting significant and substantial change. Or the customer journey mapping? IVR) have they taken you to the heights of sales effectiveness and/or customer service delight?

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

ClearAction

MARCH 21, 2017

.” He found that people whose role was far removed from customers or culture cared deeply about both, and have valuable inputs to what we should be doing now and for the future. This endeavor led to an array of positive changes that are building new outlooks and skills, stronger handoffs and smoother customer journeys.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

ClearAction

MARCH 21, 2017

.” He found that people whose role was far removed from customers or culture cared deeply about both, and have valuable inputs to what we should be doing now and for the future. This endeavor led to an array of positive changes that are building new outlooks and skills, stronger handoffs and smoother customer journeys.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. days to 22.9

Engagement 40

Engagement Customer Journey Mapping 2015 Leadership 40

CSM Practice

FEBRUARY 20, 2020

As a result of the insights and resultant playbooks, the customer success team continually drives business outcomes for their clients at scale and in a proactive manner. This stage is the height of customer success maturity where the entire organization becomes customer-centric. Identify triggers for those moments.

Customer Success 52

Customer Success Engagement 2014 Customer Centricity 52

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Analyze Analyze is all about how you tea se out mean ing from your customer data.

Culture 62

Culture 2014 Employee Experience 2017 62

Kayako

MAY 11, 2017

Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service. They recognize, as we discussed, the importance of exceeding your customer’s expectations , and adding “bang” for their buck. Meet your customers where they are in their journey.

Customers 99

Customers Customer Journey Customer Retention 2014 99

SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. from 2014 to 2019. Six Steps to Best-in-Class Customer Experience. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019.

Customer Experience 40

Customer Experience 2015 2014 Multi-Channel 40

CX Journey

JANUARY 2, 2015

It appeared on their blog on August 21, 2014. At the same time, the knowledge must go beyond listening to really understanding who your customers are and what they are trying to do. Customer Journeys : A customer journey map is the ultimate tool to help connect all employees to how they impact the customer experience.

Culture 61

Culture Customer Journey Mapping 2014 Customer Centricity 61

Smith+co CX

MARCH 20, 2014

As we are all realising however, we’re having to completely re-think this approach since the continued growth of digital and social channels means the customer (a bit like those pesky electrons) can exist in several places at once. The traditional customer journey. The quantum customer journey.

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journey 51

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? If you''ve got this fan base, you should never reach this customer experience inflection point. But, customers can''t control your internal decisions. I originally wrote today''s post for Intradiem. Time to fix that.

Culture 69

Culture Leadership Events 2014 69

ijgolding

SEPTEMBER 24, 2014

I am very fortunate to travel a great deal as I help and guide organisations on their customer centric journeys. However, I am confident that the method I adopt can help both the brands involved and others learn about the significance of the end to end Customer Experience. 24th September 2014. Flight Details.

Customer Experience 98

Customer Experience Airlines Travel Entertainment 98

Smith+co CX

APRIL 7, 2014

One of the positive areas in which omni-channel has moved us towards is the need to look at the whole customer journey and not just focus on the silos of individual channels. There are definitely benefits to omni vs multi-channel but we need to take a more customer-centric view and we need to simplify the language.

Multi-Channel 31

Multi-Channel Touchpoint Banking 2014 31

Natalie Petouhof

MAY 25, 2016

After a home fire struck one of Stagg’s relatives in 2014, the co-founders realized the shortcomings of existing smoke detectors and set out to build the world’s safest and smartest smoke alarms. Market-leading and early adopter organizations must account for how IoT initiatives deliver a customer- centric experience.

2011 45

2011 2012 2014 Innovation 45

Ian Williams

NOVEMBER 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examine the origins and principles of journey mapping, with the follow on blog looking at different elements, approaches and methodologies. CX (Customer experience) is the real deal. Do we look at the customer lifecycle (e.g.

Customer Journey Mapping 142

Customer Journey Mapping Customer Journey CEM Blog 142

ijgolding

AUGUST 11, 2015

British Gas as part of your mission statement, you say ‘Everything we do is about proving affordable, hassle free service, to keep British homes and businesses running smoothly’ I beg to differ and here is why… We were delighted upon moving to our new house in September 2014-a new start our family and a new baby on the way.

Customer Experience 88

Customer Experience Customers 2014 Customer Retention 88

Chattermill

JULY 31, 2019

What does it mean to be “Customer Centric” and why is it important? customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice?

Customer Centricity 45

Customer Centricity Social Media Touchpoint NPS 45

Horizon CX

DECEMBER 31, 2018

Customer Journey Mapping is another case in point. Nothing significant that I can tell outside of not enough attention or credence being paid to why it’s such an important tool in the CX toolkit and one that should be applied early in the CX journey rather than later. We just need to become more reasonable.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

Qualtrics

DECEMBER 5, 2019

Perhaps the turning point for the brand was the release of the Lego Movie in 2014. The company is resolutely customer-centric , and has said it’s committed to adding value with every innovation: “a new solution must enhance the customer experience in a useful way” , in their words.

Innovation 43

Innovation Brands 2006 Banking 43