Kerry Bodine

DECEMBER 30, 2020

Because as it turns out, customer experience is even more important during a pandemic than it ever was before. Number 9: 5 Steps To Mapping The Customer Journey. Over the past several years, we’ve refined our approach to journey mapping. What is journey analytics ? I won’t say any more here.

2020 90

2020 Customer Experience Customer Journey Customer Journey Mapping 90

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.

2014 66

2014 Customer Experience 2015 Touchpoint 66

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. Customer Journey Deliberations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

APRIL 24, 2015

As part of our upcoming celebration of Temkin Group’s 5th year anniversary , I took a look at the readership levels on the Customer Experience Matters ® blog over the previous five years. Here the five most popular posts: Free eBook: The 6 Laws Of Customer Experience (July 2008).

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

Kerry Bodine

OCTOBER 20, 2016

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience.

Customer Journey 48

Customer Journey Customer Journey Mapping Workshop Transportation 48

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

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

Strativity

OCTOBER 31, 2014

October 2014 News & Insights. We have improved our user experience by offering direct access to the hottest topics in the industry. Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . November 17, 2014.

Customer Journey Mapping 52

Customer Journey Mapping 2014 2015 Presentation 52

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. What is big data? Data must be centralized. Data must be socialized.

Customer Experience 71

Customer Experience Customer Journey Mapping 2014 Voice of Customer 71

Touchpoint Dashboard

JANUARY 7, 2015

Today’s post is a modification of one that Annette wrote for CX Journey™ on September 23, 2014. What’s the difference between a customer experience lifecycle map and a customer journey map? Blog customer experience Experience Map Journey Map lifecycle map Touchpoint Map'

Customer Journey Mapping 63

Customer Journey Mapping 2014 Touchpoint Customer Journey 63

Touchpoint Dashboard

DECEMBER 24, 2014

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on August 1, 2014. Did you know that the most important and most powerful training tool, the one that’s going to help your employees deliver a great customer experience, is a customer journey map?

Customer Journey Mapping 61

Customer Journey Mapping 2014 Employee Experience Customer Journey 61

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

Customer Interactions

JULY 7, 2015

As Loie Maxwell, former VP of Creative at Starbucks explains, what a customer experiences as “magic” is actually driven by data and carefully engineered design.

2014 28

2014 Customer Journey Mapping Social Media Customer Journey 28

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

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.

Engagement 40

Engagement Customer Journey Mapping 2015 Leadership 40

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. Breaking it down.

Customer Journey Mapping 142

Customer Journey Mapping Customer Journey CEM Blog 142

Customer Interactions

JULY 7, 2015

For customer experience professionals, the saying should be, “never presume to understand a customer until you’ve walked a mile in their shoes.” This week’s CX Buzz of the Week is all about customer journey mapping.

2014 28

2014 Customer Journey Mapping Customer Experience Professionals Customer Journey 28

CX Journey

OCTOBER 30, 2014

Image courtesy of jonathankosread I originally wrote today''s blog for MindTouch; it appeared on their blog on June 2, 2014. They are certainly an interesting study of customer understanding! So let''s think for a moment how that applies to customer experience. customer experience emotions empathy personas'

Customer Journey Mapping 65

Customer Journey Mapping 2014 Customers Blog 65

CX Journey

JANUARY 2, 2015

It appeared on their blog on August 21, 2014. In a customer experience sort of way. You want your employees to deliver a great customer experience for your customers, right? What must they know in order to deliver the experience customers expect? In the 1980s, there was a G.I.

Culture 61

Culture Customer Journey Mapping 2014 Customer Centricity 61

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

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

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Culture 2025 Webinar 69

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Customer Journey Mapping is another case in point.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. Understanding customer touchpoints is essential to delivering a superior customer experience. Infographic: Emotion is the Experience.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Retently

MAY 9, 2024

Getting your retention strategy right means understanding these benefits and putting practices into place that make your customers feel valued and understood. It’s not just about preventing them from leaving but creating a customer experience that would make them willing to stick around. Are you proactive or reactive?

Customer Retention 78

Customer Retention B2B Customers Loyalty Programs 78

Strativity

DECEMBER 15, 2014

Report addresses key factors companies should consider when choosing a consultancy to assist with redesigning the customer journey. Hackensack, NJ (PRWEB) December 16, 2014. report, Getting Help with Customer Journey Maps. is a global Customer Experience transformation firm.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2014 Consulting 40

Kerry Bodine

JANUARY 11, 2019

Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle. The two main differences: 1) Customer journeys align with your customers’ goals or tasks — lifecycles don’t.

2018 76

2018 Customer Experience Customer Journey Mapping Customer Journey 76

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CustomerSuccessBox

JUNE 8, 2022

Then the third type of solution and lose when you have a fair, you know, fairly mature product, you have a fairly mature customer service. However, your customer success function or your strategy around customer success is super reactive. So from a strategic standpoint, we can fix things in the customer journey.

Management 52

Management Customer Success 2013 Metrics 52

Kerry Bodine

JANUARY 27, 2018

Hypothesis journey mapping is necessary because it ensures you’re not reinventing the wheel with your journey mapping efforts, but rather building on what your organization already knows about the customer experience. Number 8: Customer Experience & Service Design: Let’s Be BFFs.

2017 0

2017 Customer Journey Mapping Customer Experience Workshop 0

Kerry Bodine

JANUARY 10, 2019

Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle. The two main differences: 1) Customer journeys align with your customers’ goals or tasks — lifecycles don’t.

2018 48

2018 Customer Experience Customer Journey Mapping Customer Journey 48

Experience Matters

DECEMBER 31, 2014

Here are the 20 posts that were read by the most people in 2014 (in alphabetical order). 14 Customer Experience Trends for 2014 (The Year of Empathy). 2014 Temkin Experience Ratings. Don’t Confuse Customer Service With Customer Experience (2009). Customer experience'

2014 101

2014 Net Promoter Score 2009 2008 101

ijgolding

SEPTEMBER 29, 2015

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

Michel Falcon Experience

OCTOBER 21, 2015

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. It’s common for me to open my keynote speaking engagements by asking the audience two questions, so I can gain context around where they are at in their customer experience development plans.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.

Customer Journey Mapping 62

Customer Journey Mapping 2014 Touchpoint Customer Centricity 62

ProProfs Chat

JUNE 14, 2019

Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. For this reason, customer experience has become the key to business success. Forrester. Forrester.

2019 90

2019 Customer Service Social Media Poor Customer Service 90