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

Experience Investigators by 360Connext

DECEMBER 11, 2014

Customer experience is seen as a project, not a way of business. Customer experience projects are great, as long as they are part of a bigger organizational mission. Creating an ideal customer journey map or sending out a survey is not enough to create a winning customer experience.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Strativity

MARCH 17, 2015

Exploring the deployment of improved customer support tools, including upgraded self-service options and solutions to build an effective knowledge foundation. The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

Beyond Philosophy

DECEMBER 4, 2014

From senior executives on down the chain, every employee needs to believe that how you collect bills to label shipments to transferring calls affect the emotional Customer experience. Creation of a detailed Customer Journey Map that includes the emotions of the Customer at each moment.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

Strativity

OCTOBER 31, 2014

Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Coming February 2015 . Date: February 3-4, 2015. Next Generation Customer Journey Mapping – Actionable, Results-Driving Tools . In brief: .

Customer Journey Mapping 52

Customer Journey Mapping 2014 2015 Presentation 52

Strativity

JUNE 16, 2015

. . June 2015 News & Insights. . . Free Journey Mapping Webinar . Many companies show interest in creating a map detailing their customers’ journey and subsequently create one , but then do nothing with it. Customer journey maps are a tool. June 18-19, 2015.

2015 40

2015 CEM Customer Journey Mapping Webinar 40

CX Journey

AUGUST 13, 2015

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.

Touchpoint 74

Touchpoint Customer Journey Mapping Effort Score 2015 74

Strativity

FEBRUARY 14, 2018

Touchpoint Dashboard completely transforms customer journey mapping to Journey Management – from static wall posters to dynamic documents with action planning”. In Peter’s words “We recognised that many CX professionals needed a software tool that overcame the inadequacies of post-it notes adhered to wall posters.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint Customer Journey 2015 40

Lumoa

APRIL 1, 2020

Surely, a customer-focused team would be best to handle a customer-facing metric aggregation. However, larger, more established companies have proven that a customer insight strategy is best implemented cross-functionally. Take, for example, Unilever, which in 2015 generated $60 billion in revenue with a sales growth of 4.1%.

Customer Insights 83

Customer Insights Insights Customer Journey Mapping Net Promoter Score 83

CX Journey

OCTOBER 1, 2015

Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015. It’s also - rather, especially - true for your customer experience transformation efforts. This is where customer journey mapping plays a huge role.

Touchpoint 68

Touchpoint Customer Journey Mapping 2015 Employee Experience 68

Strativity

JULY 14, 2015

Take a look at our July Newsletter featuring some Monday motivation, workshops of Customer Journey Management, and a case study on Mercedes-Benz’s Customer Experience Transformation. Openness and flexibility are what allow you to create experiences that are intimate and suitable to your customers.”

Customer Journey Mapping 40

Customer Journey Mapping 2015 Workshop Webinar 40

Experience Investigators by 360Connext

DECEMBER 29, 2014

Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Are you ready to make 2015 even better? How are you creating a better customer experience for next year?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

CX Workout - Ideas Blog

JUNE 16, 2016

You don’t want a map that is a snapshot, continually getting more out of date by the day. You don’t want to see a July 2015 map today, you want an up to date map, one aligned with real actionable information is even better. Beginning the work to see things from the outside-in is incredibly valuable.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint 2015 Document 40

CX Workout - Ideas Blog

JUNE 16, 2016

You don’t want a map that is a snapshot, continually getting more out of date by the day. You don’t want to see a July 2015 map today, you want an up to date map, one aligned with real actionable information is even better. The post Why a static journey map isn’t the answer appeared first on CX Workout.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint 2015 Document 40

CX Workout - Ideas Blog

JUNE 16, 2016

You don’t want a map that is a snapshot, continually getting more out of date by the day. You don’t want to see a July 2015 map today, you want an up to date map, one aligned with real actionable information is even better. The post Why a static journey map isn’t the answer appeared first on CX Workout.

Customer Journey Mapping 40

Customer Journey Mapping Touchpoint 2015 Document 40

Clicktools

AUGUST 16, 2017

Technology in the digital transformation has changed every aspect of business—especially how we communicate with customers. How Technology Has Changed the Customer Journey. Technology’s Influence on the Customer Journey. Mastering Customer Experience Starts With Customer Journey Mapping.

Communication 40

Communication Technology Social Media Customer Journey Mapping 40

SuiteCX

APRIL 10, 2017

Through the use of consultative workshops, we can pull disparate teams together to solve existing customer experience issues. Knowing the customer’s primary communication channel(s) is of utmost importance, and having permission to provide a notification via text or mobile application increases the effectiveness of communication.

Automotive 40

Automotive Customer Journey Mapping Events Competitive Advantage 40

SuiteCX

APRIL 10, 2017

Through the use of consultative workshops, we can pull disparate teams together to solve existing customer experience issues. Knowing the customer’s primary communication channel(s) is of utmost importance, and having permission to provide a notification via text or mobile application increases the effectiveness of communication.

Automotive 40

Automotive Customer Journey Mapping Events Competitive Advantage 40

Kerry Bodine

JANUARY 11, 2017

Our next open enrollment customer journey mapping workshop will be Feb 21 & 22 in San Diego. We’ll also be hosting open enrollment journey mapping workshops in Chicago (May), San Francisco (August), and Boston (October). Stay tuned to my Twitter feed or our blog for future announcements.

Workshop 0

Workshop 2017 Customer Journey Mapping 2015 0

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. This year did not disappoint.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

Feedbackly

SEPTEMBER 17, 2018

A good way to benchmark your business’ customer experience is to first create a customer journey map. Your customer journey map will differ depending on your business model but a basic customer journey map may contain these stages: Awareness. Consideration.

Customer Experience 53

Customer Experience Customer Journey Mapping Customer Journey Net Promoter Score 53

Experience Matters

DECEMBER 31, 2015

As the year comes to an end, I want to thank everyone who has been reading and sharing this blog. It’s a pleasure and an honor to be a part of your customer experience efforts, and I look forward to helping you drive even more success next year. Report: 2015 Temkin Experience Ratings. What is Customer Experience?

2015 75

2015 Net Promoter Score 2014 Customer Journey Mapping 75

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Chip Bell. Hilary George-Parkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Pointillist

MAY 23, 2018

Journey mapping is the most widely practiced form of journey analytics and is a technique that has grown in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Chip Bell. Hilary George-Parkin.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Avaya

DECEMBER 6, 2016

Customer journey analytics is a process designed to provide this comprehensive view and deliver deep benefits organization-wide—so much so that 60% of all large organizations are expected to develop customer journey mapping capabilities by 2018 , according to Gartner. Making Customer Journey Analytics Work for You.

Customer Experience 66

Customer Experience Customer Journey 2015 Contact Center 66

CX Journey

AUGUST 25, 2015

Image courtesy of ~db~ Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 19, 2015. In a post from earlier this month , I wrote about the most-basic and most-important rule of customer journey mapping: maps must be created from the customer viewpoint.

Customer Journey Mapping 64

Customer Journey Mapping Touchpoint 2015 Customer Centricity 64

COPC

MAY 16, 2018

So, how can you and your organization figure out which channels and solutions your customers want to use? One suggestion: take a customer-centric approach to channel management. 2) Do our offerings match the channel and interaction preferences of our customers?

2017 42

2017 Social Media Consumers Customer Journey Mapping 42

Customer Guru

DECEMBER 13, 2017

Employees don’t understand what good customer experience means. In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Customer Interactions

JULY 7, 2015

Ever feel like you have content overload, so many blogs, websites and publishers pushing content at you 24/7 that you just don’t know what to read first? This week we feature an interesting infographic from dmnews.com showing how not dealing with customer problems properly can inflate to much bigger problems. Check them out.

2015 48

2015 Customer Journey Mapping Customer Journey Blog 48

Tricia Morris

AUGUST 21, 2015

The top three major discoveries of the past few months (years, in some cases): – Social isn’t currently succeeding for customer service (with data to prove it). – Customer journey mapping sounds like BPO (but will try it to appease stakeholders.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111