Retently

OCTOBER 1, 2018

Research from Vision Critical shows that the total annual cost of unhappy customers for businesses can go up to $537 trillion. What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question.

Customer Journey Mapping 107

Customer Journey Mapping Touchpoint Customer Journey Social Media 107

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. 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. Download report for $195.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Kerry Bodine

JUNE 2, 2015

Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. With a current-state journey map , you can: 1. And stay tuned!

Customer Journey Mapping 99

Customer Journey Mapping Customer Journey Webinar 2015 99

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become. JD Williams.

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. So many answers!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. SXSW 2015 was no exception. But what’s really right for your customers? SXSW: Customer Experience Technology.

Technology 265

Technology Customer Experience Social Media 2015 265

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

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. No common tools or process. Level of maturity.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Customer Bliss

NOVEMBER 3, 2016

Customer analysis is no doubt an important topic in CX. We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. The power of the customer room: Visual storytelling. The customer room is set up as an experience.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Robert Schmid (@roberteschmid) January 7, 2015. Here are a few ideas.

Marketing 250

Marketing Innovation Transportation Demo 250

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Boosting customer satisfaction with Alliant Energy.

ROI 269

ROI Measurement Brands Net Promoter Score 269

Strativity

AUGUST 4, 2015

NEW JERSEY, August 3, 2015 – In response to the growing demand for real journey mapping experience, for the first time, Strativity is disseminating best practices learned from 13 years and over 160 customer centric transformations with leading brands. Passion, Expertise and Execution.

Workshop 40

Workshop Customer Journey Customer Journey Mapping Management 40

SuiteCX

NOVEMBER 1, 2015

Harvard Business Review weighs in on the power of customer journeys in helping companies to differentiate via excellence in customer experience. Here’s the link: https://hbr.org/2015/11/competing-on-customer-journeys.

Customer Journey 40

Customer Journey 2015 Customers Customer Experience 40

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2015 Customer Centricity 40

Alida

FEBRUARY 22, 2017

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

CX Journey

NOVEMBER 17, 2015

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. Only your customers can outline the definitive map.

Workshop 83

Workshop Customer Journey Mapping Customer Journey Touchpoint 83

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. The result: happy, loyal customers. Clarabridge. NICE Systems. Rant & Rave.

2015 97

2015 Multi-Channel 2014 CEM 97

Kustomer

DECEMBER 4, 2019

NEW YORK, NY — December 4, 2019 — Kustomer, the SaaS platform reimagining enterprise customer service, announced today it raised $60 million in Series E funding. Kustomer is transforming customer service as we know it. Founded in 2015, Kustomer empowers businesses to succeed in today’s customer-first world.

Customer Service 98

Customer Service Omnichannel 2015 2019 98

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 145

Customer Insights Insights Webinar Innovation 145

Customer Bliss

FEBRUARY 17, 2015

Competency #3: Build a Customer Listening Path. Seek Input and Understanding, Aligned to the Customer Journey. The role of the Chief Customer Officer is to engage leaders and the organization to want to be a part of “one company” storytelling to unite decision-making and drive cross-company focus and action.

Chief Customer Officer 167

Chief Customer Officer 2015 Customer Journey Leadership 167

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. The answer: Digital Customer Education (CE). The answer: Digital Customer Education (CE).

Customer Success 52

Customer Success Management Customers 2015 52

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. This inevitably leads to problems and customers disappear. They need customers.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. She also is responsible for enhancing the company’s brand journey, including data analytics, digital marketing.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Strativity

MARCH 17, 2015

CRMXchange presents an in-depth online educational event that examines the latest trends and strategies: “Shaping the Journey of the Connected Customer”, March 16-19, at [link] View Keynote. Learning how to reduce customer effort. Understanding how to anticipate customer’s needs and provide proactive solutions to meet them.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

Strativity

OCTOBER 28, 2015

In their recent announcement of acquiring Touchpoint Dashboard’s leading SaaS journey mapping platform, customer experience specialist Strativity called the step a “natural progression,” expanding upon their investment in the journey mapping provider earlier in 2015. Click here to read more.

Touchpoint 40

Touchpoint Customer Journey Management 2015 40

Experience Investigators by 360Connext

APRIL 28, 2015

As readers of 360Connext are aware, microinteractions help form an integral part of any customer experience. We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

CX University

JANUARY 14, 2019

A lot of customer experience pundits are talking about AI. They say it is ushering in a new age, a Customer Experience 3.0. My question was: Who cares about promises; I am exhausted by all this thought leadership; I want specific examples; what are AI-driven solutions capable of achieving for customer experience, right now?

Customer Experience 108

Customer Experience Marketing 2018 Customer Journey 108

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. We agree and believe that customer experience is a reflection an organization’s culture and operating processes.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Only 29 out of 68 (about 43%) of respondents say their businesses have established a customer success program.

B2B 199

B2B 2019 Insights Metrics 199

Kustomer

FEBRUARY 23, 2021

Curated Set of Integrated Apps Helps Businesses Streamline CX Operations to Improve Agent Productivity and Customer Satisfaction. Businesses are racing to integrate new communications channels, artificial intelligence, chatbots and other innovations to create seamless, bespoke customer experiences at every step in the customer journey.

Connections 88

Connections Omnichannel Customer Experience 2021 88

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Customers benefit from sharing feedback too. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. The feedback conundrum. This is a unique problem.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Customer Bliss

FEBRUARY 12, 2015

Unite Accountability as Customers Experience You, Not Down Your Silos. Competency #2 gives leaders a framework for directing the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Chief Customer Officer 152

Chief Customer Officer 2015 Customer Journey Article 152