CX Journey

NOVEMBER 28, 2018

Back in 2015, I wrote a post titled Hey! Image courtesy of Pixabay Are you adding data to your journey maps? You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps.

Call Recording 34

Call Recording Effort Score Metrics 2015 34

Retently

AUGUST 9, 2018

The company even went as far as giving up on the 6-speed manual transmission the brand’s sports cars were well-known for and introducing big cup holders – all because Voice of the Customer data revealed that’s what their clients wanted. By 2015, Cayenne sales generated around half of the Porsche’s total profit.

Feedback 111

Feedback Insights CEM Net Promoter Score 111

Lumoa

NOVEMBER 29, 2021

Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard.

ROI 103

ROI Customer Experience NPS Financial 103

ClearAction

OCTOBER 25, 2018

“Customer behavior, emotions, actions, input and feedback are used to define marketing mixes without regard for traditional organizational ‘sacred cows’. The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.” 6 Drucker on Marketing , William Cohen.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

CX Journey

JULY 7, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. The immediate next step for this type of map is to do some customer research.

Touchpoint 68

Touchpoint Call Recording 2015 Roadmap 68

Second to None

JANUARY 22, 2019

It doesn’t matter, according to Miles, if you are operating in a B2B or B2C environment, the key is to ask yourself, “What are our customers’ customers trying to accomplish?”. Protect the customer while removing friction from the transaction. Total revenue from mobile transactions is expected to double between 2015 and 2018.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Confirmit

DECEMBER 22, 2016

Even if it does keep me away from the snacks in NYC… Voice of the Customer Voice of the Employee Market Research Company. As a salesperson, spending time with clients is my favorite part of my job and the more I’m able to do that, the more fun I have.

2015 45

2015 Travel Customer Voice Blog 45

Lumoa

JULY 10, 2018

Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info. And yet still, acting on the customer feedback is hard.

ROI 121

ROI Customer Experience Financial NPS 121

CX Journey

JANUARY 22, 2016

It was published on their blog on August 20, 2015. When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. Image courtesy of Thomas Hawk I originally wrote today's post for Intradiem.

Innovation 59

Innovation Voice of Customer 2015 Books 59