Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ClearAction

OCTOBER 25, 2015

1) Drive significant change in order to drive significant ROI : most customer experience efforts start out with a technology buy, taking cues from vendors about what customer experience managemen t entails. Other articles in this series: Customer Experience Governance, Do This, Not That.

Customer Experience 88

Customer Experience ROI Customer Experience Management Customer Journey Mapping 88

Think Customers

DECEMBER 13, 2021

Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand. You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps. The post 6 ways to renew (and stick to!)

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Thematic

FEBRUARY 19, 2019

So you see, an important part of getting buy in is understanding them , the people you are trying to get buy-in from, (this is the key to “ How to Win Friends and Influence People”, the famous book by Dale Carnegie). Create a customer lifecycle map that includes everyone. Your stakeholders have their belief, you have yours.

Customer Experience 54

Customer Experience Customer Journey Mapping Net Promoter Score Leadership 54

CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0: Customer rooms allow them to.

Chief Customer Officer 71

Chief Customer Officer Customer Journey Mapping Hospitality Customers 71

ClearAction

MARCH 23, 2015

Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Other articles in this series: Customer Experience Strategy: Do This, Not That. Customer-Centered Culture: Do This, Not That. Voice of the Customer: Do This, Not That.

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

Kustomer

APRIL 8, 2021

On this note, Stacy mentions that her company has a book club and she feels that it has become so successful because of the friendliness between her coworkers, which opens a space for nonjudgemental conversation. I believe that companies, especially old school companies are still understanding that customer experience is a competitive weapon.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

ChurnZero

JUNE 27, 2023

In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1. Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI).

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 52

Lumoa

MARCH 12, 2023

Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Streamlined customer journey mapping. Qualtrics Qualtrics is a comprehensive customer experience management platform for collecting and analyzing customer feedback.

Customer Experience 83

Customer Experience Customer Journey Mapping NPS Consulting 83

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Gainsight

DECEMBER 14, 2020

Using my finance background, I built different ROI models for our board to understand and justify customer success expenditures. This explanation was especially critical in growing and supporting all our CS team members—from the Chief Customer Officer Mark Cannon to every CSM. So, we created a handful of customer journey maps.

Customer Success 52

Customer Success Chief Customer Officer Customer Journey Mapping Books 52

CustomerSuccessBox

DECEMBER 24, 2021

Highlight the ROI or the value that they received or the positive impact that your product was able to offer. Reimagining the way processes work can tremendously improve customer experience. It basically ties back to the earlier point of establishing a clearly defined customer journey. always deserves customer loyalty.

Customer Success 52

Customer Success Chief Customer Officer Customer Journey Mapping Touchpoint 52

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

FEBRUARY 26, 2015

How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Customer journey maps are a means to an end, not an end in themselves.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. Customer journey maps are a means to an end, not an end in themselves. They are one of many alternatives you can select to understand your customers' world.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

inQuba

JUNE 7, 2021

How leading businesses are turning from the customer journey map to the customer. You wouldn’t knowingly accept a one-size-fits-all trip like this, so why do we think that our customers would? Unfortunately, customer journey mapping makes similar assumptions. Book a demo.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Measurement 52

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. Customer journey maps are a means to an end, not an end in themselves. They are one of many alternatives you can select to understand your customers’ world.

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77

Pointillist

MAY 23, 2018

A global travel company, for example, used journey discovery to focus on the journeys of 20,000 anonymous customers and connect their online and offline behaviors—incremental holiday bookings, email open rates and click-through rates—to create unified journeys. Serve as a CX change management and governance tool.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ClearAction

DECEMBER 16, 2017

NOT THAT: Assuming that whoever signs the contract or transacts with your service organization is a spokesperson for their company, or that a series of transactions represents the customer experience that can be reasonably tied to bookings. DO THIS: Weight and nest the parties’ inputs for more realistic linkages to bookings.

B2B 86

B2B Customer Experience Customer Experience Management Customer Journey Mapping 86

C3Centricity

DECEMBER 31, 2018

This post lays out the importance of being data driven, innovative, collaborative and agile to succeed a customer first strategy. Do You Know Your Customer Journey Map & the Emotions Overlay? It is what your customers think it is; its brand image, personality and its value to them.

2018 83

2018 Brands Customer Journey Mapping 2019 83

Bold360

DECEMBER 1, 2016

He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. “Organizations make many mistakes when selecting a customer relationship management solution.

Customer Experience 104

Customer Experience Customers Consulting E-support 104