Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. The typical journey map is usually insufficient.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

Experience Investigators by 360Connext

DECEMBER 29, 2014

What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened. How do smart companies maintain a customer-centric culture as they grow? Customer Experience is…What, Exactly?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Customer Bliss

JULY 26, 2016

You need to move from widgets, spreadsheets, numbers, and KPIs to a “why” culture — and one centered around stories. Here’s one example: Safelite had a hypothesis that all customers wanted a two-hour time window, i.e. between 2pm-4pm. Renee recommends two major channels: customer focus groups and data points.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

ShepHyken

JUNE 7, 2021

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona.

Article 134

Article 2021 Customer Service Loyalty Programs 134

ShepHyken

MARCH 1, 2021

Here’s his take on CX programs, and specifically, building and sustaining a customer-centric culture that contributes to repeat business (even loyalty) and evangelism. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. And, my podcast, Amazing Business Radio, is featured.

Article 80

Article 2021 E Commerce Customer Journey Mapping 80

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

ShepHyken

SEPTEMBER 26, 2016

Agencies Turning to ‘Customer Journey Maps’ to Tackle Service Woes by Nicole Ogrysko. Federal News Radio) As agencies begin to pay greater attention to customer service, more organizations are developing customer experience “journey maps” to help them better understand and respond to their constituents.

2016 121

2016 Article Customer Journey Mapping Customer Service 121

ShepHyken

JANUARY 18, 2021

For example, I believe you should obsess about customer journey maps, but they have to be done right. 5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. Diginomica) How do you enrich the customer experience amidst the current turbulence? Follow on Twitter: @Hyken.

2021 127

2021 Article Customer Service B2B 127

Feedbackly

OCTOBER 30, 2023

In this regard, every aspect from the moment the customer comes into contact with the brand until the post-purchase stage is refined and improved to meet customer needs and expectations. A CX program quintessentially needs a comprehensive customer journey map and a thorough understanding of your targeted audience.

Customer Experience 52

Customer Experience Customer Journey Mapping Touchpoint Customer Journey 52

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. If you’re growing too fast without a customer-centric strategy to support this growth, then the seams of your company will start to unravel. Determine Your Customer’s Pain Points. Are they humble?

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

Customer Bliss

APRIL 23, 2019

Look for language around leadership engagement, culture, and that your role is defined beyond tactics. People (and organizations) don’t change overnight to suddely become customer-focused. What are things you would always do for customers?” This may seem silly, but read the job description very specifically.

Chief Customer Officer 135

Chief Customer Officer Leadership Customer Journey Mapping Culture 135

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

DECEMBER 17, 2019

If you’ve embarked on a journey mapping initiative , are you sitting motionless in the water, hoping the wind will take you where you want to go… or are you “tacking” by assessing where you are, where the wind is blowing, and asking what’s next? 6: Improve Employee Experience to Improve Customer Experience.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. Are there personas and/or customer segments? Is it consistent?

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map?

Customer Journey Mapping 83

Customer Journey Mapping B2B Customer Journey Books 83

Heart of the Customer

APRIL 11, 2019

Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief, Jim Tincher and B2B Practice Lead, Nicole Newton. Three weeks […].

Information 60

Information Customer Journey Mapping Customer Journey B2B 60

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

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. CX Problem #2: Customer focus is limited to customer-facing roles. Organizational culture and systems can’t change.

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

Heart of the Customer

MARCH 12, 2019

Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […]. The post Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change” appeared first on Heart of the Customer.

Customer Focused 68

Customer Focused Books Customers Insights 68

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. These organizations prioritize understanding and meeting customer needs, leading to increased customer satisfaction and loyalty.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Michelli Experience

DECEMBER 2, 2015

At Mercedes-Benz USA, extensive training on active listening and empathizing was offered enterprise-wide early and repetitively along their journey. Don’t be Caught Without Your Map – Unless you happen to enjoy wandering about aimlessly, a customer journey map is an essential tool for streamlining customer experience improvement.

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? Forbes reported that DHL’s customer satisfaction scores increased by 80% as a result of these co-creation initiatives.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

ShepHyken

OCTOBER 2, 2017

(Effectly) Creating a customer journey map is an important first step when it comes to your customer experience transformation. My Comment: Our first article recommended in this week’s Top Five roundup had to do with creating customer centricity. For information contact (314)692-2200 or www.hyken.com.

2017 83

2017 Article Customer Service Customer Journey Mapping 83

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. John is consistently helping his clients create a magical customer experience like Disney. John Formica Follow @JohnFormica. Shep Hyken Follow @Hyken.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ijgolding

OCTOBER 3, 2016

It is extremely common to find businesses with lots of customer insight activity, with an NPS or CSat programme or both in action. Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Michelli Experience

AUGUST 21, 2018

From my vantage point, experience design is one of the core competencies of human-centric organizations along with human-centric culture, customer listening/understanding, effective change management, and productive use of customer-focused metrics. and from quantitative and qualitative customer segment research (e.g.,

Consulting 40

Consulting Customer Journey Mapping Social Media Call Center 40

Customer Guru

DECEMBER 13, 2017

Referring to the CX Network research cited above, it confirms that building a customer-first culture, linking CX initiatives to ROI, and understanding the customer are the top three challenges faced by companies in 2017. Depending on the kind of business, some departments might have zero interaction with the end customer.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

delighted

MARCH 4, 2020

Investing in Customer Experience Management can give your whole company more insight on how customers experience your brand, what needs to be improved, and how to go about improving. Here are just a few: CXM strengthens company culture. Customer journey mapping.

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

Amity

JANUARY 9, 2019

It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture. We often get asked about what departments are the most important to integrate customer success with. Is it easy for your customers to get billing information and questions answered?

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. Conduct a culture assessment, as well. You need a strategy.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Experience Investigators by 360Connext

FEBRUARY 18, 2020

By the time you're done, you'll feel ready to begin advocating for culture-changing growth in your organization. But if you're ready to take some time each day to take action in making your organization more customer-focused for everyone's benefit, this is a great free resource. Learn how to create a customer journey map.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

delighted

MARCH 4, 2020

Investing in Customer Experience Management can give your whole company more insight on how customers experience your brand, what needs to be improved, and how to go about improving. Here are just a few: CXM strengthens company culture. Customer journey mapping. ” – Dan Gingiss, CX Author.

Customer Experience Management 43

Customer Experience Management Definition Customer Experience Management 43

Horizon CX

OCTOBER 3, 2020

Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. Governance.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

Pink Guava

AUGUST 29, 2018

Top management alignment/greater focus for Customer Experience Strategy Customer Experience Strategy comes through the customer focused culture. Thus, top management with an infectious attitude towards creating a powerful customer experience can lead a company towards growth and financial success.

Customer Experience Management 40

Customer Experience Management 2018 Customer Experience Management 40

Kustomer

AUGUST 26, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen flies solo as he recounts an interesting leadership phone call, during which he realizes what tools businesses need to be customer focused. He spills the secrets to success you don’t want to miss out on.

Customer Service 98

Customer Service Customer Journey Mapping Leadership Information 98

CX Journey

MAY 24, 2017

Employees are critical to the customer experience, which is critical to the success of the business. But what tools do we give to employees to prepare them to deliver a great customer experience? What tools do we give them to help them understand why being customer-focused and customer-centric is paramount?

Engagement 61

Engagement Customer Experience Customer Journey Mapping 2016 61

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 59

Customer Service Customer Experience Magazine Books 59