Michelli Experience

SEPTEMBER 4, 2018

Given that we’ve set the framework for service design and persona-based journey mapping in prior posts, I will focus this installment on how to use a customer journey map to affect positive change in your organization. How do you help people use the tool in service to improve the customer experience?

Customer Journey Mapping 88

Customer Journey Mapping Customer Journey Government Touchpoint 88

Customer Alignment

OCTOBER 2, 2017

Delivering Customer Experience excellence involves changing a company from the insight out. We believe that excellence in Customer Experience is based upon 5 principles. Principle 1: Value your Customer The ‘right’ insight is at the core of Customer Experience. Leverage existing insight.

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40

Kustomer

SEPTEMBER 3, 2020

Gabe and Nate provide valuable insights on change management and how companies can evolve and thrive in the new market. The Need for a CX Change Coalition. Customer service is still a relatively new department and career path. As the market and customer changes, companies change. Gabe Larsen: (03:52).

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Alida

MAY 27, 2021

Customer relationships are more complicated and more important than ever as businesses interact with customers across a wide variety of physical and digital touchpoints.

Touchpoint 162

Touchpoint Customer Relationships Customer Experience Management Customer Insights 162

Pointillist

JUNE 7, 2021

Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations. High performers are more effective at integrating and taking action on their cross-channel customer data.

Measurement 71

Measurement 2021 Management Omnichannel 71

SurveySparrow

DECEMBER 22, 2019

With such information at your fingertips, you can easily build your product to your strengths when you know exactly what your customers want. You might be a doyen in your industry, but at no stage would be theoretical data be more important than customer insights that you get. Change them into your brand advocates.

Feedback 85

Feedback Net Promoter Score Social Media NPS 85