Ian Williams

JUNE 10, 2019

With one tender we worked on a number of years ago, the issuing company stated that they did not want any Customer Journey Mapping activity to be included as part of the tender response. They stated that they had “done Customer Journey Mapping 3-4 times already, but that nothing had changed as a result of the work”.

Customer Journey Mapping 40

Customer Journey Mapping Customer Experience Customer Journey Banking 40

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. This is a question I get all the time.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Jack MacKey Follow @jmackey5000.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Qualtrics

MAY 30, 2019

He was maniacally focused on making it a great experience for the customer. Today, the Disney brand is customer-focused because the leaders model it. Customer-focused leaders understand the broader customer story and allocate resources to make the customer a priority.

Customer Experience 52

Customer Experience Customer Journey Mapping Customer Centricity 2016 52

delighted

AUGUST 23, 2019

“A customer experience program refers to the tools and processes used to implement your customer experience management strategy.”. Delighted’s 20 Customer Experience Terms to Know. In other words, a customer experience program is the system of execution for customer experience management.

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

Customer Guru

AUGUST 21, 2018

Before starting her own firm, Megan served as the Vice President Principal Analyst, Customer Experience at Forrester Research. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model. Michael Hinshaw Follow @MichaelHinshaw. Shep Hyken Follow @Hyken.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Qualtrics

DECEMBER 15, 2021

CX professionals in the federal government have been true pioneers, cutting new paths and shifting their organizations toward customer-centricity. Think beyond touchpoints to shift mindsets from “providing programs/services” to creating an experience of trust between an individual and the federal government. Identify experience gaps.

Customer Experience 26

Customer Experience Government Social Media Customer Centricity 26

CX Journey

NOVEMBER 10, 2015

Customer Experience Maturity Assessment : I put this tool under Culture and Employee Experience because it's a baseline on where you are with regards to a customer-centric and customer-focused culture. Roadmap : To guide execution of your strategy, you must build a roadmap.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. Here’s how you can make your employees provide the best experience for your prospective customers: Make sure they are always taught to be empathetic to customers. Identify every possible touchpoint in the customer journey.

B2B 52

B2B Customer Experience B2C Social Media 52

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

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

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

MAY 28, 2015

This question became a habit for managers across the company, and changed their decision-making to be customer-focused. Brands will be pushing harder on the customer experience manager to show business results. Related articles: Customer Experience Management Prevents Hassles.

Customer Experience 110

Customer Experience Social Media Customer Experience Management 2008 110

CX Journey

SEPTEMBER 23, 2014

What''s the difference between a customer experience lifecycle map and a customer journey map? I''ll start with the customer experience lifecycle map. The lifecycle map shows the phases of the customer''s relationship with your company. Literally. with the company.

Customer Journey Mapping 72

Customer Journey Mapping Customer Journey Touchpoint Customer Centricity 72

CX Journey

AUGUST 1, 2014

The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map. In case you missed all the announcements that 2014 is the year of the journey map, why, and what that means, here''s a little background on journey maps.

Customer Journey Mapping 62

Customer Journey Mapping 2014 Touchpoint Customer Centricity 62

ClearAction

AUGUST 21, 2016

” This question became a habit for managers across the company, and changed their decision-making to be customer-focused. Brands will be pushing harder on the customer experience manager to show business results. This is the kind of habit more brands need to adopt. Q: Sounds like there is hope.

Brands 54

Brands Customer Experience Social Media 2008 54

Horizon CX

OCTOBER 3, 2020

Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business. Leadership must embrace, endorse, and actively support any movement toward instilling a customer-experience mindset among employees within an organization.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

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

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 52

Customer Service Customer Experience Magazine Books 52

Customer Guru

DECEMBER 13, 2017

Depending on the kind of business, some departments might have zero interaction with the end customer. In such a case, it becomes difficult for these departments to develop a customer focus. It’s important for these businesses to clearly define who the customer is for each department. The future of customer experience.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. 3) Interview candidates in the same channel that they will interact with your customers. (4) 4) Ask a random question during the interview to see how well and quickly candidates can handle even the most unexpected customer questions.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111