ClearAction

DECEMBER 27, 2017

” The Power of Workshops. To do this, they conducted ethnographic research, going to clients’ businesses and homes to understand “a day in the life” of customers. They taped and edited the interviews and showed them to groups of cross-discipline employees in workshops. ” Strategic Focus.

Customer Experience 54

Customer Experience Workshop B2B Banking 54

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? Eliminate company silos 1.

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

Qualtrics

MAY 1, 2019

Think of an alumnus’ journey after they leave your school . CX professionals talk about ‘ customer journeys ’ – in other words, the path a customer takes during an interaction with a brand. Every alumnus goes on a journey from the moment they graduate to their later life.

Engagement 39

Engagement Events Workshop Social Media 39

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

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

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

OCTOBER 2, 2017

Think of customer experience management as a flow (not pillars!). Adapt this verbal technique to the way you present voice-of-the-customer. For key drivers of loyalty, quantify the cumulative revenue (or profit, preferably) of the groups of customers who are happy and unhappy. Then say it.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

Ian Williams

MARCH 19, 2020

I worked with a company in the gaming sector and when I started they went “we want to be… We want to have the service design principles and the customer experience ethics of Porsche. I mean, did you find that still is one of the biggest issues in kind of customer experience management, the silo mentality?

Leadership 52

Leadership Customer Journey Mapping Customer Experience Fashion 52

Lumoa

APRIL 24, 2018

You want to see a complete view of your customers, what's going on, trends, etc. to be able to identify actionable insights on which you can take action to improve the customer experience." Janne Ohtonen Director of Customer Experience Management at Openet. linkedin twitter Why ? blog linkedin twitter Why?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Ian Williams

MARCH 19, 2020

Yeah, it not only is kind of it makes sense, there is good scientific evidence to show that the organisations who have, I mean there’s a multitude of things you need to get aligned in the right way, Phil’s work has identified kind of 47, and when you get those 47 in the right order, you’re getting the highest ROI on your CX.

Leadership 52

Leadership Consulting Financial Customer Experience 52

ClearAction

JUNE 22, 2017

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who want to see substantive improvements in customer experience.

Customer Journey Mapping 73

Customer Journey Mapping B2B Customer Journey Workshop 73

ClearAction

AUGUST 13, 2019

Clarity is strengthened by unifying the various roles that manage customer experience across your company. In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48