Lumoa

JUNE 9, 2020

Just as with customer experience in every other business segment, eCommerce customer experience is growing increasingly important in our current economic climate. A clear CX strategy will help you stand out from the big crowd and ensure customers don’t churn because of ineffective purchase processes and bad experiences.

Customer Experience 83

Customer Experience Feedback 2025 Retail 83

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Doing CX Right

OCTOBER 29, 2020

Customer Experience Management (CXM) is not just a hot topic in small to big size companies but also at universities too. I shared practical customer experience takeaways and how to’s. It’s a sure way to win and keep employees and customers happy who also recommend your brand.

Events 52

Events Customer Experience Design Customer Experience Management Customer Experience 52

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

Beyond Philosophy

NOVEMBER 24, 2014

For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. Most organizations know what their Customer rational expectations are.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Experience Matters

OCTOBER 15, 2015

Are Customer Emotions & Behaviors the Future of Customer Experience? ” Customer experience is all about people (human beings!) Customer experience efforts must do a much better job of dealing with this reality, with both customers and employees. Customer Experience Matters (video).

2015 118

2015 Webinar Customer Experience Design Customer Experience Management 118

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. The executives are expected to deliver long-term solutions to improve customer experiences.

Article 40

Article 2018 Customer Experience Social Media 40

Beyond Philosophy

MARCH 12, 2015

In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind. Please click here to learn more.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold.

CEM 121

CEM 2004 Books Retail 121

Beyond Philosophy

OCTOBER 14, 2014

Trust and the Customer Experience. Emotions are an important part of any customer experience. How a customer feels about the company is an integral part of their loyalty to it. Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. It is a paradox to be sure, and one commonly referred to as the Paradox of choice. The Paralysis of Too Much Choice.

CEM 113

CEM 2014 2011 2010 113

Strativity

JANUARY 18, 2018

Walden, joins as Managing Director, UK. Walden has a career in customer experiences, most recently serving as Director of Customer Experience at TeleTech. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. and “ How to Wow!”

Culture 40

Culture Marketing Consulting 2017 40

Peter Lavers

MARCH 26, 2015

Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand. End-to-end Experience.

Customer Journey Mapping 95

Customer Journey Mapping Customer Journey Workshop Definition 95

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. Value chain thinking is extremely valuable in customer experience management. That is what customers reward. and Customers First Drives Business Performance ).

ROI 48

ROI B2B Metrics Culture 48

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Storyminers

AUGUST 28, 2017

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. 116 years, 8 of them with an emphasis on customer experience.

Brands 140

Brands Healthcare Roadmap Events 140

Beyond Philosophy

OCTOBER 18, 2019

Now my automatic purchases here are the result of many years of trust and consistently excellent experiences with Apple and Delta. From a Customer Experience Management perspective, wouldn’t it be great for you if all of your customers were like that about your brand? That isn’t true.

Airlines 90

Airlines Books Travel Consulting 90

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Blake Morgan.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

CX Journey

JUNE 12, 2019

I would call journey mapping the most critical and pivotal component in any customer experience transformation. An in-depth understanding of the experience today - what's going well and what isn't - is the only way to really drive change going forward. So, back to the six steps of the process.

Customer Journey 50

Customer Journey Customer Experience Management Customer Experience Information 50

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? That’s why we’ve put together this customer experience glossary.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

CX Journey

NOVEMBER 10, 2015

You know you have to transform the customer experience with your company; don't let uncertainty paralyze you or derail you from getting started. Assess the Current State: Culture and Employee Experience The employee experience drives the customer experience. Do you know who your customers are?

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Martin Hill-Wilson

OCTOBER 6, 2015

Both spoke eloquently about the use of emotion in customer experience design. How To Move On From Silo Delivered Customer Experiences P&Q: proving employee & customer engagement can be improved. There were some great speakers. Things are undoubtedly moving on.

Hotels 63

Hotels 2012 Banking Insurance 63

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Journey

JUNE 12, 2019

I would call journey mapping the most critical and pivotal component in any customer experience transformation. An in-depth understanding of the experience today - what's going well and what isn't - is the only way to really drive change going forward. So, back to the six steps of the process.

Customer Journey 32

Customer Journey Customer Experience Management Customer Experience Information 32

Storyminers

FEBRUARY 2, 2016

Disney, like Chick-fil-A has taken customer experience to heart. In fact, the company’s operations are based on this simple maxim (paraphrased) from Walt Disney, one of the Disney brothers/founders: “If you give your guests a great experience, they’ll want to come back and bring their friends.”.

Sales 45

Sales Hospitality Guest Experience 2016 45

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Chick-fil-A [private], now America’s favorite chain restaurant, is proof.

Sales 49

Sales 2016 Technology Brands 49

Beyond Philosophy

FEBRUARY 17, 2015

There are experiences designed all the time that are gender specific. So why not in a Customer Experience as well? The Peak End Rule is that people judge their experience by how they felt at its most intense moment and the end of it, and they forget the other parts over time. What do you think?

CEM 167

CEM Magazine Blog Leadership 167

Storyminers

APRIL 11, 2016

Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. Here’s what he had to say: How did you become so passionate about customer experience?

Customer Experience Management 56

Customer Experience Management Customer Experience Management B2B 56

Michel Falcon Experience

APRIL 11, 2019

My approach to customer experience strategies to grow a business. Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. A lot of what you read out there is around customer experience design. Interview Transcript.

Culture 60

Culture Books Leadership Hospitality 60