Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

SurveySparrow

JUNE 21, 2023

In today’s fast-paced and highly competitive business environment, the role of a Customer Experience Consultant, often shortened to CX consultant, is becoming increasingly significant. Unraveling the Art of Customer Journey Mapping One of the key competencies for any CX consultant is the mastery of customer journey mapping.

Consulting 52

Consulting Metrics Customer Journey Mapping Customer Experience 52

SurveySparrow

JANUARY 28, 2020

SurveySparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Jim Tincher, one of the most respected voices in the Customer Experience (CX) industry as well as founder and Mapper-in-Chief at Heart of the Customer. So let’s jump in! Jim: You bet! I was horrified!

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Keeping customers satisfied is more than just a nice to have. Can CSAT improve customer experience? . Customer journey mapping and CSAT scores: a satisfying match.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. One major lesson during that time: “When does the experience begin?” Episode overview.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. State of CX - where are we going?

Customer Experience 109

Customer Experience Net Promoter Score Customer Journey Mapping NPS 109

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! You can find out about physical and online events throughout the 7th October here.

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Customer Experience Professionals Workshop Customer Experience 2014 80

CX University

JULY 11, 2023

Employers throughout all industries, whether a small business with a few employees or an international organization, agree that customer experience certification is a valuable asset for their workers. In fact, a study by the Customer Experience Professionals Association found that 72% of employers would agree with that statement.

Customer Experience 40

Customer Experience Roadmap Customer Experience Professionals Customer Journey Mapping 40

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ijgolding

FEBRUARY 6, 2017

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience.

Customer Journey 113

Customer Journey Customer Journey Mapping Management Customer Experience Professionals 113

Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. Customer journey mapping is a critical step in customer experience transformation.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2014 Customer Centricity 40

Quadient

SEPTEMBER 16, 2022

As a Customer Experience focused company with rapidly expanding software businesses, the Quadient team spends a lot of time analyzing our clients' journeys with our products and services, as well as the journeys of their customers that our software supports. Customer Journey Mapping.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

Ian Williams

JUNE 25, 2019

In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation.

Customer Journey Mapping 40

Customer Journey Mapping Customer Experience Customer Journey Customer Experience Professionals 40

PeopleMetrics

MAY 30, 2015

In customer experience management , those challenges can threaten how we relate to customers as people. We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again.

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Customer Experience Net Promoter Score Customer Journey Mapping Customer Journey 120

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

ChurnZero

FEBRUARY 9, 2021

Engagement Evaluation Best Practices for Customer Success Management . Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Level: Intermediate. Time: 50 minutes.

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

Experience Investigators by 360Connext

OCTOBER 27, 2020

Brainstorm a list of potential questions you’d love to ask customers in real-time. Be sure to align what feedback you gather with your Customer Experience Success Statement. Will the answers to these questions help you achieve more success for customers, for your brand, and for your organizational leadership?

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

Heart of the Customer

JANUARY 28, 2015

As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). Customer Journey Map'

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Customer Journey Mapping Customer Experience Professionals Customer Journey Blog 141

Kerry Bodine

OCTOBER 5, 2015

In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. Everyone loves to talk about how Zappos.com delivers a great customer experience. Your company’s brand should be the guiding light for the type of customer experience you deliver.

Customer Experience 97

Customer Experience Customer Journey Mapping Workshop Customer Journey 97

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Pulling together all of this, you create your customer experience strategy. Professional certification is not a walk in the park. CCXP Struggles.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

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

ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. Process improvement methodologies and discipline. Prototyping new prescription desks.

Customer Experience Design 127

Customer Experience Design Customer Experience Customer Experience Professionals 2009 127

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journey Mapping 108

Customer Journey Mapping Workshop Travel Consulting 108

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Communicate how you will measure success.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

ClearAction

OCTOBER 25, 2015

Customer Experience Planning: Do This, Not That. The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and request resources to take your customer experience performance to the next level in the new year.

Customer Experience 88

Customer Experience ROI Customer Experience Management Customer Journey Mapping 88

Experience Matters

DECEMBER 15, 2015

In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. Emotion Arising.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Thematic

MARCH 5, 2019

As with any profession, customer experience is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. There is no one way of doing anything when it comes to Customer Experience. A collage of customer journey maps.

Customer Journey 69

Customer Journey Customer Journey Mapping Management Customer Experience Professionals 69

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

GetFeedback

DECEMBER 2, 2019

Without tracking and understanding this important metric, it’s impossible to know if you are delivering the experience your customers are expecting from you. Tracking your CSAT score is a step in the direction of superior customer experiences. Your CSAT scores will tell you an overall story of your customers.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

ChurnZero

FEBRUARY 9, 2021

Engagement Evaluation Best Practices for Customer Success Management . Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Level: Intermediate. Time: 50 minutes.

Customer Success 52

Customer Success Customer Journey Mapping Consulting 2021 52

Experience Investigators by 360Connext

JULY 12, 2022

Brainstorm a list of potential questions you’d love to ask customers in real-time. Be sure to align what feedback you gather with your Customer Experience Success Statement. Will the answers to these questions help you achieve more success for customers, for your brand, and for your organizational leadership?

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Just what is it, anyway?

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86