Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. Customer Relationship Management (CRM) is a technology and system that sustains sales, marketing and customer service activities. Four Areas that Must Be Coordinated in Customer Success Management: strategy, processes, leaders, and data.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

ShepHyken

JANUARY 4, 2017

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” Instead, I’d like to kick off with something a bit more manageable. Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you.

Customer Focused 98

Customer Focused Culture Customer Journey Mapping 2017 98

Experience Investigators by 360Connext

DECEMBER 29, 2014

Prevent customers from making negative associations with your brand by creating positive microinteractions. 5 Most Awful Customer Experience Solutions of All Time. What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

APRIL 7, 2020

” What was motivating your drive to be customer-focused before all these changes hit? Communicate what your expectations are around how to deliver to customers. Addressing these new pain points quickly is an impactful way to serve customers. Continue to look for gaps and pain points in your customer’s journey.

Customer Centricity 178

Customer Centricity Culture Customer Journey Mapping Customer Journey 178

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

Customer Bliss

JULY 26, 2016

Named a 2015 Customer Champion by 1to1 Media, Renee Cacchillo is the Senior Vice President, Customer, Brand and Technology for Safelite ® Group, a leader in vehicle glass and claims management services. She also is responsible for enhancing the company’s brand journey, including data analytics, digital marketing.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. The what, where, and why of customer experience management (CXM).

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

ShepHyken

MAY 27, 2019

My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business. They trust (actually demand) that these companies manage their information with integrity and protect their identities. Yet customers also want to enjoy a digital experience with little or no friction.

Article 106

Article 2019 Customer Journey Mapping Customer Service 106

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding?

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

ShepHyken

SEPTEMBER 26, 2016

(Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Follow on Twitter: @Hyken .

2016 122

2016 Article Customer Journey Mapping Customer Service 122

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. The what, where, and why of Customer Experience Management (CXM).

Customer Experience Management 43

Customer Experience Management Definition Customer Experience Management 43

ShepHyken

JANUARY 18, 2021

For example, I believe you should obsess about customer journey maps, but they have to be done right. 5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. Enrich the customer experience by starting with your employees by Michelle MacCarthy. Follow on Twitter: @Hyken.

2021 128

2021 Article Customer Service B2B 128

Customer Bliss

NOVEMBER 28, 2017

In the first 30 days of his role, his responsibility was to build a path to develop internal customer-centric behavior. . Get to the people down in the trenches, the service reps and managers – hear from them, what do they know and see when they interact with customers every day?

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

ClearAction

AUGUST 6, 2019

Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Kerry Bodine

FEBRUARY 15, 2022

The 9 Stages Of The Archetypal Customer Journey. #7: 7: Jobs-To-Be-Done: A Lens To Keep Journeys Customer-Focused »» Understanding your customers’ ends — what they’re trying to do and the job they are completing — allows you to design and deliver the right journey to get them there.

Customer Journey Mapping 48

Customer Journey Mapping B2B Customer Journey Touchpoint 48

Experience Investigators by 360Connext

JULY 28, 2020

A customer-centric mindset often flies in the face of traditional business education and legacies. Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. They rarely include the word customer beyond discussing how to acquire them. Are there personas and/or customer segments?

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

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

ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. And at the top of this list, of course, is customer churn.

Customer Relationships 95

Customer Relationships Customer Journey Mapping 2020 Webinar 95

Experience Investigators by 360Connext

MARCH 12, 2018

Sometimes becoming a more customer-focused organization happens with a few baby steps. We look for the paths they create, based on the barriers they’ve encountered with the channels, processes and journeys created for them. Then we slide right back to where we were before DAY ONE. But all is not lost!

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Pointillist

MAY 23, 2018

Journey mapping is the most widely practiced form of journey analytics and is a technique that has grown in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ShepHyken

SEPTEMBER 23, 2019

These are the ways great companies are getting their customers to return again and again. CustomerGauge) Learn the benefits and obstacles of modern B2B review management, as well as how to use your CX program to automate the review process and generate pipeline. The Ultimate Guide to B2B Reviews by Sarah Fraizer.

Article 101

Article 2019 Customer Service Customer Journey Mapping 101

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

ShepHyken

JULY 4, 2022

From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better. Customer support has always been a challenging task for companies to manage, and with the introduction of artificial intelligence (AI) solutions, it’s easier than ever before.

Article 71

Article 2022 Customer Service Loyalty Programs 71

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

Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. We had a talk with Jim on the future of customer experience and current trends in the field and wanted to share our findings with you.

Customer Experience 109

Customer Experience Net Promoter Score Customer Journey Mapping NPS 109

SurveySparrow

MARCH 21, 2023

In this blog, we will: Define the B2B experience Know why B2B customer experience management is vital Explore the differences between the B2B and B2C customer experience List the top 4 metrics for B2B customer experience Define the 5 best practices for B2B customer experience management FAQs What is B2B customer experience?

B2B 52

B2B Customer Experience B2C Social Media 52

CustomerSuccessBox

MARCH 14, 2022

If your team is experiencing any bumps in the sales-to-customer success handoff process, then a post-sales CRM platform can help you efficiently and effectively fill these holes. Seamless customer journey mapping. But sometimes defining a customer journey map could be a cumbersome process.

Sales 52

Sales Customer Journey Mapping Net Promoter Score NPS 52

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Peter Drucker is often quoted as saying, “You can’t manage what you can’t measure. Does the customer come back? Yes, metrics matter.

Article 65

Article 2022 Customer Service Net Promoter Score 65

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Pink Guava

AUGUST 29, 2018

CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018 When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together.

Customer Experience Management 40

Customer Experience Management 2018 Customer Experience Management 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

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. What, then, is a customer journey map ?

Customer Journey Mapping 72

Customer Journey Mapping Customer Journey Touchpoint Customer Centricity 72

delighted

AUGUST 10, 2022

And yet, a lot of the time, companies will hyperfocus their resources on new customers only, and forget to nurture existing customer relationships. Ensure your customer-focused teams provide white-glove service to all customers, new and existing, to avoid a suffering customer retention rate.

Measurement 83

Measurement Net Promoter Score NPS Customer Journey Mapping 83

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. CX Problem #2: Customer focus is limited to customer-facing roles. There are so many customer journeys! CX Problem #3.

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

Oracle

MARCH 11, 2020

Today she’s a keynote speaker, author, and innovator in the field, helping firms of all sizes to think deeply about what it means to be a customer-focused organization. Sioban Massiah is a Partner Experience Manager at Twitter, where she focuses on creating outstanding experiences for the company’s partner organizations.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Customer Bliss

SEPTEMBER 26, 2017

Sandy tells of her deliberate path from Customer Care Manager to CCO and how she took actions to earn the role and ensure she could be successful in it. From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space. About Sandy.

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Customer Success 0

Comm100

DECEMBER 12, 2017

Let’s be honest, companies do not send out newsletters promoting massive “wins” and provide huge commission checks when an internal team manages to “save” a customer. In this article, we’ll be exploring both the process of customer journey mapping and customer experience mapping, explaining the types of steps involved for each.

Customer Journey Mapping 59

Customer Journey Mapping Customer Experience Touchpoint Social Media 59