delighted
JANUARY 7, 2021
However, understanding every customer’s experience at each stage of the customer journey is crucial for turning business insights into long-term improvement strategies. . In this post, we will cover: What is a customer journey map? How can customer journey maps improve customer experiences?
SurveySparrow
JANUARY 28, 2020
Unfortunately, there are a lot of CX consultants out there who will tell you that you can drive change by gathering your teams and having them imagine that they’re customers, then throwing around a few Post-it Notes and brainstorming ways to improve the experience. Jim: Well, naturally, I think our book, How Hard Is It to Be Your Customer ?
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Experience Investigators by 360Connext
JULY 28, 2020
Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. Are there personas and/or customer segments? Is it consistent?
ShepHyken
MAY 16, 2022
Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. He also believes it’s important to measure the touchpoints found in a customer journey map. Go to The Customer Focus to learn more about our customer service training programs.
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.
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.
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.
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