Kerry Bodine

JANUARY 27, 2018

Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. In it, she describes how a simple thought experiment—yes, imagining herself as a T-Rex—helps her facilitate amazing workshops with our clients and their customers. Read this post to up your own workshop facilitation game. (T-Rex

2017 0

2017 Customer Journey Mapping Customer Experience Workshop 0

Think Customers

JUNE 16, 2022

Invest the time and resources to design experiences that proactively move and motivate customers to the next best step by orchestrating a cohesive journey – not only within channels, but across them. Design a Total Experience were the digital touchpoints feels like a more personal set of meaningful moments within the journey.

E Commerce 52

E Commerce Telecommunications Touchpoint Brands 52

Forrester's Customer Insights

MAY 2, 2019

When Forrester’s UX analysts put together our 2019 Digital CX Trends report, two things stood out to me as especially positive changes: First, modern design practices — like workshops, iterative prototyping, and user research — now direct digital CX efforts. Because they […].

2019 44

2019 Workshop Touchpoint Customer Experience 44

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. He is a highly influential freelance customer experience consultant and a CCXP.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Retently

MARCH 18, 2024

Accessibility-usability questions These types of questions in service surveys focus on evaluating the customer’s ease of access and interaction with various service touchpoints. Integrating this feedback into your support strategy is crucial for nurturing a customer-centric culture within your organization.

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

Comm100

DECEMBER 19, 2017

The CX program should be from the customer’s perspective, which can be achieved by: Collecting customer experiences and views. Identifying gaps in the customer experience. Conducting internal workshops. Mapping the customer journey. Conducting customer, market, and employee research.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. Here’s how it works: the customers capture each interaction—each touchpoint—on a separate yellow sticky note, and then place those sticky notes on a paper continuum from “least useful” to “most useful.”

Customer Insights 79

Customer Insights Insights Workshop Customer Journey Mapping 79

ClearAction

DECEMBER 5, 2023

Therefore, it’s plain sensibility for every employee and executive to absorb what customers like and don’t like, and translate that to their thinking, decisions, actions, and handoffs. Share customer insights with every department. Help them apply CX insights to their thinking, decision, actions, and handoffs.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

Wootric

FEBRUARY 14, 2019

She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Angus Yang. Jeannie Walters. Joey Coleman.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ijgolding

JUNE 9, 2015

Question 4 – On a scale of 1 to 10 (1 being not at all and 10 being extremely), how well do you adopt customer-centricity and how accountable are you? COMPETENCY 3 – VOC, Customer Insight and understanding. An organisation that has customer insights and a deep understanding of the Voice Of the Customer (VOC).

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

SmartKarrot

MAY 6, 2022

No customer journey goes from point A (product advertisement) to point B (purchase). Rather, it is a journey from A to Z with several touchpoints in between. Missing even one of these touchpoints might result in the customers’ drifting away. Touchpoints with customers.

Customer Journey Mapping 10

Customer Journey Mapping Customer Journey Touchpoint B2B 10

ProProfs Chat

DECEMBER 23, 2019

Take a look at this example of the perfect customer centric innovation: Example: As one of the world’s largest logistics companies, DHL has long since known the impact of innovating products and handles the challenges of improving the efficiency of their supply chain and logistics processes with the assistance of their customers.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

SurveySparrow

JULY 5, 2022

When every interaction that a customer has with your brand is excellent, it means that your experience design is great. Every single touchpoint is pivotal. The customer insights you gather from your experience design strategy is based on real-world experiments. Every single piece of interaction is an experience.

User Experience 52

User Experience Travel Apparel Technology 52

Kerry Bodine

JUNE 20, 2017

Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and which customers should (and shouldn’t) be invited. So what they won’t expect is for you to turn every idea voiced during a workshop into a reality.

Workshop 48

Workshop Touchpoint Financial Feedback 48

Gainsight

NOVEMBER 18, 2019

We have so many silos touching the customer. Does anyone actually see the full customer experience? Should we have included Marketing in our workshop?”. At Method Garage, our B2B customer experience firm, we’ve seen firsthand the confusion and anxiety that journey mapping projects can provoke in the people who lead them.

B2B 9

B2B Customer Journey Mapping Touchpoint NPS 9