ShepHyken

JANUARY 14, 2019

4 Ways Customer Journey Maps can Improve Customer Experience by Michael. Beyond knowing the basic demographic information of the ideal customer, marketers also need to be familiar with their needs, interests, and decision-making process. My Comment: I’m a fan of the customer journey map.

2019 93

2019 Article Customer Journey Mapping Customer Service 93

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. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2021 125

2021 Article Customer Service B2B 125

ShepHyken

SEPTEMBER 26, 2016

Agencies Turning to ‘Customer Journey Maps’ to Tackle Service Woes by Nicole Ogrysko. Federal News Radio) As agencies begin to pay greater attention to customer service, more organizations are developing customer experience “journey maps” to help them better understand and respond to their constituents.

2016 120

2016 Article Customer Journey Mapping Customer Service 120

ShepHyken

JUNE 7, 2021

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona.

Article 133

Article 2021 Customer Service Loyalty Programs 133

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. Go to The Customer Focus to learn more about our customer service training programs.

Article 73

Article 2022 Customer Service Call Center 73

ShepHyken

SEPTEMBER 23, 2019

3 Common Errors That Can Render Your Customer Journey Maps Ineffective by Leonie Brown. Forbes) We’ll look at three common errors that could be derailing your company’s efforts at customer-journey cartography. My Comment: Journey maps are an important exercise for virtually any organization to go through.

Article 99

Article 2019 Customer Service Customer Journey Mapping 99

ShepHyken

JULY 4, 2022

It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 69

Article 2022 Customer Service Loyalty Programs 69

ShepHyken

JANUARY 17, 2022

It starts with a definition of CX and then shares seven ways to improve it, including customer journey mapping, getting feedback from employees, personalizing the experience, and more. Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser. Follow on Twitter: @Hyken.

Article 67

Article 2022 Customer Service Customer Journey Mapping 67

ShepHyken

FEBRUARY 16, 2020

Here are some important reminders for us to consider, starting with creating your Customer Journey Map. Predictive AI and Customer Experience: What’s Next? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Benjamin Hunting.

2020 127

2020 Article Customer Service B2B 127

ShepHyken

JANUARY 20, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 157

Customer Service Touchpoint Customer Service Training Reference 157

ShepHyken

APRIL 28, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

2024 69

2024 E Commerce Article Loyalty Programs 69

ShepHyken

MAY 16, 2022

He also believes it’s important to measure the touchpoints found in a customer journey map. Here’s How To Maintain Customer Service, Even When You’re Short-Staffed by Forbes Business Council. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 64

Article 2022 Customer Service Net Promoter Score 64

ShepHyken

OCTOBER 2, 2017

(Effectly) Creating a customer journey map is an important first step when it comes to your customer experience transformation. My Comment: Our first article recommended in this week’s Top Five roundup had to do with creating customer centricity. For information contact (314)692-2200 or www.hyken.com.

2017 83

2017 Article Customer Service Customer Journey Mapping 83

ShepHyken

JANUARY 4, 2017

Assuming you have the customer service vision statement – or mantra, as I like to call it – the next step is to prove how everyone in the organization impacts that vision. 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 96

Customer Focused Culture Customer Journey Mapping 2017 96

ShepHyken

MARCH 20, 2023

The Secrets to Customer Journey Mapping Success With Jim Tincher by Melanie Mingas (CX Network) In this interview with CX Network, customer loyalty guru, mapping expert and founder of Heart of the Customer, Jim Tincher, explains what has – and has not – changed in journey mapping, the problem with Post-it notes and how to become a “change maker”.

Article 12

Article Customer Service 2023 Customer Journey Mapping 12

ShepHyken

SEPTEMBER 27, 2021

Personalization, customer journey mapping, and surprising customers with the unexpected are just a few of the topics covered in this article. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. (And it’s more fun this way, isn’t it?).

Article 19

Article 2021 Customer Service E Commerce 19

Michel Falcon Experience

OCTOBER 21, 2019

Determine Your Customer’s Pain Points. Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. In short, it’s when your team comes together to identify each interaction your customer experiences when doing business with you from beginning to end. Legacy is Crushing You.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

DECEMBER 18, 2017

Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. Comm100) 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.

2017 79

2017 Article Customer Service Customer Journey Mapping 79

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. My Favorite Free Customer Experience Courses: Free Customer Service Training by LiveChat.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

Comm100

DECEMBER 12, 2017

Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Here is a framework you can use to manage the quality of your customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Experience 42

Customer Experience Customer Journey Net Promoter Score ROI 42