Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

ClearAction

SEPTEMBER 25, 2022

When you understand how leading indicator CX metrics drive financial growth, then you see how CX improvement and design are necessary to “move the needle” Employee engagement needed for improvements and design shows you what is needed as motivation in culture and accountability.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

GetFeedback

MAY 9, 2019

The VoC is the heartbeat of any customer experience program. That’s because the way a company gathers and responds to customer feedback reflects the CX maturity of the organization. Customer journey map: A customer journey map summarizes the key interactions that a customer experiences with your brand.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Once you’ve gathered insights from your customer journey mapping, the next step is to set clear business goals and success metrics for your VoC program.

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Feedback Metrics ROI Customer Journey Mapping 221

Strativity

OCTOBER 16, 2017

They forgo quantifying the financial benefits of improving customer experience but have obvious known costs of such initiatives. Much of the customer experience ROI research and methodologies developed thus far only focus on the statistical relationship between customer experience and financial benefits.

Return on Investment 45

Return on Investment ROI Customer Experience Financial 45

Strativity

OCTOBER 16, 2017

They forgo quantifying the financial benefits of improving customer experience but have obvious known costs of such initiatives. Much of the customer experience ROI research and methodologies developed thus far only focus on the statistical relationship between customer experience and financial benefits.

Return on Investment 40

Return on Investment ROI Customer Experience Financial 40

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Customer Journey Mapping 108

Customer Journey Mapping Workshop Travel Consulting 108

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. You’ll also like: “ 10 Customer Experience Quotes to Inspire Your Entire Organization ”. Where: London, UK.

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2017 Events Customer Experience Customer Journey Mapping 50

Quadient

OCTOBER 28, 2021

The common theme in customer experience trends is acceleration. It reflects not only new demands for digital agility and analytics but also a focus on the implementation of customer journey mapping and other customer-centric tools. Answering these questions and identifying gaps can generate significant ROI. .

Customer Experience 52

Customer Experience 2021 Customer Journey Mapping 2020 52

Clarivate

JANUARY 29, 2019

Case Study: DTN’s COO Mark Holland gave us some great insights about the benefits of focusing the company culture on journey mapping and how that has improved customer experience and has had a great ROI. How Employee Experience (EX) Impacts Customer Experience (CX). You have a CX Journey Map, NOW WHAT?

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Customer Journey Mapping Webinar ROI Employee Experience 65

ClearAction

JANUARY 11, 2015

If you had to choose two words to sum-up what customer experience managers do, you might say "measure progress" Voice-of-the-customer tools and customer engagement efforts are essentially about "taking the temperature" of customers as the complement to, and hopefully, a predictor of the selling company's financial growth.

Customer Experience Management 119

Customer Experience Management Metrics Customer Experience Management 119

ClearAction

DECEMBER 31, 2017

We all know from customer journey maps that customer experience is much more than a moment in time. It spans the end-to-end customer life cycle. That’s the universal scope for customer experience strategy. It makes sense financially. Strategy Prerequisite #5: Drive ROI.

Customer Experience 79

Customer Experience Customer Journey Mapping Net Promoter Score Definition 79

BlueOcean

MARCH 30, 2018

Yes, ROI is found in tangible dollars, but we’re also talking about factors such as customer satisfaction, innovation, process improvement and more. You need a partner that understands current and future trends in the industry and how they can walk with us on that journey as the space evolves.

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Insights Contact Center Hospitality Culture 184

Lumoa

NOVEMBER 10, 2021

Organizations that dedicate their energies to customer experience design find ways to let their customers know that they are valued, and commit to a strategy that can lead to measurable improvements in churn, retention, conversions, and ROI. A good CX design addresses the subjective and objective needs of the customer.

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Customer Experience Design Customer Experience User Experience Touchpoint 83

Eptica

MAY 30, 2018

Direction Focus your program in the right direction through techniques such as customer journey mapping, prioritizing areas you can work on now, and which need to be approached later in the process. Through all of this process, the key is to be practical and to focus on the needs of the consumer. Share this page on: Tweet.

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

Pointillist

JUNE 7, 2021

Conversely, underperforming teams predominantly rely on qualitative approaches like customer journey mapping. This heavily impacts their capacity to analyze omnichannel journeys and engage with customers in a relevant way, limiting their ability to effectively measure and optimize CX. Top organizations are 5.9X

Measurement 71

Measurement 2021 Management Omnichannel 71

ClearAction

DECEMBER 31, 2015

. “What’s missing is the middle: what is the supplier company doing with the customers’ precious investments in voice-of-the-customer to make things so nice that customers want to be engaged? duration of relationship) can be achieved with lasting financial impact without the middle component to the CXM puzzle.”

Customer Experience 54

Customer Experience Net Promoter Score B2B B2C 54

ClearAction

AUGUST 13, 2019

Clarity is muddied when the CEO announces top strategic objectives, as the first one is usually financial, and the others are listed perhaps as equals or as paths to the financial objective. The default assumption is that financials rule, perhaps at the expense of the other objectives, or perhaps with the end justifying any means.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48

ChurnZero

JANUARY 4, 2024

In 2024, managing for uncertainty—whether economic, political, or even geopolitical—will pressure CS teams to demonstrate their ability to deliver improved financial performance with tighter budgets, says SuccessChain co-founder Jason Whitehead. .” Scale, efficiency and growth: How will CS leaders unlock more in 2024?

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2024 Customer Success Chief Customer Officer 2023 52

Heart of the Customer

JULY 28, 2021

Customer experience (CX) is about more than surveys. CX is about understanding customers through operational and financial metrics, reaching into each individual’s journey, and making a difference. The post Orchestrate…or Risk Becoming Irrelevant appeared first on Heart of the Customer.

Metrics 78

Metrics Financial Customer Experience Customer Journey Mapping 78

ClearAction

MAY 28, 2015

When you connect the feedback dots, you make things better for all customers, not just one at a time. Q: Can companies turn their customer experience reputation around? An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

ClearAction

DECEMBER 16, 2017

Here are 3 keys to getting B2B customer experience management right: capture the whole buying decision equation, integrate influencers’ inputs to paint an accurate picture, and ensure post-purchase customer experience consistency. DO THIS: Identify all parties within a customer account with the power to kill a buying decision.

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B2B Customer Experience Customer Experience Management Customer Journey Mapping 86

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. When to Collect the Voice of the Customer?

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Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

ChurnZero

DECEMBER 16, 2022

If you structured this the right way, you can show them the company and personal incentives they have to get there, but the reality is there will be some customers who do have higher priorities or other competing interests or maybe they’ve had some financial issues and they don’t have the staff or turnover or whatever it may be.

Customer Success 98

Customer Success Customers Metrics Financial 98

Comm100

DECEMBER 12, 2017

Quality management requires measurable and clear objectives that will be used to calculate ROI. Starting a customer experience project without the right goals will jeopardize the life cycle of the project. When the company has to make budget cuts, the CX project whose ROI cannot be clearly measured will be the first to be dropped.

Customer Experience 43

Customer Experience Customer Journey Net Promoter Score ROI 43

Kerry Bodine

JUNE 5, 2019

I love that you’re asking about benchmarks, because far too few journey maps include quantitative data or metrics. Operational data (top reason codes that customers call into your call center, how long inventory sits on the shelf, etc.) is the bridge between customer feedback and financials.

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Kerry Bodine

JUNE 5, 2019

I love that you’re asking about benchmarks, because far too few journey maps include quantitative data or metrics. Operational data (top reason codes that customers call into your call center, how long inventory sits on the shelf, etc.) is the bridge between customer feedback and financials.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

I love that you’re asking about benchmarks, because far too few journey maps include quantitative data or metrics. Operational data (top reason codes that customers call into your call center, how long inventory sits on the shelf, etc.) is the bridge between customer feedback and financials.

Webinar 48

Webinar Management Touchpoint Customer Journey 48

ClearAction

OCTOBER 2, 2017

For key drivers of loyalty, quantify the cumulative revenue (or profit, preferably) of the groups of customers who are happy and unhappy. Customer lifetime value helps managers see how much of their business is at stake. Strategic gains included new capabilities, alliances, freed-up resources, increased trust, etc.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

ClearAction

JUNE 18, 2016

Account Teams in B2B Voice of the Customer: Help Me Help You. Voice-of-the-Customer ROI Opportunities in B2B CX Touchpoints. B2B Customer Experience Management: Do This, Not That. Using B2B VoC to Transform Customer Experience. Strategic Action on B2B Voice of the Customer.

Customer Experience Management 54

Customer Experience Management Customer Experience Management B2B 54

ClearAction

DECEMBER 27, 2017

“We decided our purpose is finding a way to financial well-being for SunTrust”, Jeff explained in my Customer Experience talk show. Business-to-Business Customer Experience: What’s It Like? B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. B2B Customer Experience: Do This, Not That.

Customer Experience 54

Customer Experience Workshop B2B Banking 54

Currency Alliance

FEBRUARY 26, 2021

Brands must adopt marketing and sales practices which are effective in digital ecosystems where they no longer control most of the factors that can influence customer choice. Incentives must be tailored to the customer’s context. Incentives are used to influence customer behavior. This is where liquidity comes in.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

SurveySensum

JULY 14, 2020

As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

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2020 Customer Experience Magazine Consulting 132

Ian Williams

MARCH 19, 2020

Yeah, it not only is kind of it makes sense, there is good scientific evidence to show that the organisations who have, I mean there’s a multitude of things you need to get aligned in the right way, Phil’s work has identified kind of 47, and when you get those 47 in the right order, you’re getting the highest ROI on your CX.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Kate serves Application Development & Delivery Professionals.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Kate serves Application Development & Delivery Professionals.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Annette Franz is the Founder and CEO of CX Journey Inc. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21