OpinionLab

SEPTEMBER 9, 2016

“Customer journey mapping” is a hot phrase right now in the CX industry and there is a massive appetite to fully understand how customers move through the buying cycle using this method. In fact, 63% of CX professionals map their customer experience according to recent Forrester research.

Customer Journey Mapping 60

Customer Journey Mapping Customer Journey Voice of Customer Multi-Channel 60

Experience Investigators by 360Connext

DECEMBER 15, 2023

Share customer journey maps and insights. Don’t limit key insights and journey maps to just certain leaders or teams. As you are building customer journey maps, share what you find. Share what is next as you improve the journey! Sugarcoating their reality won’t build trust.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Ian Williams

NOVEMBER 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examined the origins and principles of journey mapping, with this blog going on to look at different elements, approaches and methodologies. Customer Journey Mapping – which way now?

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Customer Journey Mapping Customer Journey Workshop Reference 94

OpinionLab

OCTOBER 25, 2016

‘Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. According to McKinsey, you should “(pay) attention to the complete, end-to-end experience customers have from their perspective. (Do What does this tell us?

Customer Journey Mapping 60

Customer Journey Mapping Customer Journey Touchpoint Voice of Customer 60

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. So many answers!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

MAY 20, 2015

Keynotes, Coaching and Executive Workshops. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping.

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Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Second to None

SEPTEMBER 3, 2024

Once you’ve identified your high priority customers, you’ll need to understand what they define as a great experience and what they would want in each aspect of the customer journey. When customers see that their input leads to tangible changes, it reinforces their positive perception of your brand.

Customer Experience 62

Customer Experience Customer Journey Mapping Loyalty Customer Journey 62

Kerry Bodine

MAY 1, 2017

I’m excited to announce two additions to our 2017 workshop lineup! We’ve taken the best of our Designing Brand Experiences consulting offering and compressed it into a one-day workshop. Journey Mapping Facilitation Skills. Customer Journey Mapping. Brand Experience. August 22 in San Francisco.

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Workshop Customer Journey Mapping Customer Experience 2017 48

SurveySparrow

JANUARY 28, 2020

That’s when I began exploring ways to capture what customers were thinking and feeling during a journey, and just as importantly, ways to turn that data into easy-to-digest, actionable insights. What process do you go through to uncover and chart the customer journeys of your clients? Great title! Thank you, Jim.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

CloudCherry

SEPTEMBER 23, 2019

From Journey Mapping ( including exit point) and the importance of root-cause analysis, to really knowing (like, for real) and listening to (key words, ya’ll) your customers, Jeannie’s expertise and insights lay out the most important points of retention. And- trust us- you’ll wanna take notes. Request a demo.

Customer Retention 150

Customer Retention Customer Journey Mapping Workshop Consulting 150

Middlesex Consulting

OCTOBER 25, 2015

I have been running customer journey mapping workshops for our clients for many years. So today I’m going to layout the different types of map and where each is used. Why you would use a Journey Map? First things first: why do you use a Customer Journey Map?

Customer Journey Mapping 60

Customer Journey Mapping Customer Journey Document Workshop 60

Middlesex Consulting

OCTOBER 26, 2015

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people have started pinning the term to different things, i.e. people call different types of map, customer journey maps.

Customer Journey Mapping 60

Customer Journey Mapping Customer Journey Document Workshop 60

GetFeedback

AUGUST 14, 2019

Online surveys can provide insights if your digital experience is meeting customer and prospect needs. Gathering CSAT feedback after a major milestone in onboarding or deployment can help customers feel like they have an avenue for feedback. It’s not the measuring that makes things happen, it’s what you do with those insights.

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Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

SmartKarrot

MAY 6, 2022

The only workaround solution for this situation is using customer journey mapping. Don’t know about customer journey mapping? This blog will answer all your questions about customer journey mapping. We will define it and will also answer the 10 FAQs about customer journey mapping.

Customer Journey Mapping 10

Customer Journey Mapping Customer Journey Touchpoint B2B 10

SurveySparrow

NOVEMBER 28, 2019

Customer Experience conferences are always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. Customer Experience Strategies Summit (CXS).

2020 96

2020 Customer Experience Workshop 2019 96

Experience Investigators by 360Connext

JULY 2, 2019

Here are a few ideas to get you thinking of ways to include your customers in ways that will serve both them and your organization. Co-Create Your Customer Journey Map. It’s amazing we have to say this, but customers are often not included in customer journey mapping.

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Customer Journey Mapping Social Media Fashion Customer Journey 110

Experience Matters

APRIL 24, 2015

Seven Steps for Developing Customer Journey Maps (April 2013). Customer journey mapping has become a very popular CX tool, and also a hot topic on this blog. That’s why we’ve created a workshop to help people master this capability. 9 Recommendations For Net Promoter ® Score (June 2011).

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Net Promoter Score Customer Journey Mapping 2013 2009 106

Strativity

NOVEMBER 20, 2019

Build understanding and engagement with Customer Journey Mapping. Done right, customer journey mapping is a great early step to understand your customer experience and create a foundation for additional CX discovery. Dive into the qual and quant of customer experience research.

Consulting 53

Consulting Workshop Customer Journey Mapping Touchpoint 53

SurveySparrow

JUNE 30, 2023

They analyze customer feedback, conduct market research , and identify areas for improvement, all while keeping a finger on the pulse of emerging trends in the industry. They identify opportunities to enhance the experience at each stage, ensuring a seamless and personalized journey.

Customer Experience 52

Customer Experience Workshop Customer Service Representative Customer Centricity 52

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

2019 40

2019 Technology Insights Customer Experience 40

Forrester

SEPTEMBER 19, 2014

I recently had the pleasure of facilitating three customer journey mapping workshops for clients. For me, the most rewarding part of these workshops is when, all of a sudden, you see the light bulb go on for the participants. Customer Experience Forum. customer experience journey mapping.

CEM 101

CEM Workshop Customer Journey Mapping Customer Journey 101

Experience Matters

JANUARY 6, 2015

Given the value of customer insights, many firms will invest in major renovations to these efforts this year. Customer Journey Deliberations. You can’t read very much about CX without running into something about customer journey mapping. 4) What will the customer do right afterwards?

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2015 Customer Journey Mapping Contact Center 2014 132

Heart of the Customer

DECEMBER 4, 2014

” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. Training customers is a losing proposition. The post Training Customers = Losing appeared first on Heart of the Customer. Customers form an. Exploit it.”

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Customer Journey Mapping Workshop Customer Journey Culture 89

GetFeedback

DECEMBER 2, 2019

One more thing—I recently did a webinar with GetFeedback where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Her mission is: To Create Fewer Ruined Days for Customers.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

SurveySparrow

NOVEMBER 28, 2019

A Customer Experience conference is always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. Customer Experience Strategies Summit (CXS).

2020 52

2020 Customer Experience Workshop Events 52

SurveySparrow

AUGUST 14, 2023

Customer Journey Mapping : Ready for a Treasure Hunt? Customer journey mapping helps you navigate the twists and turns of the customer journey. Investing in CX software, data analytics tools, and customer feedback platforms allows businesses to gather and analyze valuable data.

Customer Experience 52

Customer Experience Customer Centricity Customer Journey Mapping Touchpoint 52

COPC

AUGUST 10, 2016

will be hosting a Customer Journey Mapping Workshop –. In this information-packed, four-hour workshop, Paul Shuga, Vice President, COPC Inc., will lead a discussion on the what, why, and how of customer journey mapping. For more information about this workshop, go to [link].

Events 40

Events Customer Journey Mapping Workshop Hotels 40

Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. If you don’t have a journey map, now is a terrific time to create one. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these.

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Customer Journey Mapping Workshop Customer Journey Touchpoint 374

SurveySparrow

SEPTEMBER 29, 2023

Well, the secret lies in their commitment to improve and enhance customer experience. And one powerful tool that can help achieve this is a customer experience workshop. But what exactly is a customer experience workshop, and why is it so important? What is a Customer Experience Workshop?

Workshop 52

Workshop Customer Experience Roadmap Feedback 52

Kerry Bodine

OCTOBER 13, 2016

You might observe your customers filling out your loan application paperwork at their kitchen tables. Or you might conduct a journey mapping workshop to see how that loan application fits into a larger financial process, like buying a home. For example, you might run some usability tests on your desktop and mobile sites.

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Workshop Customer Journey Mapping 2016 Financial 66

Magellan Solutions

JULY 11, 2023

Undergoing training can help the BPO staff stay informed on market developments and customer outsourcing strategies. Regular workshops and training allow the team to improve their customer service abilities. #4) 4) Leveraging Technology for Customer Insights Providing personalized interactions requires using CRM technologies.

Customer Experience 75

Customer Experience Net Promoter Score E-support Customer Satisfaction 75

Strativity

JULY 14, 2017

Customer Journey Mapping is a well-documented practice that helps organizations understand and guide improvements in the customer experience (CX). When done effectively, it uncovers valuable insight into CX issues and opportunities, and it aligns stakeholders around a common vision.

Management 45

Management Workshop Customer Journey Mapping Touchpoint 45

Experience Investigators by 360Connext

FEBRUARY 9, 2021

CX initiatives to understand customers better, like customer journey mapping, overall customer research, and customer data analysis. Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Pink Guava

DECEMBER 22, 2019

Before we even jump to any insights etc. It will bring in more customers through references along with reducing the customer churn. Deepen the cross-functional teams engagement through processes, so that all key personnel and departments know how they make a difference to their customers.

Customer Experience Management 52

Customer Experience Management 2020 Customer Experience Management 52

Kerry Bodine

OCTOBER 13, 2016

You might observe your customers filling out your loan application paperwork at their kitchen tables. Or you might conduct a journey mapping workshop to see how that loan application fits into a larger financial process, like buying a home. For example, you might run some usability tests on your desktop and mobile sites.

Workshop 48

Workshop Customer Journey Mapping 2016 Financial 48

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ClearAction

DECEMBER 27, 2017

. “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. Is your voice of the customer program letting you know similar insights?

Customer Experience 54

Customer Experience Workshop B2B Banking 54