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. Explain how to review the map and what might be most interesting or surprising for employees to learn.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

JULY 7, 2020

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. Stop for a moment and imagine a customer journey map in your mind. Customer journey maps are tools to solve your business challenges.

Customer Journey Mapping 208

Customer Journey Mapping Customer Journey Document Workshop 208

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.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

MAY 26, 2020

How Does it Differ From a Customer Journey Map? Service blueprints are designed to map out the future experience for customers as well as the backend processes and systems to make the experience happen. This might sound like a customer journey map, but there are a few distinctions.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Workshop 143

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

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

SurveySparrow

JANUARY 28, 2020

What process do you go through to uncover and chart the customer journeys of your clients? What advice would you give to our blog readers to help them start their customer journey mapping process? Jim: Well, naturally, I think our book, How Hard Is It to Be Your Customer ? Involve customers in the process.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

CloudCherry

SEPTEMBER 23, 2019

In her conversation with our own James Gilbert, Jeannie- author, speaker, consultant, owner of Experience Investigators by 360 Connext , and CX Expert for 20 + years- educates us on the ins and outs of Customer Retention. The post Roadblocks on How to Fix Customer Retention appeared first on CloudCherry. So, where do we begin?

Customer Retention 150

Customer Retention Customer Journey Mapping Workshop Consulting 150

GetFeedback

AUGUST 14, 2019

You can ask customers to provide feedback on their satisfaction along their journey. Use CSAT at key points in the sales process. After inbound sales calls, for example, prospects can share how satisfied they were with the conversation. Customer journey mapping and CSAT scores: a satisfying match.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Education Services Group

FEBRUARY 8, 2022

Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. I want to give you an inside look at what makes journey mapping the ESG way so special. Because we get asked about our customer journey mapping workshops a lot.

Customer Journey Mapping 52

Customer Journey Mapping Workshop Customer Journey Customer Success 52

Michel Falcon Experience

JANUARY 16, 2020

And/or you can host a sales contest within your sales team to increase top-line revenue. that’s having a customer experience strategy! Do you have plans to host a customer journey mapping workshop this year? When was the last time you updated your company’s customer service training material?

2020 88

2020 Customer Journey Mapping Customer Experience Hospitality 88

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

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

Kerry Bodine

OCTOBER 14, 2016

Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. But don’t throw darts to choose your journey—select it carefully.

Customer Journey 125

Customer Journey Customer Journey Mapping Workshop 2016 125

ShepHyken

APRIL 28, 2024

5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue. Nurturing customer confidence is an important part of your retention strategy. Connect with Shep on LinkedIn.

2024 71

2024 E Commerce Article Loyalty Programs 71

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 often gets translated into the following business text: SALES!

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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

ClearAction

AUGUST 6, 2019

Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. These insights inform other marketing touch-points.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

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. Training and Development: These specialists play a crucial role in training employees across departments on delivering exceptional customer experiences.

Customer Experience 52

Customer Experience Workshop Customer Service Representative Customer Centricity 52

Kerry Bodine

OCTOBER 14, 2016

Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. But don’t throw darts to choose your journey—select it carefully.

Customer Journey 48

Customer Journey Customer Journey Mapping Workshop 2016 48

Kerry Bodine

NOVEMBER 26, 2017

We hope you’ll join us in one of these fun locations next year for our signature two-day customer journey mapping workshop: February 27 & 28 in San Francisco. This discount expires at midnight tonight Pacific time, and won’t be repeated prior to any of our 2018 workshops. May 16 & 17 in Chicago.

Workshop 48

Workshop 2018 Sales Customer Journey Mapping 48

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

Magellan Solutions

JULY 11, 2023

This loyalty results in the following: Higher lifetime value Increased client retention Favorable word-of-mouth referrals Good reputation and feedback Poor customer experiences can also lead to lost sales and a tarnished reputation. SMEs can explore customer experience outsourcing strategies through BPO.

Customer Experience 75

Customer Experience Net Promoter Score E-support Customer Satisfaction 75

Customer Guru

AUGUST 8, 2018

Carol Buehrens is a leading customer experience expert, best-selling author, and professional speaker. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. He has vast experience in driving profitable sales growth through more loyalty-inspiring customer experiences.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Pink Guava

DECEMBER 22, 2019

It is a long growth engine instead of short term sales to thrive and survive. Research proves that it is a differentiator that makes a customer loyal to you and be an active advocate. It will bring in more customers through references along with reducing the customer churn.

Customer Experience Management 52

Customer Experience Management 2020 Customer Experience Management 52

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. They may have customer stories useful for customer journey maps.

Government 62

Government B2B Customer Experience Customers 62

ChurnZero

OCTOBER 20, 2020

Services or usually called Professional Services are services provided to customers that have a clear timeline, outcome and value definition. The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services).

Customer Success 52

Customer Success Customer Journey Mapping Customer Journey Workshop 52

Kerry Bodine

NOVEMBER 26, 2018

We hope you’ll join us in one of these fun locations next year for our two-day customer journey mapping bootcamps: January 30 & 31 in San Francisco : Our signature journey mapping bootcamp, which one recent attendee called “an MBA on steroids”. Want to save even more?!

2019 48

2019 Sales Workshop Customer Journey Mapping 48

Kerry Bodine

NOVEMBER 26, 2018

We hope you’ll join us in one of these fun locations next year for our two-day customer journey mapping bootcamps: January 30 & 31 in San Francisco : Our signature journey mapping bootcamp, which one recent attendee called “an MBA on steroids”. Want to save even more?!

2019 48

2019 Sales Workshop Customer Journey Mapping 48

Ian Williams

APRIL 29, 2016

This certainly isn’t the case for the vast majority organisations, and there are always likely to be certain functional skills, such as Customer Journey Mapping, that do not naturally sit elsewhere within the business. One of the senior sales guys added “We all are…”. CX professionals are here to stay. Reputation?”

Customer Experience Professionals 94

Customer Experience Professionals Telecommunications Customer Journey Mapping Brands 94

Wootric

FEBRUARY 14, 2019

She counsels leaders and teams responsible for customer outcomes by designing stronger organizations and guide cross-functional teams to leverage mutually beneficial opportunities with an advanced understanding of the customer journey, sales, product marketing, and operations. Guneet Singh. Jeannie Walters. Joey Coleman.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett. Toni Newman Follow @Toni_Newman.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ClearAction

OCTOBER 21, 2017

Customer Experience Management Prevents Process Silos Lynn Hunsaker. Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It’s the job of customer experience management to drive smooth journeys and maximize value across the life cycle.

Customer Experience Management 67

Customer Experience Management Customer Experience Management Customer Journey Mapping 67

Kerry Bodine

NOVEMBER 29, 2017

I got a great question this morning from some colleagues who attended of one of our recent journey mapping workshops together: “Our marketing team would like to map the prospect journey from awareness up to purchase, but there are so many entry points and no linear process. Journey Flows.

Customer Journey 90

Customer Journey Touchpoint Workshop Webinar 90

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

Answer Dash

APRIL 16, 2019

“Customer experience professionals often strive to fix everything for every single customer,” observed Diane Magers, formerly with Office of the Customer at AT&T. “At At another company, the sales reps were using the same service model, services set and pricing structure for everyone,” Magers recalls.

Customer Experience 76

Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76

SuiteCX

APRIL 10, 2017

By understanding the holistic customer experience, including how the customer interacts with the Manufacturer/Dealer, moments of truth and pain points, we can suggest improvements in terms of people, process, and data sharing.

Automotive 40

Automotive Customer Journey Mapping Events Competitive Advantage 40