CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. Connect the Employee Experience to the Customer Experience. Connect the Employee Experience to the Customer Experience.

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

Think Customers

NOVEMBER 16, 2022

Do: Give customers a reason to stay (and grow) with you. Do remove friction from interactions across the customer journey. Do provide channels customers prefer. Do listen and act on voice of customer. Don’t: Drive current customers away. Don’t undermine service quality by broadly cutting costs.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

ClearAction

DECEMBER 11, 2018

The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing. It short-changes marketing’s impact.

Customer Experience 71

Customer Experience Customer Journey Mapping Customer Centricity Customer Journey 71

Think Customers

DECEMBER 13, 2021

Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand. You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

ClearAction

JANUARY 6, 2021

You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

CX Journey

SEPTEMBER 4, 2014

When employees have a clear line of sight, they. It''s meant for both customer and employees, as employees at all levels, frontline and behind the scenes, must deliver on the promise. alignment culture customer experience customer-centric culture employee experience' Habeeb Akande.

Customer Journey Mapping 64

Customer Journey Mapping Culture Touchpoint 2014 64

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

CX Journey

JULY 10, 2014

Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus. Transform your data into insights to transform the customer experience into one that will delight your customers. big data customer experience data voice of customer'

Customer Experience 71

Customer Experience Customer Journey Mapping 2014 Voice of Customer 71

Qualtrics

OCTOBER 23, 2019

As we move further into an economy driven by experience, companies must actively manage key experiences for their customers and their employees. This is why organizations are investing more resources than ever into initiatives like, Voice of Customer , Employee Engagement , User Experience, and Brand Management.

Download 30

Download Consulting 2019 ROI 30

Wootric

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. 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.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. You need a strategy.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

CX Journey

APRIL 5, 2017

Without understanding customers, their expectations, and how well we perform against those expectations, we can never correctly or appropriately redesign the experience to meet their needs. Thou shalt map the customer journey in order to understand the experience. Thou shalt put employees more first.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

delighted

JUNE 21, 2019

So how can companies rise to the opportunity, close that gap in understanding, and align their customer experience to actual customer pain points? By listening to the Voice of the Customer (VoC). What is the Voice of Customer? Surveying employees is important too.

Feedback 53

Feedback Net Promoter Score NPS 2014 53

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Alignment

DECEMBER 18, 2017

This action of taking feedback from customers and ‘fixing’ what appears not to be working there and then, and upgrading the customer journey has been a step in the right direction; the fixing has often been in the absence of the overall picture and context of what experience the organisation wants to deliver to its customer now, and in the future.

2017 45

2017 2018 Chief Customer Officer NPS 45

Second to None

MARCH 26, 2018

Any Customer Experience platform will attempt to excel in these fields, because engaged and satisfied customers are consistently coming back to your brand, and usually bringing along their personal network. On the other hand, the word ‘customer’ suggests a 360 view of an individual who has more complex needs.

Consumers 54

Consumers User Experience Brands Voice of Customer 54

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

CX Journey

SEPTEMBER 29, 2015

Are you using what you hear/learn to actually design a better experience for them? I was thrilled to be interviewed by Leah Berry and to a be part of her 30 Experts in 30 Days series; she asked me questions about employee experience and customer experience, of course, but from a variety of different angles.

Customer Journey Mapping 77

Customer Journey Mapping Employee Experience Document Download 77

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Wootric

AUGUST 22, 2019

You listen to the voice of the customer–endeavoring to understand what customers are thinking and feeling, identifying gaps, and driving the cross-functional changes needed to ensure customers stay engaged and loyal fans. . Voice of customer feedback programs are challenging.

Customer Experience Management 45

Customer Experience Management Net Promoter Score Customer Experience Management 45