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

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Customer Bliss

FEBRUARY 13, 2018

Josh’s passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship with the end consumer. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

InMoment XI

FEBRUARY 8, 2023

What to Look for in a CX Bus Driver A CX leader needs to drive cross-functional alignment, build relationships that elicit cooperation, and break down organizational silos to create coordination across the entire customer journey. Again; not for the faint-of-heart. It’s not easy, but nothing worth doing ever is.

Sports 295

Sports Financial ROI Leadership 295

InMoment XI

FEBRUARY 7, 2024

This shift in feedback channels presents both an opportunity and a challenge for hotels. The hotels that thrive will be those that deliver intelligent, AI-driven CX throughout the customer journey that’s personalized, yet secure. At the Forefront of ESG Leadership. ( [link] ). References Skyscanner. Access 1/19/24.

Hotels 260

Hotels Guest Experience Travel 2024 260

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

JUNE 8, 2021

Don’t get stuck in the “our customers only care about our product” fantasy. To look for clues for the future, it’s vital to understand their present reality. How to Act on Customer Experience Clues. Future State Customer Journey Mapping. Who is the customer in one year or five? Consider their real lives.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

InMoment XI

MARCH 27, 2024

Online reviews, a platform for consumers to discover and assess auto services brands, can particularly influence consumer decisions from the start of their customer journey. Demonstrating a willingness to listen and improve can turn dissatisfied customers into brand advocates.

Automotive 260

Automotive Management Social Media 2024 260

Customer Bliss

SEPTEMBER 4, 2018

Bob realized that as an organization, t here were some fundamental things missing in terms of influencing employees and customers to change at the core. This had to do a lot with leadership and how they were understanding customers at Manulife. Is Your CX Making a Noticeable Difference to Your Customers?

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. The role of the Chief Customer Officer is to unite leaders and the organization in building a one-company version of their customer journey.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

InMoment XI

FEBRUARY 1, 2023

Every organization, leadership dynamic, employee culture, and business is different. Regardless of where your CX function reports, there are key organizational elements that must be present and the CX leader also has to have certain key skills, strengths and characteristics for it to be successful.

Customer Experience 260

Customer Experience Chief Customer Officer Call Center Culture 260

Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event.

2024 52

2024 Events Leadership Innovation 52

Customer Bliss

AUGUST 10, 2018

Having an in-house customer room can help get you out of the fray of the silo-by-silo projects and report-outs, and they unite leaders for regular and customer experience accountability. And why does the customer room work? In the customer room, the outcomes of the competencies are presented by the stage of experience.

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

Customer Bliss

JUNE 6, 2019

Yamini tells that her leadership teams and C-Suite are all invested in being customer-focused. Yamini and her leadership teams and C-Suite spend time listening to customer calls and support interactions. By listening, they’re able to analyze responses, understand the customer journey, and determine how to move forward.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journey Leadership 152

Customer Bliss

SEPTEMBER 26, 2019

These teams thrive when C-suite leadership plays an active role in guiding the build-out of the “beta” versions of these competencies. We typically divide up the leadership team, assigning them by competency. You will be facilitating quarterly customer journey and annual planning reviews.

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Customers 137

Customer Bliss

OCTOBER 13, 2015

Use your Customer Journey framework that you established in Competency Two (Align Around Experience) to inventory all of the current projects, organized by the stage of the experience they impact. Silo based projects may have good intentions for customers, but their narrow scope may not improve the customer experience in total.

Customer Journey 173

Customer Journey Leadership Presentation Customer Focused 173

Customer Bliss

SEPTEMBER 15, 2016

The role of the customer leadership executive is to engage leaders and the organization to want to be a part of one-company storytelling and prioritization of actions to earn the right to customer-driven growth. The power in converge moves you towards one-company, customer-driven leadership.

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

Oracle

DECEMBER 17, 2019

.” CX leaders are still plagued by the challenges of transitioning to a customer-centric culture; unable to solve the common customer experience management problems of low organizational commitment, poor alignment of cross-functional teams and competing agendas and priorities. Tip #1: Define organizational purpose.

2020 52

2020 Leadership Customer Centricity Customer Journey Mapping 52

Horizon CX

NOVEMBER 9, 2023

The root causes – a lack of skills and training among frontline employees, a problem that stems from deficiencies in leadership and supervision. The Unseen Dilemma At the heart of this issue lies a paradox: frontline employees, often blamed for subpar customer experiences, are victims of inadequate training and support.

Leadership 52

Leadership 2023 Loyalty Customer Centricity 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

Maybe one specific complaint seems to be resolved based on new options that have been presented for the customer. But too often, our customer journey maps remain static. When customer journey maps are treated as artifacts instead of tools, they become a historical document. Then, we need to take action.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

SuiteCX

MAY 4, 2016

There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2016 Presentation 40

SuiteCX

MAY 4, 2016

There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2016 Presentation 40

Customer Bliss

NOVEMBER 19, 2015

Using the Customer Room to drive monthly, quarterly and annual accountability is one of the most robust actions that we have been using to align leaders and drive a different kind of taking action. The Customer Room is a tangible depiction of the current customer journey.

Engagement 205

Engagement ROI Leadership Customers 205

Customer Bliss

NOVEMBER 28, 2017

Take on the responsibility to talk to customers and provide them with a sense of trust. Sami started almost every presentation started with a video in which someone dramatically read YELP reviews as a tool to show people what the customer experience is really like. Use the Customer Journey Map As a Tool to Measure Success.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. Redesign your Journey Maps.

Customer Experience 195

Customer Experience Airlines 2020 Presentation 195

Customer Bliss

DECEMBER 8, 2017

These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so. Build Customer Listening to Align to the Various Stages of the Customer Journey.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. Quadient is excited about our leadership status, so we made the full report available to you free of charge. Customer Journey Mapping.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

When leaders want to change these cultures, they realize it requires greater work than just announcing that it’s time to think about customers more. How can you create a customer-first culture? You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

Gainsight

DECEMBER 21, 2023

After all, if you only have a few customers, what data do you actually have? Undefined Customer Experience Processes for onboarding, adoption, and every other stage of the customer journey are not in place, or at least, not documented and standardized.

2023 52

2023 Customer Success Culture Roadmap 52

Customer Bliss

OCTOBER 17, 2018

By emphasizing to his fellow leaders how important customer experience transformation is, and by giving it a stronger focus, it soon became a major topic at leadership offsites where goals and objectives are set and the focus of the organization is created. How Does the C-Suite Define Success? What do they consider success?

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Retently

MARCH 16, 2022

Instead, Customer Success is aiming to get a more holistic overview of the customer journey and build on existing relations through consistency. . Given the complexity of the Customer Success role, these reps need to have a 360 degree customer view, infusing knowledge of Support, Product, Marketing and Sales.

Customer Success 164

Customer Success Net Promoter Score Customers Customer Retention 164

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Education Services Group

AUGUST 16, 2022

CSMs use them to guide their first interactions with the customer, helping them clarify and set expectations, set up an action plan for moving forward, and establish critical milestones to work toward through the customer journey. They’re a great way to demonstrate to your brand new customers that “you’ve got this.”.

Sales 52

Sales Customer Success Leadership Customer Retention 52

ClearAction

DECEMBER 11, 2018

Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. Note: this article focuses on Marketing’s understanding of customer journeys. It short-changes marketing’s impact.

Customer Experience 71

Customer Experience Customer Journey Mapping Customer Centricity Customer Journey 71