Heart of the Customer

APRIL 29, 2019

Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer. You have a journey map.

Marketing 92

Marketing Workshop Customer Journey Mapping Customer Journey 92

CX Journey

JUNE 9, 2016

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? Earlier this week, I wrote about how eye opening journey maps and journey mapping workshops are. If you aren't mapping yet and still need to be convinced, I'll do my best to provide you some more reasons to map customer journeys. Use them to.

Customer Journey 42

Customer Journey Workshop Customer Voice Customers 42

inQuba

OCTOBER 17, 2018

“We weren’t putting our people in a position where we could guarantee to respond to 100% of customer enquiries, and that was our mandate,” Lewis explains. This problem led them to engage with and implement inQuba, a real-time CX management solution set, across their business. But business transformations can be challenging.

Customer Centricity 45

Customer Centricity Net Promoter Score 2014 Retail 45

CX Journey

SEPTEMBER 8, 2016

So how do we ensure that our employees are happy, engaged, and having a great experience? When you implement a formal program to listen to employees, the initiative is referred to as Voice of the Employee (VoE). So it's important that we listen to employees and find out what's keeping them from being able to delight customers.

Customer Experience 49

Customer Experience Employee Experience Workshop Culture 49

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds.

Workshop 54

Workshop Customer Experience Management Customer Centricity Insights 54

One Millimeter Mindset

JANUARY 9, 2019

Are customers talking to bots and responding to prompts via digital interfaces? What subset of customers’ voices are captured? And are these captured voices accurate reflections of the real customers required to grow, expand and sustain your business? Learn how to better serve your customers.

Customer Experience 66

Customer Experience Workshop Customer Voice Customer Retention 66

Heart of the Customer

NOVEMBER 16, 2018

Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. appeared first on Heart of the Customer. This is ironic. Except when it isn’t. The post Journey mapping is still happening in silos.

Customer Experience 104

Customer Experience Customer Journey Mapping Workshop Customer Journey 104

Heart of the Customer

APRIL 25, 2019

We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. We’re celebrating Mapping Month in a big way, and I hope you can join us. Next week we’ll kick off the fun […].

Events 84

Events Books Customer Focused Customer Journey Mapping 84

SurveySparrow

DECEMBER 31, 2018

Your presence in the social media and how you handle it is going to be judged by your customers. 96% of the unhappy customers voice their dissatisfaction to their friends and family. McDonald conducted a poll on Twitter to find out which of the $2 menu items are popular with their customers. Offering a little something.

Feedback 68

Feedback Social Media Loyalty Information 68