Customer Bliss

DECEMBER 13, 2016

He focused on four major items: A quantitative assessment of what mattered and what didn’t matter to customers. Qualitative interviews – to put the story of the experience in the customers’ voice. Cross-functionally workshopped the actions. Prioritized efforts, assigning to functional leaders.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Confirmit

MARCH 17, 2020

At Confirmit, our top priority is the health and well-being of our employees, customers and partners, and we are taking steps to ensure we do not put anyone at any unnecessary risk, while supporting the needs of our customers. Voice of the Customer Voice of the Employee Market Research Company.

Workshop 52

Workshop Customer Voice Events Culture 52

Kayako

AUGUST 11, 2015

Think about what else you could invest that money in: training workshops for customers, proactive support and more hands-on onboarding. These are all amazing ways to spend money on your customers. Nobody should feel guilty about self service as their first, and best, customer experience. The bottom line.

Workshop 92

Workshop Definition Measurement Customer Voice 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

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

inQuba

OCTOBER 17, 2018

At the start of their inQuba journey, Beaurepaires had around 900 staff who had what Lewis calls a “garage mentality” – that is, they were solely focused on running a workshop. This is the type of business agility required by the businesses of today who choose to put the customers’ voice at the centre of everything.

Customer Centricity 45

Customer Centricity Net Promoter Score 2014 Retail 45

CX Journey

SEPTEMBER 8, 2016

Think about your interactions with companies like Southwest Airlines, Zappos, or Ritz-Carlton; these companies have created intentional cultures of employee experience, happiness, and engagement first because they know that if their employees are miserable, their customers will be, too. I'm glad they stayed as long as they did.

Customer Experience 49

Customer Experience Employee Experience Workshop Culture 49

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

Lumoa

JANUARY 31, 2023

Not many of them understand that the customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies, or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team, and consistently work on understanding the customer needs.

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

Heart of the Customer

JUNE 27, 2019

The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer.

Customers 133

Customers Workshop Customer Voice Consumers 133

Lumoa

FEBRUARY 20, 2018

Not many of them understand that customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team and consistently work on understanding the customer needs.

Customer Experience 150

Customer Experience NPS Touchpoint Customer Centricity 150

Heart of the Customer

MAY 9, 2019

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here.

Books 74

Books Blog Insights Customer Journey Mapping 74

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. This platform also enables you to conduct events and workshops or even tutorials to make the customer experience more pleasant.

Feedback 68

Feedback Social Media Loyalty Information 68