Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Companies that are more Naïve or Transactional will think that being deliberate is limited to product and process.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Experience Investigators by 360Connext

MAY 26, 2020

A customer journey map is from the customer’s perspective, and focused on their actions, feelings, thoughts and needs. Customer Actions. Frontstage Actions. Backstage Actions. Map the Frontstage Actions. Frontstage actions are all about what the customer sees and interacts with along the journey.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Workshop 143

Beyond Philosophy

OCTOBER 28, 2014

The four stages are Naïve, Transactional, Enlightened, and Natural. Area #1: Technology When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs. Enlightened and Natural companies have embraced this change and are leading the way.

Customer Experience 136

Customer Experience Multi-Channel CEM Customer Centricity 136

One Millimeter Mindset

OCTOBER 18, 2018

Why do initiatives on retaining customers still feel like a bunch of isolated actions? In this assembly line, Yesterday’s Age of Mass Production model, the customer ends up serving the organization’s business model. Or, if there is one, the actions involved disrupt the supplier’s business model.

Customer Retention 118

Customer Retention Workshop Touchpoint Customers 118

ClearAction

JUNE 25, 2023

First, shared vision and coordinated actions are top success factors for sustained, urgent momentum in experience improvement. Isn’t that job description better for productivity and retention? Request a rapid action template session to kickstart progress in any area. ClearAction.com/experience-leadership-mastery Why?

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

Experience Investigators by 360Connext

JULY 7, 2020

Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. When engaging with your product or services requires extra effort from your customers, they’re less satisfied. Why Create Customer Journey Maps? They are also often widely misunderstood. What do you see?

Customer Journey Mapping 208

Customer Journey Mapping Customer Journey Document Workshop 208

Beyond Philosophy

OCTOBER 28, 2014

The four stages are Naïve, Transactional, Enlightened, and Natural. When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs. Enlightened and Natural companies have embraced this change and are leading the way.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Gainsight

JANUARY 20, 2023

The importance of these phases is tied to the customers’ focus on the value they are getting from your product or service. If a customer has been successfully engaging with your products, they are a promising candidate to expand into other areas of your offering.

Customer Success 52

Customer Success Touchpoint 2022 Customers 52

Beyond Philosophy

OCTOBER 6, 2014

When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused. Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

GetFeedback

DECEMBER 2, 2019

It’s up to customer-centric leaders to engage the right ways to measure, communicate and take action on it. Are you offering them experiences that earn those higher feelings of satisfaction and delight or are the scores so incredibly consistent they don’t really enlighten you with how your customers are feeling?

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

One Millimeter Mindset

OCTOBER 10, 2018

Then, professionally boring workplaces create consistently mediocre levels of quality and productivity. Employee productivity is “good enough” and product quality is “sufficient.” And these ideal clients enlighten our bored clients. Take action! Think about the customer experiences we create when we are bored.

B2C 69

B2C Workshop Customer Retention Customer Success 69

Guavus

NOVEMBER 21, 2019

However, new technologies eventually gain a foothold when mainstream customers adopt viable products that solve real-world problems, climbing the “slope of enlightenment” before ultimately reaching the “plateau of productivity”. The post Reaching 5G’s “Plateau of Productivity” appeared first on Guavus - Go Decisively.

Innovation 52

Innovation Download Technology Reference 52

BirdEye

AUGUST 3, 2023

When you want to understand your customers’ happiness, you can send them a CSAT survey to gather feedback on your products, services, or customer behaviors. Most questions in CSAT surveys are usually as follows: - On a scale of 1 to 5, how satisfied are you with our product/service? Actionability of feedback.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Net Promoter Score 98

Experience Investigators by 360Connext

JUNE 18, 2019

And as my newly-purchased products were shoved carelessly into plastic bags, I would think…ugh. The value of the product wasn’t worth the experience I endured. How can we share our values in words and actions so customers can feel good about working with us? The stores were cluttered and dusty. Why do this to myself?

Customer Experience 110

Customer Experience Brands Customers Connections 110

Customer Bliss

SEPTEMBER 5, 2019

In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. There was a need to be experience-focused rather than product-focused. Click To Tweet. 3 Steps to Solidify Your Foundations. Take Care of the Basics.

Culture 131

Culture Chief Customer Officer Leadership Presentation 131

ClearAction

NOVEMBER 18, 2017

Metrics disparity among product lines, account teams, and functional areas will dilute what could otherwise be achieved if everyone pulls together. This is particularly evident when you consider that many customers buy multiple products, in multiple locations.

Metrics 67

Metrics Customer Experience Customer Experience Management Return on Investment 67

Qualtrics

DECEMBER 10, 2020

Early on, Qualtrics built an industry-leading experience management platform that focused on the four distinct pillars of XM: brand experience (BX), product experience (PX), customer experience (CX), and employee experience (EX). Benefits of experience management. And XM is what enables them to make that paradigm shift. Get Started.

Management 52

Management Employee Experience Culture Social Media 52

Experience Investigators by 360Connext

JANUARY 30, 2015

Most may never appreciate the care of a small action like this. None of us want to struggle with a too-tight knot trying to access the product we’ve already purchased. They should enlighten, entertain or educate. June Microinteraction of the Month: 404 Page Call-To-Action. following your call to actions!

2013 252

2013 Customer Service E-support 2014 252

ClearAction

JANUARY 11, 2015

There are two paths of metrics you should be monitoring in order to see clearly what's predictive of the beloved end-results: (1) action plan metrics and (2) program metrics. Action Plan Metrics. To identify good action plan metrics, start with voice-of-the-customer: (a) what are the most severe hassles customers deal with? (b)

Customer Experience Management 119

Customer Experience Management Metrics Customer Experience Management 119

Education Services Group

OCTOBER 28, 2020

The purpose of this blog is to enlighten, not just people in the Customer Success practice, but anyone who is aspiring to achieve excellent business outcomes for their customers, thus, creating a strong relationship with them. When is the best time to lay down the action plans to achieve the end goals? Why is it Important?

2013 45

2013 Chief Customer Officer Customer Success Customer Retention 45

ChurnZero

DECEMBER 29, 2020

Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. 11 th Fastest Growing of G2 Products. How To Nail Implementation and Customer Success Handoffs.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Experience Investigators by 360Connext

OCTOBER 31, 2014

By playing on people’s fears, these “spooky” calls to action (CTA) act as subtle reminders the recipients might not know exactly what they’re doing yet. Usually it’s to research a product or learn something. They should enlighten, entertain or educate. June Microinteraction of the Month: 404 Page Call-To-Action.

2013 197

2013 E-support 2014 Social Media 197

One Millimeter Mindset

NOVEMBER 22, 2018

Your words, actions and values encourage me to stay the course, on your behalf. Because I was spending more time explaining “what I did not do” to colleagues and clients, than enlightening them about “what I am so very committed to continuing to do.” Purposefully, productively, profitably. Write my stuff.

2018 67

2018 2014 2012 Customer Retention 67

Beyond Philosophy

OCTOBER 6, 2014

When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused. Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused. Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Gainsight

JUNE 21, 2022

When the Customer Success team or organization has cultivated a relationship of trust and developed a mature customer who finds value in your product, the customer will be open to gaining more from their partnership with you. Like most health data, NPS is also a lead indicator or prediction of present and future product adoption and growth.

2022 52

2022 Net Promoter Score NPS Return on Investment 52

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. What actions will improve our customer satisfaction ratings?

Customer Experience 114

Customer Experience Download Workshop Metrics 114

One Millimeter Mindset

AUGUST 13, 2018

The non-religious use of the term, Zen , describes a state of calm attentiveness in which one’s actions are guided by intuition rather than by conscious effort. Become more strategically insightful and enlightened, instead of remaining reactive and linearly-conditioned. Never miss another insightful post.

Customer Experience 53

Customer Experience Workshop Customer Retention Innovation 53

Kayako

JUNE 30, 2016

In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones.

Customer Service 65

Customer Service Customers Document Customer Service Training 65

ClearAction

JANUARY 16, 2016

Shift to Actionability: Here’s new wisdom for VoC — and for your overall customer experience strategy – and it’s not too late to change: shift your attention to actionability plans. At the same time, it enlightens the entire employee base to better anticipate customer expectations and reactions.

Workshop 54

Workshop Customer Experience Management Customer Centricity Insights 54

Kayako

JUNE 30, 2016

In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones.

Customer Service 62

Customer Service Customers Document Customer Service Training 62

Experience Investigators by 360Connext

OCTOBER 1, 2014

They should enlighten, entertain or educate. June Microinteraction of the Month: 404 Page Call-To-Action. She likes to take videos with her trusty Apple products. Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Not disappoint like this one.

E-support 274

E-support 2013 2014 Social Media 274

delighted

MAY 24, 2017

They can amplify your strengths, drive referrals, coach new users, and even help guide the product roadmap. Solicit feedback on upcoming products. Promoters tend to know your product better than anyone else, and will often have great insight into where the product could go in the future. Reach out to them.

B2B 74

B2B Reference Social Media Roadmap 74

Storyminers

MARCH 11, 2019

But according to Timothy Murphy, current General Counsel and former Chief Product Officer, “Priceless” is a concept that is intrinsically embedded in the company’s history and is applicable to a modern society influenced by the prevalence of social media connectedness. Guest Post by: Sara Carter, Co-Founder of Enlightened-Digital.

Marketing 45

Marketing Social Media Advertising 2015 45

Qualtrics

MARCH 2, 2021

Customers are aware of and treated according to the company values, which also will trickle down to the products and services. How does your team implement processes and best practices that ensure the right actions happen each and every time? Your products and services are only as valuable as your customers perceive them to be.

Customer Service 29

Customer Service Social Media White Paper 2021 29

Amity

APRIL 25, 2016

Allison is an entrepreneurial leader with strong business and product insticts. The Enlightened Customer. Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

delighted

JANUARY 22, 2020

Essentially, promoters are your biggest fans and can amplify your company’s strengths, drive referrals , coach new users, and even help guide the product roadmap. Solicit feedback on new products from your promoters. More often than not, promoters are the first to purchase and try your newest products.

Social Media 40

Social Media NPS Reference B2B 40