Experience Investigators

JANUARY 10, 2023

Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey.

Customer Journey Map 52

Customer Journey Map Customer Experience Close the Loop CX 52

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. 4 Culprits That Hinder Customer-Driven Growth. #1. 4 Culprits That Hinder Customer-Driven Growth. #1.

Customer Experience 67

Customer Experience Scorecard Engineering Start-ups 67

SugarCRM

DECEMBER 27, 2022

2022 was all about being able to see customers and deliver experiences like never before. Sugar challenged the hassles of traditional CRMs by unveiling high-definition customer experiences (HD-CX), a step beyond the traditional 360-degree customer view. 2022 is the year we let the platform do the work. What a year!

CRM 29

CRM Start-ups Sales CX 29

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Start-ups 167

Start-ups Customer Experience Customer Loyalty CX 167

Intercom

APRIL 20, 2023

The reasoning is pretty straightforward: If you invest in the customer experience, it’ll improve. Say you’re the Head of Customer Experience. The customer experience is important; everybody knows it. And so, CX programs often end up getting cut. Typically, only 5 to 10% of customers respond to surveys.

Net Promoter Score 52

Net Promoter Score Customer Experience CX Finance 52

Customer Bliss

AUGUST 28, 2018

“With the journey map, I now have a powerful tool that helps visualize the visitor experience,” said Samir Bitar , Museum Director of the National Veteran’s Memorial and Museum, when I interviewed him in one of my most popular podcasts, How the Smithsonian Built Their Journey Map. Is it used to understand your customers?

Customer Journey Map 63

Customer Journey Map Scorecard Start-ups CX 63

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. It is easier and also cheaper to retain existing customers than onboard new ones.

Customer Acquisition 83

Customer Acquisition Customer Retention Machine Learning Social Media 83

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Working with other decision makers will help define your success or failure as you take on the work.

B2C 52

B2C CX B2B Customer Journey Map 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Customer Bliss

SEPTEMBER 1, 2016

I wanted to talk for a quick second about strategic management in customer experience. If you’ve been listening to my podcast — and the next episode is No. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management.

CX 70

CX Engineering Customer Experience Management Customer Experience 70

Intercom

FEBRUARY 10, 2022

Customer support has never been a walk in the park. But with the onset of the COVID-19 pandemic that disrupted entire industries, forced many of us into working remotely, and brought about unprecedented digital transformation, the last two years have been particularly demanding. Shawn Carter , Customer Care Team lead at Aircall.

E-commerce 105

E-commerce Start-ups Customer Expectations Technology 105

Intercom

AUGUST 11, 2022

It’s hard to truly understand your customers when you’re chasing that point increase in NPS or to empathize with their problems when you’re spending all day looking at charts on a computer screen. To see the world through their eyes, to get a feel for their experience, pains, and needs, you need actual human connection.

Start-ups 59

Start-ups NPS Sentiment Analysis Artificial Intelligence 59