Execs In The Know

MARCH 25, 2022

Although the WFH hybrid model looks different for every organization, the success of the hybrid workplace hinges on organizations’ ability to balance the experience of in-office and remote workers with business goals and objectives. It requires a transformation in the way leaders plan, direct, and engage employees in their organization.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey. Discover The Journey.

Touchpoint 83

Touchpoint Start-ups CX Government 83

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Start with defining the customer journey. While teams may often refer to “the customer journey,” how do you ensure alignment and shared understanding of what that means across your business?

Customer Acquisition 62

Customer Acquisition Healthcare Customer Journey Map Start-ups 62

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. A good CX is customer-centered.

Customer Experience 80

Customer Experience Omnichannel Social Media Touchpoint 80

Futurelab

MARCH 20, 2022

These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. As a CX coach working with companies to understand their employees and customers, I was excited to dig into the report’s data. For starters, get to know your employees.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Totango

FEBRUARY 10, 2021

Set success goals for each stage of your customer journey map. This will guide your employees to take steps that promote customer success, generating results that yield higher customer retention. Set Success Goals for Each Stage of Your Customer Journey Map. Proactively guide customer growth.

Customer Retention 85

Customer Retention Customer Journey Map Net Promoter Score Scorecard 85

Beyond Philosophy

DECEMBER 4, 2014

In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience. The typical journey map is usually insufficient.

Customer Journey Map 153

Customer Journey Map Retail Customer Experience Management Customer Experience 153

Totango

NOVEMBER 5, 2021

How many employees support digital engagement at Aruba? MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 111

Customer Journey Map Touchpoint Start-ups Engineering 111

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. mark or memory.

Customer Journey Map 91

Customer Journey Map Touchpoint Compliance Start-ups 91

Kerry Bodine

JUNE 2, 2015

Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. With a current-state journey map , you can: 1.

Customer Journey Map 99

Customer Journey Map Innovation CX Customer Experience 99

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs. I have that type of care service.

Customer Journey Map 129

Customer Journey Map Start-ups Customer Retention Innovation 129

CX Accelerator

JULY 9, 2018

While my trip was short, I was able to experience four different cities and absorb a full range of cultural experiences. I ordered Mexican food in the airport and the employee tossed it out in front of me and walked away toward his next task. Back To CX Accelerator Blog Nate Brown is the Co-founder of CX Accelerator.

Contact Center 140

Contact Center CX Customer Service Sales 140

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It starts with understanding the customer journey and how they feel during the different moments of their experience.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

Totango

JULY 31, 2020

And over 50% of the audience stated that although they had not started on their journey of implementing stakeholder engagement plan, they were looking for a way to get started. A consistent employee experience = a consistent customer experience.

Scorecard 105

Scorecard Technology Technology Sales 105

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. Push for change actively.

Net Promoter Score 89

Net Promoter Score Customer Experience Customer Journey Map NPS 89

Totango

NOVEMBER 5, 2021

How many employees support digital engagement at Aruba? MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 85

Customer Journey Map Touchpoint Start-ups Engineering 85

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . Run the customer journey mapping exercise in a group.

Customer Journey Map 59

Customer Journey Map Touchpoint VOC Start-ups 59

CX Accelerator

MAY 28, 2019

While many factors are outside of our control, there are plenty of essential aspects of the work experience that we do hold sway over. Gallup also proclaims the power of strong peer-to-peer relationships when it comes to employee loyalty. The best companies connect their employees to each other and to their community in a unique way.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Kerry Bodine

MARCH 17, 2018

Wondering how to map the experiences that your customers currently have with your organization? HYPOTHESIZE about the experience you currently deliver. A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. Follow these five steps.

Start-ups 54

Start-ups Technology Technology Customer Journey Map 54

Totango

AUGUST 21, 2020

It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide. Q: How is experience, particularly around human experience infused across customers, employees, and partners playing into this as Customer First is being scaled to massive levels?

Innovation 115

Innovation NPS Touchpoint Start-ups 115

Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Those employees span all of their functions—from supply chain and R&D to marketing and finance.

Net Promoter Score 83

Net Promoter Score Customer Journey Map Social Media Start-ups 83

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. But what is customer experience? This complete introduction to CX will review everything you need to hit the ground running: Customer Experience FAQ. Benefits of Customer Experience. The Customer Experience Management Process.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. It was originally used to describe the steps in training a new employee to start functioning as a member of the organization.

Customer Journey Map 93

Customer Journey Map Close the Loop Start-ups Technology 93

CX Journey

JUNE 20, 2018

It appeared on their blog on January 16, 2018. When it comes to communicating, your company’s accessibility, availability, responsiveness, courtesy and professionalism, consistent voice, and consistent messaging go a long way toward building strong relationships and delivering a great experience for your customers. With journey maps.

Customer Experience 56

Customer Experience Customer Service 56

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. It's real, and your employees matter!

Customer Experience 89

Customer Experience 89

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization.

VOE 148

VOE VOC CX CEM 148

Totango

NOVEMBER 5, 2021

How many employees support digital engagement at Aruba? MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 62

Customer Journey Map Touchpoint Start-ups Engineering 62

Kerry Bodine

OCTOBER 5, 2015

In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. Everyone loves to talk about how Zappos.com delivers a great customer experience. But Hsieh never lost sight of the experience. Repeat this process with your employees and key partners.

Customer Experience 97

Customer Experience Real Estate Customer Journey Map Finance 97

Kerry Bodine

JUNE 23, 2015

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. In this three-part blog series, I’m answering all of the great audience questions from the webinar. In this post, I’ll tackle several questions about the nitty-gritty details of creating journey maps.

Customer Journey Map 69

Customer Journey Map Legal Finance Start-ups 69

Execs In The Know

OCTOBER 10, 2022

These shifting expectations have paved the way for two unique but often misconstrued customer experience (CX) approaches: omnichannel and multichannel. The lines between omnichannel and multichannel customer experience often blur, and even though the terms are sometimes used interchangeably, they are not the same.

Omnichannel 59

Omnichannel Customer Experience Contact Center E-commerce 59

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. We introduce a new column in our blog - “Experts in the Spotlight” with our first guest, Jim Tincher. State of CX - where are we going?

Text Analytics 109

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 109

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

CX 148

CX Predictive Analytics Touchpoint Customer Experience 148

CX Journey

OCTOBER 1, 2015

Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015. It’s also - rather, especially - true for your customer experience transformation efforts. This is where customer journey mapping plays a huge role.

Touchpoint 68

Touchpoint Customer Journey Map Start-ups Education 68

Doing CX Right

OCTOBER 20, 2020

The reason is that the most reputable brands, like Starbucks, proactively LISTEN to customers and use feedback to deliver personalized experiences that exceed customer expectations. The best in class companies also care about employee views and empowers their staff to deliver customer excellence. Happy employees fuel happy customers.

Gaming 69

Gaming VOE VOC Close the Loop 69

Doing CX Right

JUNE 27, 2020

What are ways to ensure employee happiness so that they deliver customer excellence every day? Transcription shared from Engati’s Business Blog: What role does the employee experience play in relation to fostering a great customer experience? Everything starts with the employees.

Start-ups 52

Start-ups CX Sales Customer Experience 52

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

CX Journey

OCTOBER 8, 2015

Image courtesy of MatsGoldberg Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on May 29, 2015. There are five basic principles that journey maps must adhere to. Once upon a time (and still today), journey maps were created on butcher paper with post-it notes.

Touchpoint 71

Touchpoint Education Start-ups Customer Feedback 71