ClearAction

JULY 23, 2023

Reference, loyalty and experiential marketing managers have programs underway to collect case studies and references, drive repeat purchases, and engage customers in advocating your brand. They may have customer stories useful for customer journey maps. Facilitators of CX Excellence 4.

Government 62

Government B2B CXM Customer Experience 62

Customer Bliss

JUNE 20, 2019

In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. Bob and I discuss his role and the work that he had to do as a CX leader stepping into a position without a CX team in place.

Non-Profits 51

Non-Profits CRM Customer Journey Map Gaming 51

ClearAction

DECEMBER 16, 2017

Collaboration like this across your entire company is what’s needed to win customer experience championships. The trophy is sustained growth in all of the following: revenue, profit, market share, share of wallet, customer lifetime value, organizational nimbleness and capabilities.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Comm100

SEPTEMBER 10, 2018

What is friction when it comes to customer experience in live chat? According to a survey by eConsultancy , live chat is the preferred service channel for customer service. This, in part, is because ideal CX is all about instant answers and a friendly human that replies without wasting the customer’s time.

Customer Service 45

Customer Service B2C Non-Profits Customer Journey Map 45

Comm100

DECEMBER 12, 2017

Companies can no longer rely on having satisfied customers to ensure that they stay in business. Customers expect exemplary service, and offering anything less will turn them away. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. Define Quantifiable Objectives.

Customer Experience 43

Customer Experience Net Promoter Score Non-Profits Start-ups 43

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.

Customer Service 40

Customer Service Social Media AI Customer Journey Map 40