Customer Bliss

OCTOBER 17, 2018

He started by methodically gathering customer feedback that he could share with the C-Suite. While gauging her CEO’s expectations, Isabella also ensured that her CEO understood that the CX transformation would not be a one year job — but he was patient and gave her the time she needed.

CX 52

CX CX Transformation Gaming Start-ups 52

Customers That Stick

NOVEMBER 10, 2014

Note: For another perspective, check out our post Customer Before Employee, Employee Over Customer.). 5 Reasons Why Customer Feedback Matters More Than Ever - The best way to understand the customer’s perception is to ask them. - This article explains why the answer needs to be both. Someone Was Listening.

Omnichannel 147

Omnichannel Construction CX Transformation Customer Service 147

Customer Bliss

JANUARY 12, 2018

From seeing how parcel was delivered, to listening on customer contact calls, speaking to postal staff and drivers – Christine and this cross-function team were able to better understand and decide priorities based on observation and customer feedback. . Bind Your Team Together.

Customer Experience 66

Customer Experience Finance CX Transformation CX 66

CX Journey

AUGUST 13, 2015

We also need to make sure we capture what the customer is thinking and feeling, and he is the only one that can tell us that. The map is a catalyst for your CX transformation – and identifying those points is critical to doing that. You can even add metrics, e.g., customer effort score, to a touchpoint, which is my fourth point.

Touchpoint 74

Touchpoint Customer Journey Map CX Transformation Voice of the Customer 74

Lumoa

MAY 19, 2020

Without a CX strategy, Hart says that CX professionals often chase one customer fire after another. “A A CX strategy brings order to this chaos by introducing purposeful planning,” Hart continues. Address the difference between customer expectations and what you actually provide.

CX 103

CX CX Transformation Customer Experience Start-ups 103

ClearAction

MAY 18, 2017

Investment in VoC can be staggering: several full-time employees to manage it all, subscription to a customer feedback management system for several hundred thousand dollars, analytics subscriptions (text, voice, predictive, social media, loyalty driver uplift, etc.), and continuing VoC education (certifications, conferences, etc.).

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

PeopleMetrics

NOVEMBER 1, 2022

Why does customer experience in banking matter? Improving your bank’s CX is necessary for staying competitive, as reports show that 70% of financial service companies are investing in CX transformation. The CX team could then present this specific scenario to leadership and explain how CX strategies drove the solution.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

Customer Bliss

DECEMBER 14, 2018

It was extremely important for her to be able to speak on behalf of the customer and partners, so she could understand what was and wasn’t working, and communicate that back to her team. You need to understand the culture in which your business is operating and how customers and business partners receive you.

CX 48

CX CX Transformation Voice of the Customer Engineering 48

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Customer Bliss

MARCH 8, 2018

She mentioned that this process helped make the C-Suite more aware of what type of work was happening on the front line; they also had feedback about how things could be changed. The product team and marketing department were also positively affected by the CX transformation.

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX So, what should we expect in the nearest future?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Lumoa

MAY 21, 2018

In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights. Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities".

Customer Experience 130

Customer Experience Invoicing Finance Net Promoter Score 130

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Beyond Philosophy

DECEMBER 16, 2021

I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. So, we invited Hussein Dajani, General Manager – Digital and CX Transformation, Nissan Motor Company , to be our guest on a recent podcast.

Artificial Intelligence 78

Artificial Intelligence Sales CX Transformation CX 78

Lumoa

MAY 21, 2018

In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights. Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities".

Customer Experience 64

Customer Experience Invoicing Finance Net Promoter Score 64

Customer Bliss

SEPTEMBER 13, 2018

Kathy has mapped three different journeys to better understand how customer onboarding, win-back strategies, and loyalty programs impact the business and the customer’s journey. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs.

Customer Journey Map 71

Customer Journey Map Customer Retention CX Transformation Customer Feedback 71

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Qualtrics

FEBRUARY 21, 2020

In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX) transformation a strategic priority. Originally published on Forbes.

Customer Experience 36

Customer Experience Contact Center Customer Journey Map CX Transformation 36

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. Jaakko Männistö – Head Coach at CX Academy. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132