Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts?

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

SurveySensum

JANUARY 20, 2021

How should you kick off a VOC program? They are skilled in acquiring customers but they struggle a lot in retaining those customers. For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche? How to set an objective for your VOC program?

VOC 52

VOC Sentiment Analysis B2C Social Media 52

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Experience Investigators

JANUARY 10, 2023

Overall, customer experience is no longer just talk at your organization. Customer experience (CX) is seen as not just a department or idea, but the WAY you do business. . As a CX leader, you were able to establish a strong foundation for success in the first few months of the year. How did this happen?

Customer Journey Map 52

Customer Journey Map Customer Experience Close the Loop CX 52

Confirmit

JULY 24, 2018

Understanding those customer journeys is an extremely important part of any Customer Experience (CX) strategy. Journey maps serve as a diagnostic tool. They are an objective view of the experience your company is currently delivering to your customers. Voice of the Customer Factsheets.

Customer Journey Map 40

Customer Journey Map CX VOC Touchpoint 40

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. Yes, it's powerful to compare and contrast internal thinking with external thinking, but if time and effort are at a premium, why not go directly to THE expert on the matter: customers?

Customer Journey Map 96

Customer Journey Map Customer Experience Voice of the Customer VOC 96

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

ClearAction

FEBRUARY 26, 2015

How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Customer journey maps are a means to an end, not an end in themselves.

Customer Journey Map 109

Customer Journey Map Customer Experience Non-Profits Voice of the Customer 109

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. Yes, it’s powerful to compare and contrast internal thinking with external thinking, but if time and effort are at a premium, why not go directly to THE expert on the matter: customers?

Customer Journey Map 77

Customer Journey Map Customer Experience VOC Voice of the Customer 77

Experience Investigators

AUGUST 9, 2022

That’s why CX leaders must do everything they can to be proactive about their customer experience strategy. Reactivity ruins customer experience. Three Reactive Realities for CX Programs — and Proactive Paths to Pursue. Customer experience goals are loose and ill-defined. .” And if not?

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

Experience Investigators

MARCH 8, 2021

To get the most out of a customer experience learning path for your employees, it’s great to start with the basics and get the foundation right. That means ideally having some foundational pieces in place, like your CX Mission Statement and your CX Success Statement. . Path 1: Customer Experience 101. Customer Feedback.

Customer Experience 98

Customer Experience Customer Journey Map Education Artificial Intelligence 98

Qualtrics

MAY 30, 2019

Improving your customer experience (CX) could have a major impact on your bottom line. In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the Temkin Group. Utilize Customer Journey Mapping.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

Experience Investigators

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. If you don’t have a journey map, now is a terrific time to create one. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these.

Customer Journey Map 136

Customer Journey Map Start-ups Touchpoint Social Media 136

ClearAction

JUNE 18, 2016

Source: ClearAction ” target=”_blank”>Business-to-Business Customer Experience Management Best Practices Study. Why are we “content” that our voice-of-the-customer (VoC) reflects a fraction of what really happens in our customers’ decision-making? One size does not fit all.

Customer Experience Management 54

Customer Experience Management VOC B2B Customer Experience 54

CX Journey

OCTOBER 7, 2014

Image courtesy of Unsplash Designing a VoC program can be daunting. If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Where do you begin?

VOC 65

VOC Customer Journey Map Touchpoint Government 65

Confirmit

JULY 23, 2017

Last week, I had the pleasure of joining 50 CX professionals at our seminar “Next big thing in measurement and metrics: Harness the power of CX innovations” We were very lucky to have this event hosted by our client, Be The Match , in their state of the art offices in Minneapolis.

Innovation 40

Innovation CX Net Promoter Score NPS 40

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

Confirmit

MARCH 19, 2018

Last week I joined several of the Confirmit team at a new event organized by our friends at Engage Customer. From the presentations and the conversations that took place at the event, it certainly seems to be the case that CX has hit the marketing agenda in a big way. Just the place for Confirmit, then!

Customer Experience 40

Customer Experience Customer Journey Map VOC Voice of the Customer 40

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. 10) Start seeing your customer experience index as a lagging indicator. 13) Stop obsessing about customer journey maps.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ClearAction

DECEMBER 31, 2015

State of Business-to-Business Customer Experience Management. “What’s missing is the middle: what is the supplier company doing with the customers’ precious investments in voice-of-the-customer to make things so nice that customers want to be engaged? It’s unlikely that loyalty (i.e.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

ClearAction

DECEMBER 31, 2016

Customer Journey Mapping — resolve to drive collaboration. For each journey phase/step, identify consequences to customers when things go right or wrong. Voice of the Customer — resolve to drive action company-wide. Let customers give you feedback how and when they want.

Customer Experience 81

Customer Experience Customer Journey Map VOC Voice of the Customer 81

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

CX Journey

JUNE 22, 2017

They become the backbone of your customer experience management efforts. Why do you need a customer journey map? Journey maps provide clarity for the entire organization, helping to provide that clear line of sight to customers and ensuring that each employee understands how he impacts the customer experience.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

ClearAction

DECEMBER 16, 2017

Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc., your company’s customer experience will always be fundamentally robust or risk-prone depending on the degree of collaboration in-play across all functional areas, lines of business, and geographies. 2nd Prerequisite: Make it Obvious for Every Role.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

CX Journey

JULY 10, 2014

Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus. What is the right data?

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

SurveySensum

FEBRUARY 10, 2022

Identify the high impact journey. Design your CX program. Depending on the size or stage of your organization, the CXO, CMO, CPO, or CCO (whoever is leading the CX initiatives) will call for an executive meeting to involve other stakeholders together along with the CEO. Design your CX program. Engage with the detractors.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

Identify the high impact journey. Design your CX program. Depending on the size or stage of your organization, the CXO, CMO, CPO, or CCO (whoever is leading the CX initiatives) will call for an executive meeting to involve other stakeholders together along with the CEO. Design your CX program. Engage with the detractors.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52