ClearAction

OCTOBER 21, 2017

Customer Experience Management Prevents Process Silos Lynn Hunsaker. Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It’s the job of customer experience management to drive smooth journeys and maximize value across the life cycle.

Customer Experience Management 67

Customer Experience Management Customer Experience Customer Journey Map Manufacturing 67

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Customer Bliss

APRIL 4, 2018

Determine Customer Growth, Loss, and Retention. Kathy Tobiasen has served in both B2B and B2C roles, and at The Nature’s Bounty Company, a global manufacturer of vitamins and supplements. As VP of Customer Experience, she is responsible for managing and creating good customer experiences from end to end.

B2C 52

B2C CX B2B Customer Journey Map 52

Customer Bliss

MARCH 1, 2019

He walks us through a new approach to customer journey mapping and diagnosing new consumer behaviors. We chat through some of the concepts in Thales’ newly released book, Unlocking the Customer Value Chain , which is a roadmap to understanding how and where digital disruption takes place.

E-commerce 58

E-commerce Healthcare Compliance Customer Journey Map 58

CX Journey

DECEMBER 8, 2015

Throughout the years, Annette has championed the importance of customer journey mapping and executing across key touch points to delight customers. Leaders at Mercedes-Benz USA made a compelling case for why customer experience needed to be improved. Today I'm pleased to share a guest post by Joseph Michelli.

Customer Journey Map 37

Customer Journey Map Manufacturing Sales Customer Feedback 37

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. CX Click To Tweet. Relationships are everything,” she finally notes.

Manufacturing 40

Manufacturing CX B2C Innovation 40

Fonolo

MARCH 17, 2020

Jessica Cryer, CSPN’s VP of Business and Customer Service strategy, explains that to effect change at Hyundai Canada, they took a multifaceted approach with training seminars and workshops, as well as a high-. level customer journey mapping session. “It About CSPN.

Sports 67

Sports Customer Service Voice of the Customer Technology 67

Customer Bliss

JANUARY 18, 2018

Be Deliberate About Crafting the Customer Experience. Kathy is responsible for managing and creating good customer experiences from end to end for The Nature’s Bounty Company, which is a global manufacturer of vitamins and supplements.

Customer Experience 51

Customer Experience Business Administration B2C Manufacturing 51

Intercom, Inc.

MARCH 12, 2020

Or maybe you’re the inside salesperson for a manufacturer, and you hear about a problem one of your customers is having, and you’re able to do something special for them. And there could be multiple journeys: a repeat customer versus a first-time customer, a customer who buys this product versus that product.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

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.

Government 62

Government B2B CXM Customer Experience 62

ClearAction

DECEMBER 16, 2017

Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? Does the answer differ when the business you’re selling to is a manufacturer versus a professional services company? Do Customers Experience Your Internal Collaboration — or Lack of It?

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Kerry Bodine

NOVEMBER 15, 2017

You can find more information about their research my blog post entitled Why You Need To Measure Journeys—Not Just Touchpoints. Customer journey mapping tends to be very expensive. Any suggestions or best practices around a journey mapping “light”?

Customer Journey Map 48

Customer Journey Map Contact Center Touchpoint Start-ups 48

Comm100

DECEMBER 12, 2017

The first step in the framework is to adopt an outside-in mentality where the business is focused on the customer instead of the product, i.e., it’s truly customer-centric. Start off by setting up a customer advisory panel whose responsibility is reaching out to customers. Define Business Processes and Customer Journeys.

Customer Experience 42

Customer Experience Net Promoter Score Non-Profits Start-ups 42