Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

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. Click here to check out my full interview with Kathy Tobiasen.

Customer Journey Map 71

Customer Journey Map Customer Retention CX Transformation Customer Feedback 71

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." A touchpoint should be seen from customer perspective.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." A touchpoint should be seen from customer perspective.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64