CCNG

OCTOBER 19, 2022

Temkin, 2018) Just 34% of respondents report they have three or more years of experience developing end-to-end journey maps, and 83% report their organization struggles to use customer journey maps to identify and prioritize CX efforts. Oracle, 2011) Customers who had a very good experience are 3.5x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. Do You Know Your Customer Journey Map & the Emotions Overlay? This gives everyone a chance to catch up on our best posts that they may have missed.

Journey mapping 117

Journey mapping Marketing Personalization Surveys 117

CX Journey

MAY 4, 2017

Back in 2011, I started blogging at CX Journey when I was between gigs. And, yes, journey mapping is, and will continue to be, one of those offerings. Thank you to everyone who has been on this journey with me over the last several years. Today is my Day One. Those first months of writing were pretty interesting.

Journey mapping 68

Journey mapping Customer Experience Personalization 68

ijgolding

SEPTEMBER 29, 2015

Diana’s company, recruitment consultancy Nicoll Curtin , saw enough potential in Diana to give her a big break back in 2011. Manuela introduced customer feedback mechanisms; customer journey mapping; employee engagement initiatives – and in almost all cases, she did so through self learning.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Amity

JUNE 8, 2016

Remember how Netflix lost over 800,000 subscribers in a few months when they suddenly raised prices back in 2011? However, one tricky thing about those relationships was that unless carefully managed, any price increase or change to business terms felt like a betrayal to them. Major failure in customer expectations management!

CRM 67

CRM Journey mapping B2C Upselling 67

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 40

Customer Experience Journey mapping Customer centricity Metrics 40

RichCall

SEPTEMBER 13, 2017

In 2011 Gartner predicted that. Customer Journey Maps. Ian Golding suggests that companies need not only to create customer journey maps, but to manage customer journeys. Failure to understand the true role of a customer journey map, is likely to deem the exercise of creating them completely worthless.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64