Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Using a process like customer journey mapping, companies can clearly show how every role impacts the end customer.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Babelforce

SEPTEMBER 8, 2021

Customer journey mapping is one of those phrases that everyone has heard. Even if you’re not involved in creating journey maps, you probably know the team within your business that is. Likewise, you probably have some notion of what a customer journey map is. What is a Customer Journey map?

Journey mapping 98

Journey mapping Upselling Customer effort Personalization 98

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Beyond Philosophy

APRIL 5, 2017

Seeing that Wells Fargo violated the trust of their customers by their employees opening and moving customers money into their account, they had to accept responsibility. By accepting responsibility, the CEO had to show remorse for the way it didn’t handle their customer accounts responsibly. Business Apologies.

Journey mapping 334

Journey mapping Accountability Banking Consulting 334

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

ShepHyken

OCTOBER 2, 2017

(FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well. The Most Important Rule of Journey Mapping by Annette Franz.

Journey mapping 210

Journey mapping Customer Service Customer centricity Chatbots 210

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 349

Customer Service Customer centricity B2B Government 349

ShepHyken

MARCH 12, 2021

Consider implementing result-oriented tactics like pay-per-click and account-based marketing for quick, effective and sustainable outcomes. Extensive consumer research is a worthwhile investment in this regard as it offers insights into how customers’ goals have changed. Accelerating connectivity through technology.

B2B 385

B2B Journey mapping B2C Telecommunications 385

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone.

B2C 38

B2C Customer Experience B2B Journey mapping 38

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” I think that’s especially true for those of us who work in Customer Experience. Fair enough, but hear me out. The result?

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

Beyond Philosophy

FEBRUARY 20, 2017

And unless you recognize its power, you may make critical mistakes with your customer experience. How This Relates to Your Customer Experience. Most organizations think of customer experience solely in terms of its logical, rational aspects: price, for example, or shipping speed.

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Journey mapping Consulting Consulting Customer Experience 302

Beyond Philosophy

FEBRUARY 3, 2022

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.

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Journey mapping Customer centricity Consulting Consulting 195

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

SEPTEMBER 25, 2017

Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. And linking data points throughout a journey is a step in the right direction. It’s All About Feelings.

Big data 284

Big data Journey mapping Consulting Consulting 284

aircall

MARCH 27, 2017

This article is part two of a series on customer journey mapping. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. Therefore, the approach matters less than the map’s impact. Identify customer touchpoints.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” I think that’s especially true for those of us who work in Customer Experience. Fair enough, but hear me out. The result?

Customer Experience 182

Customer Experience Journey mapping Education Accountability 182

CX Journey

AUGUST 13, 2015

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." Then validate the map with customers , using both quantitative and qualitative research.

Journey mapping 74

Journey mapping Feedback Customer effort Metrics 74

aircall

MARCH 24, 2017

This article is part one of a two-part series on customer journey mapping. Customer journey mapping is a tool to holistically improve your customer experience and your bottom line. The companion article will detail ways to develop a practical and efficient customer journey map.

Journey mapping 75

Journey mapping Customer retention Marketing Advertising 75

ShepHyken

JULY 22, 2016

” Plot Out Customer Journeys. Another crucial part of remodeling your customer service core is to begin using a customer journey map, if you have not already incorporated it into your workflow. When a department is not doing its share, it has negative effects on the entire customer experience.

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Journey mapping Customer Support Feedback Surveys 180

Call Experts

OCTOBER 10, 2019

A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. How helpful was your experience with us? . Get Feedback.

Journey mapping 64

Journey mapping outsourcing Call Center Answering services 64

Clarabridge

NOVEMBER 9, 2016

Customer journey mapping is a hot topic, but many organizations don’t get full value out of their maps. To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. A journey map is just a tool. Ready for more?

Journey mapping 65

Journey mapping Analytics Banking Education 65

CX Journey

APRIL 25, 2018

What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. Those are marketing tools and are too high level for customer experience design. No excuses; they must be there.

Journey mapping 58

Journey mapping Customer centricity Customer Experience Accountability 58

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. they aim to improve the client experience in some way.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Nicereply

JULY 23, 2019

Customer journey map is incredibly useful when it comes to providing companies with deeper insights into customer experiences, but how do you create and leverage it? How a Customer Journey Map drives Customer Feedback. How you’re interacting with customers. So, start there.

Journey mapping 73

Journey mapping Feedback Marketing Surveys 73

Global Response

MARCH 25, 2024

And the best way to do that is to start with a customer journey map. What is customer journey mapping? Customer journey mapping is a visual representation of every experience customers have with you. And it all starts with the customer journey map.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. Q: How long did your journey mapping project take you?

Journey mapping 72

Journey mapping Sales Best practices Metrics 72

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? What a fantastic question! They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Totango

MARCH 12, 2021

A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences.

Journey mapping 67

Journey mapping Upselling Metrics Customer retention 67

Lumoa

AUGUST 3, 2021

As we see the business world shifting towards a more remote and digital landscape, the communication between customers and service employees is playing a more pivotal role in customer experience due to the lack of opportunity for face-to-face interactions. How to transform the experience by looking at customer journeys 1.

Journey mapping 97

Journey mapping Customer Experience Metrics Customer centricity 97

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” I think that’s especially true for those of us who work in Customer Experience. Fair enough, but hear me out. The result?

Customer Experience 140

Customer Experience Journey mapping Education Accountability 140

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

Quadient

JULY 25, 2022

What is Customer Journey Mapping? Customer-centricity has become an essential focus for companies today. One of the challenges to achieving customer-centricity is that departments in most organizations operate in silos. What is a Customer Journey Map? Why is journey mapping important?

Journey mapping 52

Journey mapping Customer centricity Best practices Customer Experience 52

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer. 4) Data Silos.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Trendy Customer Experience Management. Seeing the Full Picture.

Customer Experience 97

Customer Experience B2B Management B2C 97

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107