CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

Russel Lolacher

JUNE 15, 2021

“Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh. I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Click here to enlarge map) . There are dozens of possibilities. Stage 1: Awareness.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CX Accelerator

JANUARY 25, 2019

The first step is to have a measure of the employee experience…one that will give us the ability to show the true correlation between EX and CX. While it may take time to change the culture, this is an established path to improving both the employee and the customer experience. Follow on Twitter - @CustomerIsFirst or LinkedIn.

Journey mapping 140

Journey mapping Metrics Surveys Employee engagement 140

ClearAction

AUGUST 29, 2015

Engaging employees in cross-functional customer experience action on an ongoing basis is seldom seen, at least in a systematic and systemic way, especially among non-customer-facing groups. Related articles: Are You a Customer Experience Action Hero? Employee Engagement: Living Your Brand Promise.

Customer Experience 117

Customer Experience Employee engagement Journey mapping Surveys 117

CX Journey

MARCH 31, 2015

Confused by some of the employee experience lingo you''re hearing? We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions.

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. by David Cooperstein C.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

ClearAction

JANUARY 28, 2015

Analysis Paralysis : Voice of the customer, journey mapping, and customer touch-point analysis may be making a dent in how we understand our customers' realities, but unless they're launched with intent to transform the way we deliver customer experiences, it's still just an investment, not a return.

Customer Experience 89

Customer Experience Management Journey mapping Employee engagement 89

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

ClearAction

DECEMBER 31, 2017

We all know from customer journey maps that customer experience is much more than a moment in time. You want to expand employee engagement in your customer experience management techniques. Other articles in this 12-part series: Customer-Centered Business: 10 Keys to Organic Growth (introduction).

Customer Experience 79

Customer Experience Journey mapping CRM Customer centricity 79

ClearAction

NOVEMBER 2, 2017

One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. 6) Customer-Centric Employee Engagement. Engage employees in improving and innovating customer experience. Customers experience our companies horizontally.

Customer Experience 63

Customer Experience Customer centricity Employee engagement Journey mapping 63

ClearAction

SEPTEMBER 16, 2016

Focus on survey scores rather than customer survey verbatims, journey maps focused on a touchpoint, and other common practices obscure an accurate big picture of the end-to-end customer life cycle. This article was originally published on CustomerThink.com: 10 Silos Impact Customer Experience. 7) Assumption Silos.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

ClearAction

MARCH 23, 2015

Don't create busy-work for employees for the sake of “engaging” them. Instead, make sure employee engagement contributes to CX excellence in terms of making improvements and using creativity for novel ways to increase mutual value for the company and customers. Customer Journey Mapping: Do This, Not That.

Government 86

Government Customer Experience Journey mapping Construction 86

Nicereply

OCTOBER 4, 2022

Empowered employees create a great customer experience because they are more engaged. Leadership expert Joseph Folkman measured empowerment and employee engagement in a group of 7,000 employees. Employee satisfaction and employee engagement surveys are a fantastic way to measure how happy your employees are.

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59

Customer Guru

DECEMBER 13, 2017

In her latest Forbes article, Blake Morgan – a leading CX authority – discusses the five trends that will shape CX in 2018. The best way to achieve this is to build a Customer Journey Map (CJM). Without a customer-centric vision and leadership, CX initiatives are bound to fail. ” It is an irrefutable ask!

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

CX Journey

JULY 10, 2014

Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus.

Big data 71

Big data Customer Experience Journey mapping Benchmark 71

ClearAction

NOVEMBER 18, 2017

And the need for cross-functional harmony becomes obvious when you look at a customer experience journey map. Display the connections between customer sentiment and the percentage of teams engaged in moving the needle for customer care-abouts. This is a metric silo (mis-match) that’s a show-stopper in the big scheme of things.

Metrics 67

Metrics Customer Experience Journey mapping Customer Care 67

Lumoa

JANUARY 19, 2023

In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. 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. Identify the Company’s Goals 2.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. by David Cooperstein C.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

CSM Magazine

JULY 7, 2022

In addition to reducing interdepartmental barriers, curbing overspending on unnecessary technology solutions, and unlocking key insights into customer loyalty and employee engagement, it can drive results and accelerate business growth. Your CX has minimal channel offerings and has limited access to customer and employee data.

Journey mapping 59

Journey mapping Employee engagement Feedback Metrics 59

ClearAction

NOVEMBER 21, 2015

Customer experience journey maps have been instrumental in showing work groups the need for collaboration. Studying the customer life cycle from the customer's viewpoint is eye-opening, especially when the research covers the end-to-end journey / cycle. Related articles: Customer Experience Improvement is a Team Sport.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

CSM Magazine

FEBRUARY 29, 2024

Recently, a colleague of mine at Sabio pointed me in the direction of an interesting article that was published in the Daily Telegraph entitled ‘Why Aren’t We Being Served?’. There are a few key focus areas: Redouble employee engagement and training. But what can organisations do to reverse this negative trend?

Journey mapping 52

Journey mapping Banking Self service Customer advocacy 52

CX Journey

FEBRUARY 7, 2019

There are more ways to gain customer insights, which I will share in upcoming articles. It needs to happen before journey mapping activities begin, as maps are created from persona documents. Hubspot shares a great article about “7 Companies That Totally ‘Get’ Their Buyer Personas.” Constructed for every customer.

Journey mapping 43

Journey mapping Revenue potential Construction Customer centricity 43

Lumoa

APRIL 28, 2024

In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? Qualtrics offers extensive integration features allowing data to be gathered from various systems and platforms such as CRM systems, web and feedback tools, employee engagement systems and more.

Feedback 78

Feedback Consulting Consulting Enterprise 78

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Branch Mesenger

SEPTEMBER 4, 2018

According to a recent article, there's at least three big benefits: Remain mentally focused and sharp. Jim founded his company to help brands increase customer engagement. He has led customer engagement initiatives at Best Buy, Gallup, and UnitedHealth Group. His customer journey maps help customers understand customer loyalty.

Journey mapping 48

Journey mapping Sales Employee engagement Education 48

Global Response

MARCH 27, 2023

In this article, our team of experts outlines the four key attributes of good—and great—customer service, and the key tactics and strategic insights to know as you implement them at your organization. And employee engagement is critical to guest engagement. How can brands deliver great service in today’s world?

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Interaction Metrics

MARCH 20, 2025

They arm teams with AI-driven insights, automate fixes for common hiccups, and map journeys so seamlessly, that customers forget that the experience is being managed. Thats why we didnt just list “the most popular” tools in this article. Why Would You Need CX Software? No more Oops, we missed that email!just

Enterprise 62

Enterprise Surveys Analytics Feedback 62

The Petrova Experience

DECEMBER 14, 2021

Although the Forbes article title “ Better.com CEO—Who Fired 900 Workers On Zoom Call—Taking Leave ‘Effective Immediately’ ” says it all, the real news comes at the end. Providing choices is the most empowering thing a brand can do for its employees and customers. It is also good for business.

Real estate 40

Real estate Journey mapping Employee engagement Personalization 40

Russel Lolacher

OCTOBER 10, 2022

Forbes article. BBC article. No, HR is not journey mapping the employee experience the way we do with CX. Because when you’re creating a persona and journey map and you’re developing things for people, you’ve got to have that in your mindset. WORKING FROM HOME. PLAY AND SUBSCRIBE.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

RapportBoost

DECEMBER 10, 2018

From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. I think it might be interesting to me, talking about employee engagement a little bit. Tony: Absolutely. Any other memorable keystone?

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Verint

FEBRUARY 15, 2018

In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter. If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them.

Contact Center 26

Contact Center Average Handle Time First call resolution Customer Service 26

SmartKarrot

JULY 26, 2021

This article attempts to answer some of the most frequently asked questions on customer experience. CX is based on the different interactions that the customers have throughout their journey. According to research, a more engaged workforce may be the path to a better customer experience. What is customer journey mapping?

Customer Experience 11

Customer Experience Journey mapping SaaS Employee engagement 11

Answer Dash

APRIL 16, 2019

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76

ClearAction

AUGUST 13, 2019

This simplifies employees’ daily decisions in alignment with corporate strategy. Customer goals are a universal rallying point for employee engagement and for cross-organizational coordination and collaboration. Core Customers Clarity. It’s the key to outperforming your industry in sustaining accelerated growth.

Customer Experience 48

Customer Experience Enterprise Journey mapping Customer centricity 48