Beyond Philosophy

FEBRUARY 6, 2019

This discussion was predicated by two articles I read from Nunwood and Forrester late last year. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article showcases six ways to create simplicity and make the experience easier, especially when it comes to implementing technology.

Customer Service 167

Customer Service Healthcare Journey mapping Feedback 167

360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. ?. Article] Use SMIRC Goals to Define Customer Experience Outcomes.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

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. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

aircall

MARCH 27, 2017

This article is part two of a series on customer journey mapping. The first article looked at the usefulness of the process for your business. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. Place personas on your map.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

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. Furthermore, customer journey mapping is a good opportunity to search for potential holes in the service chain.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

ClearAction

JANUARY 11, 2015

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded.

Metrics 119

Metrics Customer Experience Management Journey mapping 119

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. B2B journey mapping is more complex.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel.

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

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. Paid search advertising. Social media.

Journey mapping 67

Journey mapping Upselling Metrics Customer retention 67

CX Journey

APRIL 25, 2018

Are you mapping their experiences? 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. The output is not just a “pretty picture;” once the map is developed, it is meant to be a catalyst for change.

Journey mapping 58

Journey mapping Customer centricity Customer Experience Accountability 58

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. This article was adapted from a portion of ChurnZero’s BIG RYG session “ Customer Success as a Profit Center ” presented by Matthew Brown, Director Customer Enablement, Solink.

Metrics 98

Metrics Journey mapping SaaS Sales 98

CSM Magazine

FEBRUARY 6, 2025

Once your roadmap is in action, measure its impact using key metrics such as Net Promoter Score (NPS) , Customer Satisfaction Score (CSAT), and ticket resolution times. By identifying the necessary resources upfront, you can avoid delays and stay on track. Measure, Learn, and Improve Customer service is dynamic.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ShepHyken

MAY 22, 2020

This week we feature an article by Tom Libretto, chief marketing officer at Pegasystems. For example, a quarter or more still rely on customer journey mapping (27%) or micro-segmentation (25%), while almost one in five (19%) still perform arduous A/B testing.

Customer Experience 175

Customer Experience Journey mapping Analytics Banking 175

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) . Best Metric: CSAT. Stage 1: Awareness.

Surveys 146

Surveys Journey mapping Feedback B2B 146

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. So why should you care?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Education Services Group

JUNE 20, 2023

Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. Once the customer hits first value, typically around the three-month mark , they move into the Service stage of the customer journey map.

Journey mapping 52

Journey mapping Government SaaS Self service 52

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. It is important to map the customer journey and identify the possible customer touchpoints.

Customer Support 183

Customer Support Self service Journey mapping Wait times 183

Education Services Group

JULY 5, 2023

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. In our universal customer journey map, Loyalty comes after Service, and it’s not just about renewal. Loyalty – The story continues…forever?

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

Totango

JUNE 24, 2022

The digital nature of SaaS customer experience means that success outcomes are defined primarily in terms of digital, measurable key performance indicators, such as product usage metrics. SaaS technology allows companies to design customer journey maps that standardize success outcomes to be automated for repeatable, scalable results.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ijgolding

APRIL 9, 2020

In my previous article , I discussed how we have reached the limits of what a static journey map can yield in terms of business value. You have invested a considerable amount of time, energy and resources in creating this map, but you have no way of capitalising on all of this investment and making it last and evolve.

Journey mapping 124

Journey mapping CRM Consulting Consulting 124

CX Accelerator

OCTOBER 21, 2019

Not only can you easily track your daily to-do items (which is crucial in a busy CX role), but you can also jot down quick ideas from brainstorming sessions, quickly save and tag articles you find on the internet, save Tweets tagged with a particular hashtag, and even keep your receipts organized for expense reports.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

ClearAction

NOVEMBER 18, 2017

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s because what gets measured gets managed.

Metrics 67

Metrics Customer Experience Journey mapping Customer Care 67

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. Remember: At this stage of the buyer journey there are two things your buyer is unaware of: the solution they’d need to solve their problem and your brand.

Journey mapping 148

Journey mapping Education B2B Sales 148

Totango

APRIL 16, 2021

Knowing the user engagement metrics that matter for your business can help improve your performance. Support metrics. We’ll cover what each of these metrics measure, why they’re important and how to track them. We’ll cover what each of these metrics measure, why they’re important and how to track them. Support Metrics.

Metrics 71

Metrics Journey mapping Accountability Best practices 71

GetFeedback

MARCH 20, 2019

This article offers the secret formula for making the perfect survey online — one that you’ll customers won’t mind taking. Strategically place your online survey in the customer journey map. When you make a survey online, you get the best results when it appears within the right context of your customers’ journey.

Surveys 102

Surveys Journey mapping CRM Personalization 102

CX Accelerator

JANUARY 25, 2019

Let's explore the metrics, processes, and culture capable of fostering both happy customers and happy employees. Metrics I have an easy formula for you. The authors introduce both a methodology and a metric ultimately answering the question "why do people work?" Follow on Twitter - @CustomerIsFirst or LinkedIn.

Journey mapping 140

Journey mapping Metrics Surveys Employee engagement 140

Russel Lolacher

JUNE 15, 2021

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. Denise Lee Yohn wrote a great article in Forbes , highlighting that “a company no longer has a single employee experience; it has thousands of them.”

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Totango

MAY 6, 2022

We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. ” The customer health score simplifies data from multiple data points by combining them into a single metric represented by a numeric score. Common Customer Health Metrics. What Is Customer Health Score?

Best practices 124

Best practices Upselling Metrics Journey mapping 124

ClearAction

NOVEMBER 3, 2015

Journey maps focus on. Metrics focus on. One of our clients was sophisticated in value stream mapping, or process management for smooth flow of information and materials. When our customer experience journey mapping quantified consequences to customers, it became clear that the standard prioritization formula was flawed.

Customer Experience 101

Customer Experience Journey mapping Enterprise Customer retention 101

CX Accelerator

OCTOBER 21, 2019

Not only can you easily track your daily to-do items (which is crucial in a busy CX role), but you can also jot down quick ideas from brainstorming sessions, quickly save and tag articles you find on the internet, save Tweets tagged with a particular hashtag, and even keep your receipts organized for expense reports.

Customer Experience 182

Customer Experience Journey mapping Education Accountability 182

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. Wondering which metric to choose?

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Totango

NOVEMBER 5, 2021

Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer. So, that team is kind of like the architect who designs the journey for the customer. We didn’t use any special tool. TC : Yes, definitely. What’s an auto QBR?

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115

delighted

MAY 4, 2021

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). In this article, we’ll explore their differences and help you understand how to use each for measuring your customer experience.

Metrics 77

Metrics Surveys Feedback Benchmark 77

360Connext

JANUARY 4, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. . Article] Use SMIRC Goals to Define Customer Experience Outcomes.

Journey mapping 72

Journey mapping Customer Experience Education Feedback 72

Lumoa

DECEMBER 18, 2017

Jim is a big fan of customer journey mapping and helps companies of all sizes - from startups to largest corporations to improve customer-focused results. Since I started, customer experience and, specifically, customer journey mapping have become much more popular than before. Did you like the article?

Analytics 102

Analytics Customer Experience Journey mapping Automotive 102