Customer Service Life
MAY 6, 2019
During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. What worked. This added some awkwardness to the exercise. Key Insights.
CX Accelerator
DECEMBER 31, 2018
Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?
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CX Journey
JULY 7, 2015
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. With the maps, you’ve identified things that are going well and those that aren’t.
Steve DiGioia
SEPTEMBER 16, 2016
Using a process like customer journey mapping, companies can clearly show how every role impacts the end customer. We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes.
Eptica
JUNE 12, 2019
Close the loop with employees Be sure to use the feedback to coach and to recognize employees. When employees are coached on the right actions and behaviors, they have the ability to immediately change the customer’s experience, so share the feedback with them. cx - journey. All three of these are closely linked.
Interaction Metrics
NOVEMBER 21, 2024
For example, (depending on the kind of company you are) coaching agents to express statements like these can move the needle on interaction quality significantly: “Thanks for placing an order with us today; all of us at (Company Name) truly appreciate your business!” Offer additional help or follow-up options.
CX Accelerator
JULY 1, 2019
3 Steps to Inclusive CX Step One: Map the customer journey Hubspot offers customer journey map templates, instructions, and insight for CX professionals interested in customer journey mapping. The authors suggest the following structure for the journey map process: Set clear objectives for the map.
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