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. Change Management.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. There is excellent work being done in Customer Experience, but not enough measurement.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

Journey mapping 96

Journey mapping Customer Experience Best practices B2B 96

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. So, there you have it.

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

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.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

GetFeedback

JANUARY 12, 2020

Customer service is often the “catcher” of customer complaints and a common starting point for CX improvements. Journey mapping as a CX tool. Journey mapping is a hugely important technique for CX professionals. Develop customer journey maps to diagnose and improve experiences.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

Quadient

AUGUST 1, 2022

Creating a Customer-centric Culture: Four Steps to Get Started. At the Experience-driven CCM event, I had the opportunity to explore how Quadient can further solve the challenges that our current and future customers face. A Trusted Partner in Your Customer-centric Transformation Journey. Marissa Feigen.

Customer centricity 105

Customer centricity Journey mapping Banking Consulting 105

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

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

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

360Connext

NOVEMBER 16, 2018

Understanding the customer journey is a key part of it. With the rise in journey mapping popularity, it’s easy to think we’re doing that! Journey Maps are not a one-and-done project. Customers are expecting more, even if the experience you provide is not changing. Get the full agenda here!

Customer effort 120

Customer effort Journey mapping Wait times Customer centricity 120

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

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. So, there you have it.

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. So, there you have it.

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.

Journey mapping 77

Journey mapping Customer emotions Customer centricity Contact Center 77

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management. Engagement Evaluation Best Practices for Customer Success Management .

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

VocalCom

JULY 15, 2019

To identify these moments, it’s essential to create a customer journey map. These maps allow brands to gain a visual understanding of the entire customer experience, anticipate problems that may arrive at each step, and ultimately find solutions proactively. To better understand customers’ feelings.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

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) . Stage 1: Awareness.

Surveys 146

Surveys Journey mapping Feedback B2B 146

ClearAction

DECEMBER 12, 2017

Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! The post Customer Centric Service Design appeared first on ClearAction Customer Experience Consulting.

Customer centricity 54

Customer centricity Feedback Surveys Consulting 54

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. . It’s truly a win-win.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively. CSM Mastermind: Handling High-Risk Customers and Preventing Churn. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization. Start with: What is Customer Experience? 2: CSM Practice. 5: ChurnZero.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

CCNG

OCTOBER 19, 2022

(Accenture, 2018) By industry, supermarket chains provide the best customer experience, while TV and Internet service providers provide the worst. times more likely to have CX efforts in marketing not primarily focused on the path to purchase but on the journey after acquisition. PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ijgolding

SEPTEMBER 29, 2015

Manuela believes that if you give customers ‘your word’ then you better be good at keeping it – and her fiery Italian powered passion has enabled her business to do just that. The positive effect Manuela’s approach to Customer Experience has had on her business is remarkable.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. Over 50% of companies also have a role or team dedicated to journey management or journey analytics. Additionally, many companies are now structuring their organization around customer journeys.

Management 94

Management Journey mapping Analytics Customer centricity 94

PeopleMetrics

MARCH 1, 2017

Responsible, Accountable, Consulted, Informed) grid, so you can ensure that all of the key stakeholders are appropriately involved in and aware of progress. What metrics will we establish to measure the success of this initiative? What is our goal or success measure that we are targeting? This is also a good time to fill out an RACI (i.e.,

Customer centricity 70

Customer centricity Banking Feedback Metrics 70

ClearAction

MAY 28, 2015

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. See the math problem here?

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

ClearAction

NOVEMBER 2, 2017

Customer Experience Handoff Silos are the Heart of Success Lynn Hunsaker. One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies horizontally. 1) Customer-Centric Job Descriptions.

Customer Experience 63

Customer Experience Customer centricity Employee engagement Journey mapping 63

ijgolding

MARCH 20, 2018

We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric. How can you influence customer behaviour and how can you mobilize your organisation to be customer centric?

Journey mapping 61

Journey mapping Customer centricity B2B Multichannel 61

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management. Engagement Evaluation Best Practices for Customer Success Management .

Journey mapping 52

Journey mapping Best practices Upselling Consulting 52

Totango

AUGUST 18, 2022

Completing these steps enables a new customer to start making practical use of your product and its features. Thus, in your customer journey map , onboarding fills in the gap between your customer’s conversion to a premium buyer and their adoption of your product into their daily workflow.

Journey mapping 96

Journey mapping SaaS Upselling Enterprise 96

ClearAction

DECEMBER 31, 2017

We all know from customer journey maps that customer experience is much more than a moment in time. It spans the end-to-end customer life cycle. That’s the universal scope for customer experience strategy. What is Customer Experience Value Creation? (4-point What is Customer-Centricity DNA? (4-point

Customer Experience 79

Customer Experience Journey mapping CRM Customer centricity 79

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. A customer-centric organisation is naturally collaborative, seeing everything from the customers point of view. And they hold businesses back. But the skill set matters very much.

Customer Experience 58

Customer Experience Customer centricity Journey mapping Airlines 58