Consulting Journey mapping Metrics Workshop 
ShepHyken
JULY 21, 2024
The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Leadership wants to see the numbers before they make an investment.
GetFeedback
AUGUST 14, 2019
Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. It’s truly a win-win.
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Interaction Metrics
MAY 16, 2024
Interaction Metrics is a customer experience research firm. Our methods include workshops, customer service evaluations, and a wide range of surveys. Phase #2: Next, we build a detailed research plan with questions, logic gating, probes, metrics, and more. Read about this and register for a consulting session here.
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. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!
ClearAction
OCTOBER 21, 2017
Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It’s the job of customer experience management to drive smooth journeys and maximize value across the life cycle. Use your customer life cycle journey map to overcome nearsightedness.
GetFeedback
JULY 19, 2019
But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. This means knowing where there may be friction in the journey, and how to ask about that to get the best results. Create your VoC feedback mosaic.
ClearAction
DECEMBER 27, 2017
” The Power of Workshops. They taped and edited the interviews and showed them to groups of cross-discipline employees in workshops. They viewed these workshops as a pivot point to rise above preconceived notions of clients and the bank and employee roles. ” Strategic Focus. ” CEO-Driven.
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