Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Using a process like customer journey mapping, companies can clearly show how every role impacts the end customer.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

LiveChat

OCTOBER 27, 2016

Your customers’ experience is directly related to your employees’ experience, and with employee engagement levels as low as they are , customer experience is likely to suffer. While low employee engagement is problematic, it’s not exactly surprising.

Employee engagement 71

Employee engagement Best practices Journey mapping Feedback 71

Nicereply

OCTOBER 4, 2022

Empower customer experience and win loyal customers. The customer experience (CX) is arguably one of the most vital functions of your business. The overall customer experience you create is subjective. Do want to create a consistently excellent customer experience? Software Tools.

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59

Beyond Philosophy

DECEMBER 4, 2014

In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience. Creating a Customer-Focused Process.

Journey mapping 384

Journey mapping Customer centricity Employee engagement Customer Experience 384

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 88

Customer Experience Metrics Feedback Analytics 88

Interaction Metrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! What Are Customer Experience Research Firms?

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

customer sure

DECEMBER 6, 2023

Customer experience has increasingly become a key differentiator that can make or break a business. Done right, a customer experience programme can deliver astronomical business advantages, propelling a company to new heights. When you think about it, customer experience opportunities truly are everywhere.

Customer Experience 62

Customer Experience Brand ambassadors Healthcare Journey mapping 62

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. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Customer Experience 93

Customer Experience Journey mapping Surveys Feedback 93

CSM Practice

MARCH 9, 2021

Knowing your customers better than anyone else is the key to identifying moments that matter with your customers and delivering a WOW customer experience that keeps your customers coming back. In this Chat & Learn episode, we featured the customer success team of Glint. How does the scalable model work?

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Collaboration like this across your entire company is what’s needed to win customer experience championships. Collaboration like this across your entire company is what’s needed to win customer experience championships. Lynn Hunsaker. It’s 360-degree collaboration.

Customer Experience 89

Customer Experience Employee engagement Journey mapping Coaching 89

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. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. These same organizations would be wise to listen to their employees as well. And guess what?

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

Customer Experience 114

Customer Experience Journey mapping Education Feedback 114

ClearAction

DECEMBER 31, 2017

What is Customer Experience Strategy? Is “customer experience strategy” like the Wheel of Fortune spinner? As such, for instance, it’s a misnomer to claim that digital marketing is customer experience strategy. It spans the end-to-end customer life cycle. Lynn Hunsaker.

Customer Experience 79

Customer Experience Journey mapping CRM Customer centricity 79

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. 2) Macro Customer Experience Action.

Customer Experience 117

Customer Experience Employee engagement Journey mapping Surveys 117

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? What’s holding organizations back?

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

CX Journey

MAY 29, 2018

It was a lively discussion to kickoff the day, as we talked about customer experience, journey mapping, digital transformation, print, and, of course, fax machines! At the same time, we talked about technology's impact on employee engagement and culture change.

Customer Experience 50

Customer Experience Journey mapping Government Customer centricity 50

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.

Customer Experience 63

Customer Experience Customer centricity Employee engagement Journey mapping 63

Call Experts

JANUARY 29, 2020

Often, companies use analytics and dashboards to optimize programs, create custom reports, understand team workflows, analyze different trends, and keep the team focussed and happy. With all of these items to monitor, it’s easy to forget to prioritize your customer’s journey. . How can you monitor your customer experience?

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Satrix Solutions

JUNE 11, 2018

Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales understand the value drivers that resonate most with customers and it can help Product Development prioritize roadmap initiatives.

Customer Experience 60

Customer Experience Journey mapping Education Customer retention 60

CX Journey

MAY 24, 2017

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! The customer experience is everyone's job.

Customer Experience 61

Customer Experience Journey mapping Employee engagement Feedback 61

CX Journey

MARCH 24, 2015

customer experience customer service employee experience journey map' To view the webinar, visit Intradiem''s webinar page. You don''t build a business - you build people. And then people build the business. Zig Ziglar.

Journey mapping 62

Journey mapping Customer Experience Employee engagement Customer Service 62

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Task: Identify a “gap” in the customer experience journey.

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

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. That’s why customer experience metric silos mask momentum as either an understatement or an overstatement of reality.

Metrics 67

Metrics Customer Experience Journey mapping Customer Care 67

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

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.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Talkdesk

APRIL 30, 2019

It’s one of those buzzworthy terms that marketers love (I’m a marketer, so I can say that) and that customers don’t fully understand but pretend they do—mainly because it sounds like something that will probably, somehow benefit them. Customer experience vs. customer journey.

Journey mapping 67

Journey mapping Employee engagement Marketing Sales 67

ClearAction

JANUARY 28, 2015

Exploring the Elusive ROI of Customer Experience Management. It relies heavily on people and processes: centering both employees and our business proactively on customers' well-being. Quick wins for near-term ROI increases are typical when setting out to manage customer experience formally.

Customer Experience 89

Customer Experience Management Journey mapping Employee engagement 89

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60