ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response.

Customer Service 223

Customer Service Journey mapping Customer Care Consulting 223

CX Journey

APRIL 4, 2018

Are journey maps a waste of time, or can you really use them to drive CX change? Done right, you can drive real CX change with your journey maps! Done right, you can drive real CX change with your journey maps! Customer experience is a journey. Only you hold the map.

Journey mapping 63

Journey mapping Customer emotions Customer Experience 63

ShepHyken

NOVEMBER 21, 2023

This is an excellent way to use a Journey Map. Look at every interaction point a customer has with your organization and ask, “Is there a way to make it better?” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Airlines 229

Airlines Journey mapping Morale Customer Service 229

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. Employee Experience.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

CX Journey

APRIL 25, 2018

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. Those are marketing tools and are too high level for customer experience design.

Journey mapping 58

Journey mapping Customer centricity Customer Experience Accountability 58

CX Journey

NOVEMBER 21, 2018

Did you know that journey maps are more than a tool? I've written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping 6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is just a tool.

Journey mapping 42

Journey mapping Education Metrics Customer Experience 42

Clarabridge

OCTOBER 22, 2015

Customer journey mapping is more than just a trend. Businesses are becoming increasingly aware that an “outside-in” approach to understanding customer needs, wants, and feelings is critical for improving the overall experience. What is a customer journey map? Why map the customer journey?

Journey mapping 75

Journey mapping Customer centricity Enterprise Surveys 75

360Connext

MAY 3, 2022

Customer experience leaders spend a lot of time looking at what’s happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers. Operational data shows leaders how customers behaved last week, last month, and last year.

Journey mapping 72

Journey mapping Customer Experience B2C Best practices 72

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. Here are my top five picks from last week.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

CX Journey

JUNE 7, 2016

How are your journey mapping efforts coming along? You are mapping, aren't you? (If And you're following all of the key principles of mapping while you're doing it, right? Your maps tell the customer story accurately? Let's focus on your journey mapping workshops. And they're actionable?

Journey mapping 38

Journey mapping Customer Experience Personalization 38

360Connext

FEBRUARY 9, 2018

Until you can truly walk in your customers’ shoes and feel what they feel when they encounter every touchpoint, you’ll never know how these small but powerful interactions translate to the customers, and the worst ones are often invisible from the inside. Do you have a customer journey map?

Journey mapping 105

Journey mapping Consulting Consulting Marketing 105

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

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Enterprise 62

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Customer Service 185

Customer Service Advertising B2C Big data 185

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Journey mapping Customer centricity Best practices 77

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Arrange action planning workshops for originating departments. Customer Journey Mapping — resolve to drive collaboration. Let customers give you feedback how and when they want.

Customer Experience 81

Customer Experience Journey mapping Consulting Consulting 81

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. Here are my top five picks from last week.

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

ChurnZero

MARCH 22, 2023

There are three foundational areas of CS where I see teams miss the mark: customer segmentation, journey mapping, and team structure design. Both the customer experience and cost control are key parts of a solid success program. Choose the one that has the biggest impact on your customer experience.

Journey mapping 97

Journey mapping Finance Benchmark Enterprise 97

Call Center Weekly

JANUARY 10, 2018

How does the SaaS customer experience differ from traditional business models? Any customer experience has some of the same steps in the journey. The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

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

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

Interaction Metrics

FEBRUARY 1, 2021

Those of us who work in B2B CX know how different this discipline is from consumer-facing / retail Customer Experience. To solve for this, I’ve started our own Zoom roundtable workshops to be held the first Thursday of each month. Knowing how distant nodes on the journey map are doing can be nearly impossible.

B2B 48

B2B Customer Experience Journey mapping Surveys 48

360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 133

Customer Experience Sales Journey mapping Metrics 133

CSM Practice

AUGUST 7, 2020

This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

Journey mapping 81

Journey mapping Morale SaaS Education 81

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives. Conducting internal workshops.

Customer Experience 119

Customer Experience Morale Journey mapping Customer centricity 119

ClearAction

OCTOBER 21, 2017

Customer Experience Management Prevents Process Silos Lynn Hunsaker. 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.

Customer Experience 67

Customer Experience Management Journey mapping Engineering 67

SmartKarrot

MAY 6, 2022

The only workaround solution for this situation is using customer journey mapping. Don’t know about customer journey mapping? This blog will answer all your questions about customer journey mapping. We will define it and will also answer the 10 FAQs about customer journey mapping.

Journey mapping 10

Journey mapping B2B B2C Healthcare 10

360Connext

AUGUST 9, 2017

” So this poor soul – the man or woman who has done such a good job that their reward is more responsibility and an exciting challenge – is asked to create a customer experience strategy out of thin air. They begin to see this customer experience thing as more than what they originally thought it was.

Journey mapping 92

Journey mapping Airlines Customer Experience Technology 92

ClearAction

DECEMBER 27, 2017

Do Customers Experience Your Internal Collaboration — or Lack of It? “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

ChurnZero

MARCH 22, 2023

There are three foundational areas of CS where I see teams miss the mark: customer segmentation, journey mapping, and team structure design. Both the customer experience and cost control are key parts of a solid success program. Choose the one that has the biggest impact on your customer experience.

Journey mapping 59

Journey mapping Finance Benchmark Enterprise 59

CSM Practice

AUGUST 7, 2020

This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams. The customer journey maps allow customer success managers to feel that they can lead the customer during their journey and become more proactive.

Journey mapping 52

Journey mapping Morale SaaS Education 52

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. Then say it.

Customer Experience 78

Customer Experience Journey mapping Customer centricity Management 78

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. What is the employee experience? If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Keeping customers satisfied is more than just a nice to have. Can CSAT improve customer experience? . Customer journey mapping and CSAT scores: a satisfying match.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Anexa BPO

NOVEMBER 6, 2022

The theme of this year’s EXPO RC was “Innovation and Digital Transformation,” and the event featured a wide range of workshops, seminars, and panel discussions on topics such as artificial intelligence, chatbots, and customer experience management.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71