ShepHyken

JULY 21, 2024

Annette Franz, CX and journey mapping expert, highlights some of the metrics that help you measure the ROI of CX and capture the attention of your organization’s leadership. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 230

Customer Service Journey mapping Customer Care Consulting 230

ShepHyken

JANUARY 18, 2022

Team: Constantly train, evolve and optimize your CX team. How are they trained? Process: Have a living playbook and a CX journey map. Some metrics may even lead to customer neglect. Ask questions like: How are our CX team members hired? How are they retained? How does CX fit with the rest of the organization?

Journey mapping 208

Journey mapping Average Handle Time Feedback Consulting 208

CSM Magazine

FEBRUARY 6, 2025

Milestones should include short-term wins, such as training 100% of support agents on new software within 6 weeks, as well as long-term goals, like achieving a 20% improvement in First Response Time (FRT) within 6 months. Train staff on empathic communication and issue escalation. Remember to build in flexibility.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

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.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. Have we done the team training? Q: How long did your journey mapping project take you?

Journey mapping 72

Journey mapping Sales Best practices Metrics 72

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.

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68

CX Journey

APRIL 25, 2018

Are you mapping their experiences? 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. The output is not just a “pretty picture;” once the map is developed, it is meant to be a catalyst for change.

Journey mapping 58

Journey mapping Customer centricity Customer Experience Accountability 58

ShepHyken

JUNE 19, 2023

My Comment: Annette Franz is a customer experience and journey map expert. NPS, or Net Promoter Score, is a highly effective, yet misunderstood metric that makes sense to keep. For more insights, check out my interview with Fred Reichheld , the man behind this powerful metric, on my Amazing Business Radio podcast.

Customer Service 38

Customer Service Journey mapping Customer centricity Metrics 38

ShepHyken

AUGUST 29, 2016

He talks about the importance of flexibility, the proper use of data, the concept of journey mapping and more. If you want to tip the scales in your favor and produce good customer service results, see what skills , attitude and metrics you should follow. He gets loyalty and he shares several important trends to consider.

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

Customer Service 168

Customer Service Airlines Metrics Journey mapping 168

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Not so much.

Metrics 98

Metrics Journey mapping SaaS Sales 98

CX Accelerator

DECEMBER 31, 2018

You might take some ideas from what they did: All leaders attended Situational Leadership II training. I've attended it as well, and found it to be one of the most practical and useful training programs for developing people.All individual contributors attended Situational Self-Leadership training.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

TeleDirect

DECEMBER 20, 2024

Leverage Technology Investing in the right tools can transform the customer journey: CRM Systems : Enable companies to track and analyze customer interactions, ensuring consistent communication. Understand Your Customers Journey Mapping the customer journey helps identify pain points and areas for improvement.

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62

CX Accelerator

JULY 1, 2019

A store with 5 point harness shopping carts, a sensory room, and staff members trained to recognize families that might need a bit of support as they shopped. At the local YMCA, inclusive design might include a sensory evening including low lighting, trained staff, and small class sizes. Below are the first three steps!

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

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) . Best Metric: CSAT. Stage 1: Awareness.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Education Services Group

JUNE 20, 2023

Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. These are the primary goals for CS during the Service stage of the customer journey. We’ve talked Awareness, Consideration, and Acquisition.

Journey mapping 52

Journey mapping Government SaaS Self service 52

Lumoa

FEBRUARY 9, 2023

including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ClientSuccess

DECEMBER 27, 2022

This means implementing best practices in areas such as product training, initial relationship cadence, and real-time support. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Ensure that there is proactive support throughout the customer journey.

Journey mapping 52

Journey mapping Best practices Feedback Analytics 52

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

ShepHyken

JULY 6, 2020

(CustomerThink) As CX professionals, we spend a lot of time collecting customer information, analyzing survey data, completing journey maps, creating process maps, using measurements to track our progress against established metrics and so on. But too often, they become our only activities in pursuit of this goal.

Customer Service 169

Customer Service Healthcare Journey mapping Feedback 169

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

Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences.

Journey mapping 52

Journey mapping Metrics Customer centricity Customer Experience 52

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. Remember: At this stage of the buyer journey there are two things your buyer is unaware of: the solution they’d need to solve their problem and your brand.

Journey mapping 148

Journey mapping Education B2B Sales 148

Calabrio

MARCH 25, 2025

Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES. Customer journey mapping tools These tools focus on visualizing and analyzing the customer journey across various touchpoints. Agent coaching and performance management tools.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

CX Accelerator

OCTOBER 21, 2019

Having the ability to meet, communicate, screen share, and host training sessions with the click of a button is a game-changer. Whether you need a quick and easy way to bring a customer journey map to life, or you’re looking to build an engaging presentation deck for the C-Suite, Canva can help you do it quickly and professionally.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

Journey mapping 97

Journey mapping Customer Care Education Metrics 97

Lumoa

MARCH 20, 2018

including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose?

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Pointillist

MAY 23, 2018

Handpicked Related Content: Make Your Journey Maps Measurable with Customer Journey Analytics. How to Improve Customer Experience Using Journey Analytics. Journey Mapping. According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

CX Accelerator

OCTOBER 21, 2019

Having the ability to meet, communicate, screen share, and host training sessions with the click of a button is a game-changer. Whether you need a quick and easy way to bring a customer journey map to life, or you’re looking to build an engaging presentation deck for the C-Suite, Canva can help you do it quickly and professionally.

Customer Experience 182

Customer Experience Journey mapping Education Accountability 182

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And, yes, educate everyone.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

ChurnZero

MAY 3, 2022

Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. Customer Experience Metrics Will Improve Your Company’s Performance. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). 3: Winning By Design.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Taylor Reach Group

MARCH 10, 2020

Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand. Hiring in the retail workforce space is tough but they seem to be able to hire and train staff that are able to carry out their brand promise. they aim to improve the client experience in some way.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Education Services Group

MAY 12, 2021

Approach the whole concept and process of journey mapping with an iterative mindset, that way you can continue to revise based on data, customer feedback, and the level of human touch. Do they have product adoption data, CSMs, customer training, and enablement, or necessary technology?

Journey mapping 98

Journey mapping Best practices Education B2B 98

Balto

MARCH 17, 2025

Its not just about tracking basic metrics anymoreits about gaining comprehensive insights that drive strategic decisions. Key Metrics for Measuring Success Tracking the right performance indicators separates thriving call centers from struggling operations. This metric transforms support from cost center to growth driver.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

360Connext

JANUARY 4, 2022

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. . Related Resources: [Interactive Tool] Customer Lifetime Value: Key Metrics Calculator.

Journey mapping 72

Journey mapping Customer Experience Education Feedback 72

ProProfs Blog

MAY 30, 2019

Only by appreciating this will you be able to adapt it to what you would like it to look like, i.e. a journey that maximizes success. You may use journey mapping as a tool to accomplish the goal of customer success. You can train, you can practice, you can instill culture, but some people just have it in them.

Employee engagement 110

Employee engagement Journey mapping Customer Support Feedback 110

Customer Guru

APRIL 5, 2018

Mr. David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014. With the help of various design thinking tools, such as customer journey mapping, he has designed behavioural nudges in organizations to help customers save money.

Customer Experience 92

Customer Experience Customer centricity Journey mapping Banking 92