CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Want to know the secret to customer retention? Personalize the experience for them, as well. Map the customer journey. You can''t improve the experience without first knowing what the experience is. I''ll tell you, but first a story.

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

Touchpoint Dashboard

DECEMBER 24, 2014

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on August 1, 2014. Did you know that the most important and most powerful training tool, the one that’s going to help your employees deliver a great customer experience, is a customer journey map?

Training 61

Training Customer Journeys Tools Employee Experience 61

InMoment XI

MARCH 14, 2023

We’re a value-added distributor with almost 2K engineers globally who work on designing a journey to help our customers get their products to market in a complex supply chain. But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

Customer Guru

APRIL 5, 2018

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 Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. The customer's needs and perspectives do not play a part in this type of thinking.

Company 80

Company Culture Employee Experience Leadership 80

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Traditional education didn’t address customer experience strategy and discipline. Business leaders weren’t asked to think in ways that connected the entire customer journey. Managers weren’t given expectations around how to innovate around the customer experience. It’s all new.

Customer Experience 110

Customer Experience Customer Centricity Competitive Advantage Customers 110

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Touchpoint Dashboard

JANUARY 2, 2015

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on September 4, 2014. Do your employees have a clear line of sight to your customers? Blog customer experience employee experience Journey Map' In […].

Customer Journeys 28

Customer Journeys Tools Employee Experience Customers 28

delighted

JUNE 21, 2019

VoC is fundamental to a strong customer experience program and impacts every step of the customer journey. When the Voice of the Customer comes through in real time, that feedback can change the trajectory of your business. Surveying employees is important too. How VoC future-proofs your business.

Feedback 55

Feedback Net Promoter Score Effort Score Survey 55

Qualtrics

DECEMBER 3, 2019

However, this shift back toward in-store experiences is evidence of the increasing value customers place on great retail experiences , as well as the critical importance of being able to understand and delight customers at every stage of the customer journey. What makes a great holiday shopping experience?

Retail 26

Retail Multi-Channel Loyalty Programs Brands 26

Customer Bliss

SEPTEMBER 14, 2017

First up: define the customer journey. Analyze different customer segments, map out the journey that specific customer goes through. This is experience + data + conversations. Those areas will get more exposed at 100,000 customers. Third up: tie this to employee experience.

Communication 152

Communication Customer Experience Government Customer Journeys 152