ClearAction

NOVEMBER 3, 2015

how the customer is doing. how to support customers’ goals. Journey maps focus on. customers’ consequences. all customers. Customer comments are. One of our clients was sophisticated in value stream mapping, or process management for smooth flow of information and materials.

Customer Experience 48

Customer Experience Customer Journeys Policies ROI 48

CloudCherry

JANUARY 21, 2020

The takeaway is clear: Listening to customers helps companies understand and address customer needs. By staying in touch with customer expectations, companies can win more business and reduce trouble spots in the customer journey. VoC leaders also see an uptick in customer and employee engagement metrics.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Gainsight

OCTOBER 30, 2018

Depending on how long your contracts are, you may not realize you have a problem with your customer journey until it’s too late. Mitigate churn risks by paying close attention to your customers’ desired outcomes before and during their use with your product. 2: Churn is scaring away investors. They’re heeeeee-re.

ROI 61

ROI Customer Retention Social Media Roadmap 61

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal. Apply here: [link].

Customer Success 19

Customer Success Touchpoint Case Study Customer Journeys 19

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Leveraging financial and customer data that is now readily available, companies can better correlate and predict ROI and customer (lifetime) value. Will we see something new in CX or will it be more of the same?

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

ClearAction

FEBRUARY 26, 2015

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

SmartKarrot

MARCH 8, 2022

Her diverse yet unique skills include customer life cycle optimization from pre-sales. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Annette Franz is the Founder and CEO of CX Journey Inc. Anika Zubair. Annette Franz.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” Key questions: How can you cultivate a customer focused culture within your company?Who

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

SurveySparrow

MARCH 21, 2023

Here’s how you create a successful ABM campaign: Identify your target accounts that will give high ROI. Develop custom marketing campaigns for each of these target accounts. Here’s how you can make your employees provide the best experience for your prospective customers: Make sure they are always taught to be empathetic to customers.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michel Falcon Experience

NOVEMBER 8, 2015

Will 2016 be the year that you fully commit to improving your customer experience? I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused. time and budget) to always improve your company’s customer experience.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

VDS

MAY 6, 2020

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. Key questions: How can you cultivate a customer-focused culture within your company?

Strategy 52

Strategy Customer Experience Contact Center Return on Investment 52

ClearAction

NOVEMBER 21, 2015

And the idea that we are jointly responsible with another functional area for customers to continue selecting our brand over others is typically an awkward or unwelcome notion. Customer experience journey maps have been instrumental in showing work groups the need for collaboration. Yet these are truths.

Customer Experience 48

Customer Experience Gamification ROI Customer Experience Management 48

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. We speak, blog, write industry articles, consult with clients and develop methodologies and documentation to improve our client’s VoC/CX practices.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Customer Guru

DECEMBER 13, 2017

While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Without a customer-centric vision and leadership, CX initiatives are bound to fail. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ClearAction

MAY 28, 2015

This question became a habit for managers across the company, and changed their decision-making to be customer-focused. Brands will be pushing harder on the customer experience manager to show business results. Related articles: Customer Experience Management Prevents Hassles. Comments are Customer Experience Gold.

Company 48

Company Customer Experience Social Media Customer Journeys 48

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. Trendy Customer Experience Management.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. We’ve written an article on alternatives to word clouds and better ways of visualizing feedback. Tip : Do an internal customer journey map. In conclusion.

Feedback 111

Feedback How To Analysis e-support 111

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. So VoC managers conduct numerous analyses to prove the connection between customer feedback and revenue trends.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

SurveySparrow

SEPTEMBER 20, 2022

We look at some of the best customer success quotes from business legends and seasoned entrepreneurs in this article. 30 customer success quotes for inspiration: 1. Your customer is going to get to vote and talk. When the goal is to keep your customers happy, ensure you pass the message to your employees.

Customer Success 52

Customer Success Airlines Effort Score Net Promoter Score 52

ShepHyken

FEBRUARY 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The do’s and don’ts for creating a customer service knowledge base by TechGenyz. And, isn’t that the point?!

Customer Service 101

Customer Service Self Service Knowledge Base Guidelines 101