ECXO

AUGUST 12, 2024

All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays a crucial role in determining their adoption rates and the overall experience they deliver to users. Simplicity often translates to higher engagement and satisfaction.

User Experience 388

User Experience Case Study Financial e-support 388

Blake Morgan

MARCH 5, 2024

                                             Exceptional customer experience (CX) isn’t just for B2C companies anymore. Surbhi Kaul, Vice President of Global Customer Experience at Juniper Networks, exemplifies this shift.

B2C 52

B2C B2B Exceptional Customer Service Touchpoint 52

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. The best organizations spend plenty of time considering how to deliver exceptional experiences. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. Micromap a customer task and outcome.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

DECEMBER 17, 2019

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! 10: Improving B2B Customer Experience: Is It More Personal Than B2C? So what can we do? #7:

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? B2B vs. B2C conversion.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Hello Customer

APRIL 5, 2023

Be it because of slow webshops, complex sign-up processes, or endless communication loops with customer service, no matter how many hoops you jump through, you just can’t get things done. Today customers expect to have easy and seamless experiences with brands. If you’ve already made a customer journey map, great!

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 319

B2B Strategy Customer Experience Customer Journeys 319

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. 1: map your customer journey.

ROI 309

ROI How To Touchpoint Hotels 309

Experience Investigators by 360Connext

MAY 20, 2015

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Unhappy customers will harm your brand. YOU DON’T.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

ECXO

JULY 8, 2024

Enhancing Tech Adoption through Exceptional Design Introduction Originally posted at: [link] In the rapidly evolving landscape of technology, digital product design has emerged as a critical factor influencing adoption rates and overall customer experience. However, perceptions of ease of adoption vary among individuals.

e-support 156

e-support Financial Case Study User Experience 156

SurveySparrow

FEBRUARY 9, 2024

Every customer who comes to you has a unique story that influences their journey and impacts their purchase decision. For some, it could be the desire to find an alternative or enhance an already existing experience. Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible?

Customer Journeys 52

Customer Journeys Marketing Social Media Brands 52

Optimove

OCTOBER 26, 2023

Why it matters: Without the harmonious operation of a Customer Data Platform (CDP) and a Multichannel Marketing Hub (MMH), B2C marketers looking to employ Customer-Led Marketing strategies risk alienating customers with mistimed, irrelevant, and impersonal messages.

Customer Experience 69

Customer Experience B2C Social Media Touchpoint 69

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.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. If you market well but the experience isn’t there, your marketing won’t stick. About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

SmartKarrot

MAY 6, 2022

From a bird’s eye view, the customer journey is a simple, transactional journey happening between a seller and a buyer. However, a deeper dive into the ocean of customer journey brings you face-to-face with the complexities associated. Rather, it is a journey from A to Z with several touchpoints in between.

Customer Journeys 10

Customer Journeys Touchpoint Effort Score B2B 10

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 396

Strategy Customer Experience Net Promoter Score Customer Centricity 396

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 368

Strategy Customer Experience Net Promoter Score Effort Score 368

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . Using personas, a practice highly recommended by CX experts means multiple journeys should be analyzed. What is the difference between B2B and B2C?

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Storyminers

JULY 29, 2016

There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? VP of Customer Experience, Compellon.

B2C 124

B2C Customer Retention Strategy Brands 124

Oracle

APRIL 1, 2019

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Consider: Forbes notes that both B2B and B2C transactions have more touchpoints than ever before. Brands designing and delivering their omnichannel customer experience have more opportunities to get their CX right.

Omni-Channel 108

Omni-Channel Customer Experience B2C Touchpoint 108

ProProfs Chat

AUGUST 14, 2020

Imagine being in your customers’ shoes. As you click on the sign up process, you realize that the form is quite a journey in itself. That my friend is a tale of bad customer experience. As a business owner, understand that customers don’t just wish to buy a product and leave. They want a good experience too. “

Customer Journeys 116

Customer Journeys Knowledge Base Self Service Customers 116

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Where B2C goes, B2B follows. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. Be consistent.

B2B 353

B2B Brands Innovation Government 353

BirdEye

SEPTEMBER 10, 2024

But they need to become your customers before such a deep relationship is built. Then they must nurture them through the marketing funnel, gradually transforming them from prospects to loyal customers. A marketing funnel is a key way to understand the customer journey for your business.

Marketing 59

Marketing Social Media B2C B2B 59

Experience Investigators by 360Connext

NOVEMBER 30, 2021

Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. CX Personas are fictionalized archetypes representing your customer. What is a CX Persona?

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

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 Customer Journeys 130

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc.,

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Hello Customer

JUNE 21, 2021

In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. Luckily, there's a handful of actions organizations can take to impact the customer experience and to learn how they can bring value. Which, in the end, is also a more effortless experience.

Customer Centricity 98

Customer Centricity Net Promoter Score Customer Experience How To 98

CSM Magazine

JANUARY 31, 2022

Lately, most B2C and B2B business owners have realized the importance of digital transformation and enhancing the customer experience. They understand that leveraging modern technologies can help them drive new customers and keep them coming back. Deliver a better customer experience. Increase profits.

Customer Experience 59

Customer Experience Chatbots B2C Tips 59

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The emphasis is now on creating personalized experiences that resonate on a personal level, recognizing each customer’s individuality.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Gainsight

SEPTEMBER 5, 2019

It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue , mean that B2B companies can’t just drag and drop B2C CX strategies—even mid-touch customers are far too complex and spend far too much in ARR for that to work.

B2B 49

B2B Tips Customer Experience B2C 49

Optimove

AUGUST 31, 2023

In a world where there is a disconnect between consumers and brands in marketing messages, the need for personalized experiences is more apparent than ever. The lack of insights from these data sources is akin to a compass-less journey. In essence, this report reveals that consumers do experience Marketing Fatigue.

Data 52

Data Marketing Multi-Channel B2C 52