ECXO

MARCH 6, 2025

These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. By using data (such as customer feedback scores, churn analysis, and revenue by touchpoint) and customer journey mapping insights, leaders can pinpoint which areas will deliver the greatest impact if improved.

B2B 339

B2B Customer Journeys How To Effort Score 339

Experience Investigators by 360Connext

JULY 17, 2024

Are Customer Journey Maps Really Necessary? She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Beyond Philosophy

AUGUST 12, 2020

We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast.

Customer Journeys 187

Customer Journeys Hotels Net Promoter Score Exercises 187

Kerry Bodine

JUNE 29, 2015

For the past few weeks, I’ve posted answers to some of the questions I got during my Qualtrics ’ CX Week webinar “ 10 Ways To Use Customer Journey Maps.” (You In Part 1 and Part 2 of this series, I talked about the elements of a journey map and how to run a journey mapping workshop.

Customer Journeys 120

Customer Journeys B2C B2B Exercises 120

Experience Investigators by 360Connext

MAY 19, 2015

That’s why customer journey mapping is such an inviting idea. When we map out the actual journey our customers take and turn it into a beautiful visual? Beautiful customer journey maps are easy to find. Here are 5 mistakes that make customer journey mapping a waste.

Customer Journeys 110

Customer Journeys Social Media Exercises Software 110

ECXO

OCTOBER 7, 2024

Step into the dynamic world of business where the stakes are high, and customer demands are ever-growing. As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. Innovation is your constant companion in this exhilarating journey.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. In this role, you want someone who is naturally curious who will be internally motivated to seek out answers to the questions they have about customer behavior. Resource: 6 Sources of Customer Understanding by CXpert. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value? Dive into dashboard details.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

delighted

JANUARY 7, 2021

Defining customer needs, problems, and interactions with your company may seem overwhelming and at times, unnecessary. However, understanding every customer’s experience at each stage of the customer journey is crucial for turning business insights into long-term improvement strategies. . What is a customer journey map?

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

CX Accelerator

FEBRUARY 2, 2020

. - Psychology (5 mentions) I gained a clear understanding of motivation and behavior, combined with the ability to see connections between seemingly unrelated facts and situations. Key to this exercise is understanding customer thinking, motivation, and behavior. Eric Engwall.

Customer Experience 320

Customer Experience Customer Journeys Tourism Exercises 320

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Connecting these numbers to CX improvements is the tough part. Importance of Journey Mapping.

Financial 218

Financial Metrics Customer Journeys NPS 218

CloudCherry

MARCH 28, 2019

CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. At CloudCherry, we want to disrupt the customer experience industry. Journey-based insights. Everyone is talking about journeys. Connecting CX to ROI.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Experience Investigators by 360Connext

JUNE 8, 2021

How to Act on Customer Experience Clues. Future State Customer Journey Mapping. Who is the customer in one year or five? How can your customer journey support them and adapt accordingly? . This exercise is a great way to predict what you need to change to be there for the changing customer journey.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

Experience Investigators by 360Connext

JUNE 29, 2015

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences , journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we mapping for the purchaser of our product or the person who decides the purchase is acceptable?

Customer Journeys 110

Customer Journeys Social Media Exercises B2B 110

ECXO

JULY 29, 2024

Customer Surveys : Fundamental for gathering direct feedback. Businesses like Typeform, Alchemer, and Google Forms provide platforms to conduct surveys tailored to specific customer journey touchpoints. Conduct comprehensive research to understand the full scope of the customer journey.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. Customer journey mapping is a way of capturing the thoughts, feelings, and actions of the customer.

Customer Journeys 92

Customer Journeys Policies Customers Analysis 92

ECXO

OCTOBER 5, 2023

In-depth Understanding of CX and AI Connection : Practical Examples : Delve into practical examples to understand how these emerging technologies can serve as a precursor to fully automated models using AI. In a world driven by meaningful connections, every moment presents an opportunity to enhance the customer experience.

Survey 380

Survey Net Promoter Score NPS Exercises 380

CX Journey

FEBRUARY 5, 2019

People tend to connect to stories and, therefore, remember them and the message they convey. When they tell the customer’s story, they paint a picture of who the customer is, what problems she’s trying to solve, and the experience the company puts her through in order to solve her problem. What’s journey mapping?

Customer Journeys 88

Customer Journeys Transportation Customer Centricity Exercises 88

InMoment XI

AUGUST 9, 2024

What is Customer Experience (CX)? Customer Experience (CX) refers to the overall impression and perception a customer has about a company or brand based on their interactions throughout the entire customer journey. This can be done by creating a customer journey map.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . Run the customer journey mapping exercise in a group.

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

CX Journey

AUGUST 17, 2018

Image courtesy of Calabrio Did you know that data is a critical component of your journey maps? I've written a lot about journey maps and journey mapping over the last several years. Research your customers. Where am I heading with this? Characterize. Identify the jobs they are trying to do.

Customer Journeys 86

Customer Journeys Contact Center Exercises Customers 86

CX Journey

JUNE 20, 2017

Understand the customer 3. Outline the customer lifecycle 4. Map the customer journey 5. Listen to your customers 6. to identify your customer. Personas are fictional characters created to describe your ideal prospect or actual customer. They are specific to your business, not to the industry.

Customer Journeys 164

Customer Journeys Exercises Customer relationships B2B 164

Comm100

DECEMBER 12, 2017

These companies could be better served by planning out and delivering services that their customers want, and aiming to deliver them in a smoother, more frictionless way. In this article, we’ll be exploring both the process of customer journey mapping and customer experience mapping, explaining the types of steps involved for each.

Customer Journeys 168

Customer Journeys Customer Experience How To Touchpoint 168

DCX

OCTOBER 29, 2024

Spread the Good Stuff: How to Flip the Mood Here’s how you can change the story and make positivity the norm across your customer journey: 1. ” That’s the vibe you want across your customer journey. ” Take a walk through your experience like a new customer. Fix those parts.

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

Experience Investigators by 360Connext

FEBRUARY 23, 2021

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value? Wave a magic wand.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Clarivate

JULY 7, 2017

Connect Your Silos. Organizational silos exist, and we will likely never get rid of them, but they are not great for Customer Experience. At the Forrester Research conference a couple of weeks ago, I sat down with Joana van den Brink-Quintanilha, one of their senior Analysts focused on Customer Experience. How to Connect Silos.

Customer Journeys 53

Customer Journeys Connections Touchpoint Exercises 53

Beyond Philosophy

MAY 20, 2023

Journey Maps can be useless exercises. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you. Connect with Colin on LinkedIn HERE.

Customer Journeys 78

Customer Journeys ROI Hotels Exercises 78

Quadient

JULY 25, 2022

What is Customer Journey Mapping? Customer-centricity has become an essential focus for companies today. One of the challenges to achieving customer-centricity is that departments in most organizations operate in silos. What is a Customer Journey Map? Why is journey mapping important?

Customer Journeys 52

Customer Journeys Omni-Channel Touchpoint Customer Centricity 52

Seaton CX

MAY 16, 2024

Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Vonage

APRIL 13, 2016

Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. Clarity of purpose gets reflected in a seamless customer experience.

Customer Journeys 120

Customer Journeys Customer Experience How To Exercises 120

Beyond Philosophy

DECEMBER 11, 2020

The 5 Rules for Measuring and Managing Customer Emotions. Measure the specific emotions across the customer journey. Design the emotions into your journey maps. Emotions create different responses in people, which, in turn, inspires other customer behavior. Why do we do customer journey maps?

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

CX Accelerator

FEBRUARY 2, 2020

. - Psychology (5 mentions) I gained a clear understanding of motivation and behavior, combined with the ability to see connections between seemingly unrelated facts and situations. Key to this exercise is understanding customer thinking, motivation, and behavior. Eric Engwall.

Customer Experience 182

Customer Experience Customer Journeys Tourism Exercises 182

Heart of the Customer

JUNE 7, 2018

As our team expands, it’s important to connect and learn from each other, and this was one of those rare opportunities. Engagement Lead Kathleen Hoski led us in an exercise to review our past journey maps, discussing and aligning on best practices. The post What is the point of a journey map?

Customer Journeys 60

Customer Journeys Exercises Connections Engagement 60

Customer Bliss

APRIL 1, 2016

Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. Are leaders united in how you improve your customers’ lives?

Customer Journeys 100

Customer Journeys Customer Experience How To Exercises 100

Experience Investigators by 360Connext

JUNE 4, 2015

This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. The customer craves a truly seamless omnichannel experience.

Omni-Channel 110

Omni-Channel Customer Journeys Exercises Social Media 110