Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Define the CX Strategy elements we explored above, including a customer-centric vision statement and measurable CX goals.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

ECXO

OCTOBER 7, 2024

Whether it’s harnessing the power of data analytics for deeper insights or implementing cutting-edge technologies to elevate interactions, your role is to redefine what exceptional customer service means. You inspire your team to embrace a customer-centric mindset, equipping them with the tools and knowledge to excel.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. CUSTOMER JOURNEY MAPPING Being able to map customer journeys with your organization is a skillset unto itself.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ECXO

AUGUST 9, 2023

You’ll have heard a 1000 times that you need to identify the key touchpoints that are a moment of truth with our customers. Don’t get blinkered by the touchpoints that PS / consulting teams traditionally focus on. Don’t get blinkered by the touchpoints that PS / consulting teams traditionally focus on.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

ProProfs Chat

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

InMoment XI

OCTOBER 31, 2024

Customer Experience Metrics ​​Call center metrics are essential to a holistic CX strategy. They serve as vital indicators for your customer experience KPIs , enabling you to track and enhance success across touchpoints. The training could include educational resources and role-playing exercises.

Call Center 195

Call Center Metrics Self Service Effort Score 195

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. Customer touchpoints vs. journeys. Let’s take a deeper look at customer experiences by distinguishing between touchpoints and a journey.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Experience Investigators by 360Connext

DECEMBER 15, 2023

What are the ways you can showcase how the employee experience is reflective (OR not) of your aspirational customer experience? Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. Ask your employees for examples.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

InMoment XI

AUGUST 9, 2024

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. Should You Invest in Customer Experience Management Software?

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Pretium Solutions

FEBRUARY 7, 2012

Creating a customer-centric organization requires the very same spirit, the very same drive. Sure, the organization has to be guided by the right customer experience management philosophy – the vision to create an excellent customer experience with every customer interaction.

Customer Centricity 60

Customer Centricity Sports How To Leadership 60

C3Centricity

FEBRUARY 18, 2019

An agent will quickly sense when something is wrong or an answer is unsatisfactory, even when the customer is saying everything is alright. The customer journey that led to the connection, is just as important as the call itself. This is where total integration of all touchpoints is vital. What do you think?

Marketing 222

Marketing Chatbots Self Service Conference 222

Michel Falcon Experience

OCTOBER 21, 2019

Take Amazon, for example, I’d bet that you didn’t know that their tagline and slogan for the company is to be “earth’s most customer-centric company.” This is a testament to their seamless customer experience that has us buying more and more every year. You Aren’t Hiring Customer-Centric People.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

C3Centricity

NOVEMBER 4, 2020

CUSTOMER JOURNEY. The sequence of events that led to the customer’s connection, is just as important as the call to customer services itself. This is where total integration of all touchpoints is vital. The customer already sees them as such, but most companies do not. CEX #CRM #Customer Click To Tweet.

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

DCX

JULY 30, 2024

Think about it: What could you achieve if your whole team caught your customer-centric fire? Your customers are counting on you. A CX Leader's Guide to Organizational Buy-In As a CX leader, you know that customer centricity is the cornerstone of business success in today's market. Don't let your passion fizzle out.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

CX Journey

APRIL 25, 2018

Journey mapping is a creative process that allows you to understand – and then redesign – the customer experience. Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise. Companies learn about their customers and about the experience they put them through to interact with the business.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Activities included in this step are: Planning and executing internal communications.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Kerry Bodine

NOVEMBER 15, 2017

How have you been able to overcome the silo mindset to get the full value out of the journey mapping exercises? Customers’ goals and tasks don’t fit neatly into one bucket in your org chart, but span multiple departments and channels—so customer journeys are inherently cross-functional. Co-create with your customers.

Customer Journeys 120

Customer Journeys Exercises Contact Center Touchpoint 120

DCX

FEBRUARY 2, 2025

Customers no longer tolerate friction, and brands that rely on old playbooks are watching their relevance slip away. Companies that anticipate needs, remove obstacles, and weave CX into every touchpoint—before the customer even realizes they need it. The real winners? You’ll get the details via email or phone.

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

delighted

JANUARY 7, 2021

However, understanding every customer’s experience at each stage of the customer journey is crucial for turning business insights into long-term improvement strategies. . In this post, we will cover: What is a customer journey map? Using a customer journey map to improve the customer experience.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

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.

Customer Journeys 52

Customer Journeys Touchpoint Net Promoter Score Exercises 52

ChurnZero

SEPTEMBER 25, 2020

When talking with customers, condition them to not only hear what they want to hear but to remain open and receptive to unprompted or diverging discussions steered by the customer. As for the cadence of these touchpoints, Product shouldn’t settle for having customer conversations only once or twice a year.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

DCX

DECEMBER 1, 2024

Try these: Mix digital speed with human touch (yes, it's possible) Make your physical spaces worth leaving Netflix for Turn those cold digital touchpoints into actual connections Gen Z Might Save Us All Plot twist The digital natives are getting tired of screens. Let that sink in. Stop the Madness. They're craving real-world experiences.

Fashion 52

Fashion Culture Trends Connections 52

BlueOcean

OCTOBER 10, 2016

As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. That’s why customer journey mapping in the contact center is essential to understand how the customer experience is built at every touchpoint.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

DCX

NOVEMBER 17, 2024

A customer-first cancellation process shows you’re the kind of brand people can trust, even when they’re walking away. It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. That trust?

Social Media 52

Social Media Leadership Customer Centricity Tips 52

CX Journey

AUGUST 25, 2015

Image courtesy of ~db~ Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 19, 2015. In a post from earlier this month , I wrote about the most-basic and most-important rule of customer journey mapping: maps must be created from the customer viewpoint.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Customer Centricity 80

DCX

JANUARY 19, 2025

Trust them to act in the best interest of the customer and the brand. Obsess over details: From the user interface of your website to the packaging of your product, every touchpoint matters. Deliver unexpected delights: Surprise your customers with gestures that go beyond their expectations.

Travel 52

Travel Customer Centricity Culture Brands 52

ShepHyken

DECEMBER 4, 2020

As we have seen, if you do just one thing for experience, in a vacuum, absent of strategy, you are likely to generate more dissatisfied customers than if you had done nothing. When you offer only one better touchpoint, all the other points look and feel even worse. Creating a customer experience roadmap is not an easy exercise.

Roadmap 112

Roadmap Customer Experience Airlines How To 112

Pretium Solutions

FEBRUARY 7, 2012

Creating a customer-centric organization requires the very same spirit, the very same drive. Sure, the organization has to be guided by the right customer experience management philosophy – the vision to create an excellent customer experience with every customer interaction.

Customer Centricity 40

Customer Centricity Sports How To Leadership 40

Pretium Solutions

FEBRUARY 7, 2012

Creating a customer-centric organization requires the very same spirit, the very same drive. Sure, the organization has to be guided by the right customer experience management philosophy – the vision to create an excellent customer experience with every customer interaction.

Customer Centricity 40

Customer Centricity Sports How To Leadership 40

Russel Lolacher

JUNE 15, 2021

The customer calls it “shopping elsewhere.”. The customer sees it as wait time. Sharing the same vocabulary with your #customer puts you on the path to a more customer-centric culture. this exercise collects customer’s feedback about their experiences with and expectations for your products or services.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Lumoa

APRIL 24, 2018

It’s also a lagging indicator, meaning it doesn’t help teams proactively flag and address customer experience issues in real-time. All of this goes to say that NPS can contribute to a brand’s customer-centric evolution, but the metric is not a silver bullet and should be used in conjunction with other insights.

System 317

System Effort Score NPS Net Promoter Score 317

DCX

JANUARY 28, 2025

Here’s what is helpful to have on hand: Customer Feedback Data: Gather reviews, surveys, social media comments, and CSAT scores to uncover recurring themes and specific pain points. Customer Journey Map: Have a clear visualization of your customer’s journey, including touchpoints, handoffs, and potential friction areas.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. customer feedback data), involving customers, and defining customer outcomes. . Yes, this is a “product-centric” approach, but let’s get real. Source: MyCustomer.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Seaton CX

SEPTEMBER 27, 2023

It’s an exercise in tactical responsiveness but strategic futility, and a cautionary tale for many CX leaders who mistake busyness for progress. In customer experience management, it’s easy to collect pain points. Every department was customer-focused , but no one was customer-centric.

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52