Horizon CX

DECEMBER 1, 2023

Customer Loyalty and Retention Studies: Explore studies that delve into the correlation between customer loyalty, retention, and financial success. Industry-Specific Customer Experience Reports: Many industries release reports that focus on the state of customer experience within that sector.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

SurveySparrow

JUNE 21, 2023

Thus, the primary objective of this consultant is to amplify the quality of customer interactions across touchpoints, driving customer satisfaction, loyalty, and advocacy. Unraveling the Art of Customer Journey Mapping One of the key competencies for any CX consultant is the mastery of customer journey mapping.

Consulting 52

Consulting Metrics Customer Journeys Customer Experience 52

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Related: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

customer sure

JANUARY 16, 2024

Due to the multi-faceted nature of ‘experience’, there’s no convenient single metric for measuring experiences – though concepts such as NPS (Net Promoter Score) , or CES (Customer Effort Score) make a good go of it. Individual touchpoints aren’t enough – you need a full customer journey map.

Customer Experience 62

Customer Experience Customer Journeys Management Net Promoter Score 62

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. looks at NPS through an updated lens.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. To get the full picture, you also need to understand actual customer behavior.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. These questions include the following examples: Should I measure NPS or CSat? How many customer segments should we have? Should we have a Chief Customer Officer.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

CSM Magazine

MAY 19, 2023

It deals with resolving issues, providing information, and facilitating transactions, but it does not cover the complete customer journey. By focusing on CXE, businesses can foster customer loyalty, increase customer lifetime value, and ultimately drive sustainable growth. Customers respond on a scale of 0 to 10.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

CloudCherry

MARCH 19, 2018

When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. To get started in that journey, mapping your initiatives with outcomes is a pre-requisite. Link metrics such as CSAT, NPS and CES directly to business outcomes.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

SuiteCX

MAY 26, 2017

Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience. Journey Mapping is a strategic effort that crosses organizational boundaries.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

SuiteCX

MAY 26, 2017

Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience. Journey Mapping is a strategic effort that crosses organizational boundaries.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Customer Service is not covered much in the CCXP, because CS is a subset of CX Improvement & Design. CCXP Exam Joys, Struggles & Rewards Lynn Hunsaker.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding.

System 317

System Effort Score NPS Net Promoter Score 317

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Case in point—How many more articles are necessary to explain NPS?

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Within the context of maturity, individual employees, and business competencies that are essential in delivering memorable customer experiences will emerge. Customer Journey Management.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

CloudCherry

MARCH 19, 2018

When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. To get started in that journey, mapping your initiatives with outcomes is a pre-requisite. Link metrics such as CSAT, NPS and CES directly to business outcomes.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Experience Matters

DECEMBER 15, 2015

Customer Journey Designing. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. Are you following these 5 critical customer experience trends?

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.”

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

Clarabridge

JANUARY 24, 2017

Understanding and overcoming common blindspots in the customer journey. You’ve dedicated yourself to understanding your customers better! Maybe you’ve become a survey savant or customer experience evangelist. Watch out for these blindspots in your own customer journey efforts. The post Blindspot!

Customer Journeys 40

Customer Journeys Effort Score Wireless Customer Experience Professionals 40

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges. how many people did Y before Z, but after X?)

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

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

ijgolding

MAY 23, 2016

Although this is important, VOC in isolation of any other form of measurement may not enable those capturing it to understand the relationship between the things they do (processes that enable the customer journey) and the way they make the customer feel (customer perception). Are you still with me?!

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

ClearAction

JANUARY 6, 2021

Different customers have different expectations, so avoid “boiling the ocean” by focusing on getting it right with those customers who you depend upon most for near-term growth. Naturally, you want to be the market share leader with your core-growth customers. 7) Start focusing on customers’ objectives.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ShepHyken

FEBRUARY 28, 2020

Like an ambitious salesperson, as a Customer Experience professional, I’m impatient with myself. I want the end results – the high NPS scores, the fabulous customer reviews, the customer journey that makes users smile with joy and want to tell others about your product. Only people you trust.

Roadmap 121

Roadmap Sales Airlines Case Study 121

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. Identifying Journey Steps.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

CX University

NOVEMBER 21, 2020

Customer experience is most commonly misunderstood as customer service which refers to the types of assistance, advice, and levels of engagement customers endure before, during, and after a sales transaction. This article is written by guest author, Chaman Maharaj. CHAMAN MAHARAJ Founder and Director www.beinghuman.cx.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Horizon CX

OCTOBER 2, 2023

Speaking of KPIs, let’s turn to the third experience gap dimension – Data. I am also a long-time executive and a certified Customer Experience professional. Because this blog is about CX, let’s address NPS (Net Promoter Score) and LTR (Likelihood to Recommend) at the frontline, as it relates to data.

Net Promoter Score 130

Net Promoter Score Survey Retail System 130

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Trends 173

Trends Customer Experience Self Service ROI 173

SurveySparrow

OCTOBER 25, 2019

A survey conducted for 100 customer experience professionals by Forrester, 58% of respondents said their organization drive customer experience innovation by watching what their competitors are doing. You will never know if you have made improvements in the customer service front if you don’t measure it.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

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