CX Journey

APRIL 3, 2019

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Experience Investigators by 360Connext

MAY 15, 2024

They shared the following advice: Give Customers Power Over Their Experience Maggie Gentry , Director of Experience Analytics at Community Health Network, started asking patients what their experience expectations are, and it has helped her team deliver better experiences faster. This also means focusing on the providers.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

Thematic

MAY 22, 2019

And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections. Beyond simple metrics.

Exercises 97

Exercises ROI Conference Video 97

Blake Morgan

OCTOBER 31, 2022

Survey response rates are dropping because customers feel brands don’t care about their opinions. Instead of relying on NPS, brands should consider the most valuable metrics. Feedback is crucial, but brands must pay attention to customer data and not waste their time. If it doesn’t, what metric is right for you?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

SuiteCX

JULY 9, 2018

Since I started mapping in 2000, clients have always seen immediate benefit from the exercise. However, back when it was a huge poster with sticky notes and red lines noting messy data flows (which we lovingly called spaghetti), it was difficult to do the exercise more than once.

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

Gainsight

NOVEMBER 18, 2019

There are two primary tools we can use to collect customer sentiment throughout their journey: Net Promoter (NPS) and Customer Satisfaction (CSAT) surveys. NPS and CSAT are two very different, but complementary methods of gathering customer insights. The 2×2 matrix below outlines four types of CX metrics.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Kerry Bodine

JANUARY 27, 2018

Read this post to understand how you should incorporate internal mapping exercises into your larger journey mapping initiatives. Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. This is one of my favorite posts from my partner in crime, Amelia Sizemore.

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0

CX Journey

APRIL 3, 2019

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Bob Hayes

MAY 21, 2018

Customer Success, like many disciplines today, is morphing into an exercise of using data to make better business decisions. Despite the increased role that data play in customer success management, formal customer programs lack important data science skills to make empirically-based decisions.

Customer Success 82

Customer Success Analytics Loyalty Data 82

Thematic

FEBRUARY 15, 2019

Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made. It’s a continuous process of iterating on customer insights.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

Bob Hayes

MAY 21, 2018

Customer Success, like many disciplines today, is morphing into an exercise of using data to make better business decisions. Despite the increased role that data play in customer success management, formal customer programs lack important data science skills to make empirically-based decisions.

Customer Success 75

Customer Success Analytics Loyalty Data 75

Thematic

MARCH 29, 2020

These types of solutions are often described as ‘Customer Insights’ platforms, or more recently, Unified Data Analytics. What stakeholders are involved in product decisions, what metrics are they responsible for, and what data (such as churn, growth, or operational costs) do they use to make decisions? And how often?

Feedback 111

Feedback How To Analysis e-support 111

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? Over time, their metrics (i.e. handle times, etc.)

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Totango

SEPTEMBER 24, 2020

Onboarding is your first chance to implement a practical, data-driven approach to customer engagement. The goal is to get them to first value by educating your customer on your product. If you see a drop-off in usage rates or little follow-through toward business goals, you need to intervene and get the customer back on track.

How To 78

How To Customer Success Customer Journeys Customers 78

Bob Hayes

SEPTEMBER 27, 2018

Integrating information/facts about your customers allows you to gain an understanding about how all the variables work together (i.e., are related to each other), driving deeper customer insight about why customers churn, recommend you and buy more from you. Data Integration as your Customer Genome Project.

Data 84

Data Marketing Healthcare Effort Score 84

Bob Hayes

SEPTEMBER 27, 2018

Integrating information/facts about your customers allows you to gain an understanding about how all the variables work together (i.e., are related to each other), driving deeper customer insight about why customers churn, recommend you and buy more from you. Data Integration as your Customer Genome Project.

Data 81

Data Marketing Healthcare Effort Score 81

C Space

FEBRUARY 12, 2020

I love to use the brand Nike all the time because they understand that their story is really less about what are the shoes made out of and more about what does it mean to use sport and exercise as a way to transcend who you are. It takes sport, athletics, exercise, and activity and creates a sense of empowerment. The Right Insight.

Brands 52

Brands Marketing Sports Exercises 52

Experience Matters

APRIL 7, 2015

Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint. Fizzback significantly improves employee engagement by providing detailed and objective customer satisfaction metrics to optimize KPIs for any team, agent or store. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ClearAction

OCTOBER 25, 2022

Your individual scores reveal your competencies in facilitating customer experience maturity, as described above. Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

DCX

JULY 30, 2024

Practical strategies: Implement a "Customer Empathy Immersion" program: Have team members spend a day experiencing your product or service as a customer, including going through the support process. Illustrate how authentic, customer-focused narratives can significantly boost engagement and brand loyalty.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Kustomer

FEBRUARY 3, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Elizabeth Dominicci from TriNet to learn the secrets of using data and AI to boost customer engagement. Using Data to get Customer Insights. Tune in to the episode to learn more! Growth, repeat purchase.

Customer Journeys 84

Customer Journeys Data Analytics Interaction 84

Gainsight

JULY 16, 2021

Have you ever started a new exercise routine? As things begin to open up, people are returning to gyms, yoga classes, and exercise clubs to create a level of health they lost during the COVID-19 pandemic shutdown. Even starting a new exercise regimen takes at least 30 days to make it part of a healthy habit. Your CS Exercises.

Analytics 40

Analytics Strategy Exercises Sports 40

ProProfs Chat

DECEMBER 23, 2019

Are you just hearing or actively listening to what your customers are saying? Customer experience metrics have penetrated most organizations. So, the chances of your business relying on these insights are quite probable. The outcome of this exercise is vital. See Your Customers Digitally.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Gainsight

MARCH 19, 2020

Aggregate deals in these categories to detect which groups perform best with their engagement metrics, advocacy and renewal rates. This exercise will reveal one or more customer profiles that are ideal for your product. Sometimes a combination of factors yields very strong or weak performing customer segments.

Sales 59

Sales Case Study Exercises Strategy 59

Thematic

MARCH 27, 2023

If you already have one, it can be a good idea to review it to ensure it’s (still) tied into your wider customer and/or business strategy. Creating a roadmap is a really valuable exercise to map out exactly what needs to be done (via milestones) and align it to a timeline to hold yourself accountable.

Tips 71

Tips Customer Centricity Feedback Social Media 71

C Space

FEBRUARY 11, 2020

A process of exercising influence in order to bring about a desired outcome. Decoding a Viable Metric for Measuring Customer Loyalty in Travel. Decoding a Viable Metric for Measuring Customer Loyalty in Travel. The Right Insight. The Right Insight What makes a successful customer insights leader?

Net Promoter Score 52

Net Promoter Score Customer Centricity Banking Leadership 52

C Space

FEBRUARY 12, 2020

We can launch a beta product and iterate and improve with customer insight all of the time. The experience a customer has with a subscription service is itself the brand and its product. A process of exercising influence in order to bring about a desired outcome. The Right Insight. We can learn. It’s a process.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

West Monroe

NOVEMBER 13, 2022

Four areas of focus for maximizing the value of revenue generation management Organizations that realize the greatest value from their RGM programs focus on and build maturity in four key areas: customer insight, people and organization, data and measurement, and technology. Are we measuring the right metrics for the right teams?

Strategy 52

Strategy Management Sales Government 52

West Monroe

NOVEMBER 13, 2022

Four areas of focus for maximizing the value of revenue generation management Organizations that realize the greatest value from their RGM programs focus on and build maturity in four key areas: customer insight, people and organization, data and measurement, and technology. Are we measuring the right metrics for the right teams?

Strategy 52

Strategy Management Sales Government 52

West Monroe

NOVEMBER 13, 2022

Organizations that realize the greatest value from their RGM programs focus on and build maturity in four key areas: customer insight, people and organization, data and measurement, and technology. Understand your customers. This provides data-driven insight for determining where to focus resources and investments.

Strategy 52

Strategy Management Sales Government 52

Thematic

APRIL 3, 2024

Enhanced Customer Experiences: Understanding customer expectations at every touchpoint allows you to design seamless, enjoyable experiences that increase brand loyalty. Reduced Churn: Identifying the root causes of customer dissatisfaction enables you to proactively address issues, prevent customer loss, and preserve revenue.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Amity

JANUARY 30, 2014

The fast pace of new Social Media applications paired with the dominance of mobile devices is providing an increasingly accessible medium for customers to exercise their individual voice and personality; including tailoring how they choose to communicate with vendors in the ‘here’ and ‘now’ in a way that best suits their needs and lifestyle.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Gainsight

MARCH 9, 2020

Aggregate deals in these categories to detect which groups perform best with their engagement metrics, advocacy and renewal rates. This exercise will reveal one or more customer profiles that are ideal for your product. Sometimes a combination of factors yields very strong or weak performing customer segments.

Sales 52

Sales Case Study Exercises Strategy 52

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. The leading metrics that ensure you’re on track to accelerate profitable growth. So what metrics are good indicators of strengthened customer relationships?

Measurement 40

Measurement Customer Success Metrics B2B 40

SurveySparrow

DECEMBER 22, 2019

With such information at your fingertips, you can easily build your product to your strengths when you know exactly what your customers want. You might be a doyen in your industry, but at no stage would be theoretical data be more important than customer insights that you get.

Feedback 85

Feedback Net Promoter Score Social Media NPS 85

Helpt

FEBRUARY 14, 2024

It's the foundation of data analysis, involving the use of key performance indicators (KPIs) and other metrics. Customer Insights : DDDM enables businesses to understand their customers better, tailoring services and products to meet evolving needs and preferences. It involves more in-depth data mining and correlations.

Data 52

Data Analytics Social Media Analysis 52