Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map? Two weeks ago, […].

Customer Journeys 83

Customer Journeys B2B Customers Customer Focused 83

CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. There are a lot of reasons to bring data into your maps. Data is a critical ingredient for improving the customer experience.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

Heart of the Customer

MAY 9, 2019

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here. The post Two Days to Journey Mapping Mastery appeared first on Heart of the Customer.

Customer Journeys 74

Customer Journeys Customer Experience Conference Resources 74

Heart of the Customer

NOVEMBER 14, 2018

What is journey mapping? This confusion is fueled by vendors who offer “journey mapping workshops.” The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer. The post Too many see journey mapping as an employee workshop.

Customer Journeys 99

Customer Journeys Employee Engagement Customer Voice Customer Centricity 99

CX Journey

AUGUST 13, 2015

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." How many of these are you utilizing as you create your maps? Whoever understands the customer best wins.

Customer Journeys 80

Customer Journeys Effort Score Touchpoint Customer Voice 80

Lumoa

FEBRUARY 9, 2023

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

MAY 16, 2024

Leaders play a central role in clarifying this relationship and demonstrating how everyone contributes to the whole, inspiring employees to actively improve the customer experience, resulting in a more customer-centered organizational culture. A customer journey is always seen from the customer’s perspective.

Customer Centricity 197

Customer Centricity Leadership Customer Journeys Touchpoint 197

ECXO

JULY 29, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Companies use several methods to gather data and understand their customers: Voice of Customer (VOC) Programs : Capturing customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 372

Strategy Customer Experience Net Promoter Score Effort Score 372

CX Journey

JUNE 9, 2016

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? Earlier this week, I wrote about how eye opening journey maps and journey mapping workshops are. A couple years ago, I wrote a popular post titled 18 Reasons to Map Customer Journeys.

Customer Journeys 80

Customer Journeys Policies Customer Voice Customers 80

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. There are several ways to obtain data and understand customers. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 371

Strategy Customer Experience Net Promoter Score Customer Centricity 371

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. The immediate next step for this type of map is to do some customer research.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

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

Strativity

SEPTEMBER 27, 2017

This blog is for CX professionals who 1) have multiple journey maps and 2) need a structure to connect them. Let’s move this analogy off the block and into the journey management: How much freedom did you give your journey maps? Do your maps connect to the head of the structure? It’s noisy and confusing.

Customer Journeys 40

Customer Journeys Touchpoint Connections Interaction 40

Strativity

SEPTEMBER 27, 2017

This blog is for CX professionals who 1) have multiple journey maps and 2) need a structure to connect them. Let’s move this analogy off the block and into the journey management: How much freedom did you give your journey maps? Do your maps connect to the head of the structure? It’s noisy and confusing.

Customer Journeys 40

Customer Journeys Touchpoint Connections Interaction 40

InMoment XI

SEPTEMBER 5, 2024

With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base. The only way to do this is by listening to what your customers are saying, which is referred to as the Voice of the Customer.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

Lumoa

MARCH 20, 2018

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

CX Journey

JUNE 22, 2017

In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. In today's post, I'll pick up with the next step, mapping the customer journey, an important tool that helps put the customer front and center. They become the backbone of your customer experience management efforts.

Customer Journeys 146

Customer Journeys Customer Centricity Communication Social Media 146

Oracle

AUGUST 7, 2018

What are their behaviors and emotions in every interaction they have with your business across every stage of their journey? Startups and established multinationals alike are benefiting from creating ideas with a customer-led focus. Critically, being customer-led in your innovation efforts requires customer participation.

Innovation 111

Innovation Customer Journeys Customer Centricity Transportation 111

Heart of the Customer

JANUARY 22, 2020

22, 2020 /PRNewswire/ — Heart of the Customer (HoC), one of the nation’s leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), today announced a strategic partnership that will revolutionize how businesses map, orchestrate, and optimize their customer journeys.

Customer Journeys 88

Customer Journeys Innovation ROI Consulting 88

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. What are the customer experience maturity levels? Basically, it gives you real-time insight into your customers’ experiences.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

APRIL 28, 2024

Now, every employee can ask relevant questions and receive detailed, real-time answers directly from customer voices, no matter where the feedback is given. For example, Lumoa is the first customer experience platform to offer generative AI insights. Which Platform Fits Your Needs?

Self Service 195

Self Service Customer Journeys Feedback Multi-Channel 195

Heart of the Customer

SEPTEMBER 6, 2018

I was talking with a prospective customer last week, and I walked through our customer journey mapping process – first you collect companies’ hypothesis and existing data, then go out to their customers to interview them in their places of work (they’re a B2B company), and finally bring that voice of the customer back to […]. (..)

Customer Journeys 87

Customer Journeys B2B Customers Data 87

Lumoa

MARCH 20, 2018

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

InMoment XI

OCTOBER 7, 2024

Smart Recommendations and Summaries Reduce time to insights and improve program engagement with coaching recommendations Let AI be your sidekick to make sense of your customer voice in seconds. Smartest Actions 1.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

Heart of the Customer

JANUARY 8, 2021

As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience. The post Fun Read/Flawed Approach (Book Review) appeared first on Heart of the Customer.

Customer Journeys 88

Customer Journeys Customer Experience Customers Customer Voice 88

Lumoa

JANUARY 31, 2023

According to the statistics , 70% of buying experiences are based on how the customer feels they are being treated, and at the same time, 55% of consumers would pay more for a better customer experience. Customer experience matters across all the channels and all the touchpoints of the customer journey.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

NetBase

FEBRUARY 1, 2019

The customer journey is a circuitous one, with the path to purchase riddled with distractions at every touchpoint. Understanding where your customer is now and predicting where they’re headed will help you avoid losing them along the way. It’s all part of the customer journey these days. Without it?

Customer Journeys 58

Customer Journeys Analytics Customer Experience Social Media 58

InMoment XI

AUGUST 31, 2023

We’re all about assisting businesses in translating their customer experience initiatives into tangible, measurable business outcomes. Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI.

Conference 195

Conference Banking ROI Customer Voice 195

Heart of the Customer

MAY 1, 2019

This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research.

Report 104

Report Customer Journeys B2B Customers 104

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation.

Metrics 98

Metrics Customer Journeys Customer Focused Management 98

Heart of the Customer

MAY 2, 2019

This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research.

Customer Journeys 89

Customer Journeys Video B2B Customer Experience 89

Heart of the Customer

MARCH 28, 2019

You can read more about our book at [link] Mapping the Right Journey At Heart of the Customer, we recommend starting a journey mapping project by answering these five questions: What is the business problem or opportunity behind mapping? […].

Customer Journeys 89

Customer Journeys Customers Customer Voice Customer Engagement 89

DCX

JULY 30, 2024

Every interaction is an opportunity: See each interaction as a chance to turn a customer into a raving fan. You own the customer's journey: Follow up, ensure issues are resolved, and go the extra mile to exceed expectations. CX Leaders: Elevate your Customer Service team from problem-solvers to proactive experience creators.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Michelli Experience

MAY 15, 2018

If you are going to take the time to inventory your contact points with the customer, invest the extra time needed to look at that map from the customer’s side of the interaction. In other words, say “No” to touchpoint maps and “Yes” to customer journey maps.

Customer Experience 138

Customer Experience Customer Journeys Touchpoint Employee Engagement 138

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