Kerry Bodine

AUGUST 14, 2020

Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer. The Trade-offs Between Quant & Qual Customer Research. Can we have nested journeys?

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

InMoment XI

MAY 25, 2023

Customer experience design is the process of creating the customer experience at all touchpoints, from the initial discovery phase through to the post-purchase phase. It’s what your company does to ensure a positive customer experience across all stages of the customer journey.

Customer Experience Design 363

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 363

Kerry Bodine

DECEMBER 30, 2020

Number 9: 5 Steps To Mapping The Customer Journey. Over the past several years, we’ve refined our approach to journey mapping. Consider this your high-level roadmap for developing journey maps and using them to drive action. Number 8: The Customer Journey DOES NOT EQUAL The Customer Lifecycle.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Experience Investigators by 360Connext

OCTOBER 22, 2014

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. More Posts - Website Follow Me: The post What IS a Customer Touchpoint? appeared first on Customer Experience Consulting. The following is a Best of 360Connext post.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

GetFeedback

AUGUST 14, 2019

And, finally, customers leave crumbs of data with every interaction and transaction with your company; use that data to better understand your customers, as well. This is definitely something that should go without saying, but I’m going to say it anyway, too. Map the customer journey. Do not game the system.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

ijgolding

FEBRUARY 6, 2017

The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! A collage of customer journey maps!

Customer Journeys 156

Customer Journeys Management Exercises Customer Experience Professionals 156

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. Why is customer experience important? We won’t mind. .

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

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

Experience Investigators by 360Connext

DECEMBER 10, 2024

Saying were customer-centric is not a strategy. You need to define YOUR customer experience promise and YOUR definition of success. There are a few foundational elements you need in place to get started: Customer Experience Mission Strategy , which will explain what experience customers should receive, every time.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Experience Investigators by 360Connext

DECEMBER 15, 2023

Share customer journey maps and insights. Don’t limit key insights and journey maps to just certain leaders or teams. As you are building customer journey maps, share what you find. Explain how to review the map and what might be most interesting or surprising for employees to learn.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

MARCH 8, 2021

But even if you don’t have those quite yet, you want to be sure everyone in your organization is defining and discussing customer experience with the same vocabulary! Path 1: Customer Experience 101. What DOES customer experience mean and why should we care? How We Lead on Behalf of our Customers. Empathy mapping.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

QuestionPro Audience

AUGUST 30, 2018

Guttman Scale Definition. Guttman Scale Definition. Application 2: This cumulative scaling method can also be used to measure a customer journey. In this case, the below-mentioned questions can be a part of the scale: I could easily solve my problem by contacting the customer service team. Content Index.

Examples 170

Examples Analysis Survey Airlines 170

GetFeedback

JULY 24, 2018

If you read definitions online, you’ll find a number of interpretations. Some say customer experience is the perception customers have of a brand based on their interactions. Others say it’s rooted in customer service and user experience, which tend to influence customer sentiment the most.

Video 277

Video Customer Experience How To Customer Journeys 277

Experience Investigators by 360Connext

JANUARY 18, 2022

Every employee, regardless of their role, should feel empowered to focus on the customer experience. Give employees tools to share feedback about the customer journey. Provide any background you can around current understanding of your customers. . Empathy – how we show up for each other and our customers.

How To 378

How To Customer Journeys Culture Training 378

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Creating customer personas and mapping customer journeys is another vital facet of customer experience strategy, which we will explore in more detail later on.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Creating customer personas and mapping customer journeys is another vital facet of customer experience strategy, which we will explore in more detail later on.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

Experience Investigators by 360Connext

JULY 6, 2021

Include any leader who will have direct accountability over the most likely actions required to improve the customer journey. This typically includes leaders from marketing, product development, customer success and customer service. Invite team members from other areas that are close to the customer experience.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

InMoment XI

DECEMBER 30, 2021

How to Win the “Make or Break” Moments in the SaaS Customer Journey. In every SaaS customer journey, there’s a make or break point. You could either lose a customer or win them over. We invited Jessica Pfeifer and Rita Balgeman (InMoment) to teach folks how to optimize customer journeys.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Experience Investigators by 360Connext

OCTOBER 13, 2020

Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. That is oversimplifying customer experience, but for the sake of a definition, it works.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

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

BlueOcean

MARCH 3, 2025

If sourcing isnt an expert in the industry before they go to RFP, and the contract isnt clear as a result, there will definitely be issues that come up later. In the contact center, this is when both partners are focused on navigating the customer experience with an innovative approach to improve customer satisfaction.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

ChurnZero

DECEMBER 6, 2024

Effective programs are built on four foundational pillars, they observed: customer journey, data and data hygiene, automations and technology, and content. Digital customer success pillar 1: Journey map. From there, go back to your journey map. Youve thought through your customer journey.

Customer Journeys 52

Customer Journeys Customer Success Touchpoint Social Media 52

Experience Investigators by 360Connext

JULY 28, 2020

Are there personas and/or customer segments? How are we measuring customer experience? How often are we gathering customer feedback? Are there customer journey maps, empathy maps, stakeholder maps, etc? How are we prioritizing customer experience improvement initiatives?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

CloudCherry

AUGUST 21, 2018

The best place to start is by understanding your customer journey. The four most important actions to track within the customer lifecycle, in terms of setting up proactive support are: When do they come in contact with your brand? These layers start to add up, and give you some additional definition to your support.

Customer Journeys 150

Customer Journeys Analytics Self Service Analysis 150

Experience Investigators by 360Connext

AUGUST 20, 2024

Every employee, regardless of their role, should feel empowered to shape the customer experience. Give employees tools to share feedback about the customer journey. Provide any background you can around the current understanding of your customers. Onboarding training needs to call this out specifically.

How To 282

How To Customer Journeys Customer Centricity Training 282

GetFeedback

JULY 19, 2019

Your customers are following their own customer journeys, not necessarily the processes you created for them. To know what to measure, it’s important to understand the actual customer. This means knowing where there may be friction in the journey, and how to ask about that to get the best results.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Oracle

APRIL 19, 2021

Let’s take a look at 20 definitions that reflect the current state of the customer experience ecosystem. Definition #1. CX is how customer expectations overlap with the actual experiences they get when interacting with a company. Definition #2. Definition #3. Definition #4. Definition #5.

Self Service 104

Self Service Customer Experience Healthcare Advertising 104

Kerry Bodine

JUNE 5, 2019

I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journeys & Journey Maps. There are various schools of thought on how granular a journey should be. There’s definitely confusion around these terms right now.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

InMoment XI

MARCH 3, 2022

The beginning of a true CX transformation journey starts with facing the reality that your old ways of approaching experiences might not be the best—and being willing to adapt your approach according to best practice. If you find yourself at the beginning of such a journey, we’ll be diving into three truths you’ll definitely want to hear.

Fashion 370

Fashion Government Measurement Voice of Customer 370

Retently

APRIL 6, 2022

By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. . One of the best ways to do that is by tracking customer satisfaction metrics. But how do you prevent situations like that from getting out of hand?

Effort Score 150

Effort Score Customer Satisfaction Survey Ecommerce 150

ECXO

JUNE 23, 2024

For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

GetFeedback

APRIL 22, 2019

Customer Satisfaction surveys are not designed to give you a comprehensive view of customer perception, but they’re very helpful for pinpointing issues, especially if you use CSAT scores to grade different parts of your business. There’s no doubt–CSAT is definitely relevant. Here are the reasons why.

Customer Satisfaction 323

Customer Satisfaction Survey Net Promoter Score Effort Score 323

Experience Investigators by 360Connext

APRIL 11, 2023

According to the dictionary, here is the definition. ” Where does quality fit in the context of customer experience? .” ” Where does quality fit in the context of customer experience? Well, I’m betting your definition of what quality means to your customers might just differ from their version.

Customer Journeys 162

Customer Journeys Banking B2B Customers 162

Experience Investigators by 360Connext

JANUARY 5, 2021

Employee journey mapping and other techniques can be used to really understand where, how, and when to reinforce the mission. Team members want to deliver their best, and it’s critical that the definition of this is well-articulated and communicated throughout their experience. Bring customers into your meetings and events.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Experience Matters

APRIL 24, 2015

Seven Steps for Developing Customer Journey Maps (April 2013). Customer journey mapping has become a very popular CX tool, and also a hot topic on this blog. If you are interested in customer journey mapping, then you definitely need to read this post: Five Questions That Drive Customer Journey Thinking.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120