Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX Success Strategy Statement extends your organizational and leadership goals to define specific outcomes for your CX program. Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect).

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

eglobalis

JUNE 27, 2024

Customer surveys remain fundamental for gathering direct feedback. Businesses like SurveyMonkey, Qualtrics, and SurveyGizmo provide platforms to conduct surveys tailored to specific customer journey touchpoints. Conduct comprehensive research to understand the full scope of the customer journey.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

ECXO

OCTOBER 7, 2024

As the architect of experiences that go beyond the transactional, you have the ability to decode customer needs and desires, turning them into actionable insights that propel your organization forward. Innovation is your constant companion in this exhilarating journey. Empowerment lies at the core of your leadership.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. Frequency also matters.

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

ECXO

JULY 29, 2024

Customer Surveys : Fundamental for gathering direct feedback. Businesses like Typeform, Alchemer, and Google Forms provide platforms to conduct surveys tailored to specific customer journey touchpoints. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about. Wave a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Michel Falcon Experience

APRIL 3, 2019

In all my years of focusing on customer experience management, there is one practice that stands out amongst them all…customer journey mapping! How customer journey mapping will improve your operational strategy. ? Customer journey mapping is a fantastic way to improve your customer experience.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

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

Experience Investigators by 360Connext

JUNE 8, 2021

How to Act on Customer Experience Clues. Future State Customer Journey Mapping. Who is the customer in one year or five? How can your customer journey support them and adapt accordingly? . This exercise is a great way to predict what you need to change to be there for the changing customer journey.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

CloudCherry

MARCH 28, 2019

But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts. Thought leadership is nice, but action is better. Journey-based insights. Everyone is talking about journeys. But 99% of enterprises don’t bring those journeys into their CX programs.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Experience Investigators by 360Connext

JUNE 29, 2015

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences , journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we mapping for the purchaser of our product or the person who decides the purchase is acceptable?

Customer Journeys 110

Customer Journeys Social Media Exercises B2B 110

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. Speaker: Sarah Dunn, Federal Customer Success Team Lead, Quorum.

Customer Journeys 72

Customer Journeys Customer Success Leadership Customers 72

Heart of the Customer

SEPTEMBER 25, 2014

Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. A quick refresher: Journey mapping is an exercise to understand your customer’s true steps, as well as the emotions that actually make up that journey.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

Vonage

APRIL 13, 2016

Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. Establish a framework for delivering a seamless customer experience.

Customer Journeys 120

Customer Journeys Customer Experience How To Exercises 120

Seaton CX

MAY 16, 2024

Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! You might take some ideas from what they did: All leaders attended Situational Leadership II training. She even includes several exercises in the book.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Customer Bliss

APRIL 1, 2016

Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. Are leaders united in how you improve your customers’ lives?

Customer Journeys 100

Customer Journeys Customer Experience How To Exercises 100

Ian Williams

JUNE 23, 2019

In the past couple of decades Customer Journey Mapping has become one of the most commonly spoken-about of modern-day business practices. However for many, if not most, organisations, Customer Journey Mapping remains a largely misused or misunderstood concept.

Customer Journeys 45

Customer Journeys Exercises Banking Customers 45

ECXO

AUGUST 9, 2023

Leadership across the business needs to share (or create) a clear client-centric vision and aspiration, linked to value. Senior executives need to then use their leadership to role model and demonstrate a commitment to the renewed client focus, and bring their PS / consulting team with them. It’s best to get it right the first time.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

CX Accelerator

APRIL 11, 2018

You can use this easy exercise to help your team talk about what they must stop doing, to free up more time to work their MIT (Most Important Thing) behaviors. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them. Karin was named on Inc.'s

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! “If We hope so!

Customer Journeys 104

Customer Journeys Customer Success Exercises B2B 104

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. Related: 7 Tips to Improve & Simplify Employee Journey Mapping. Bring customers into your meetings and events. This also translates into employee compensation and rewards. Get it here.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! It requires courage and real leadership.

Exercises 246

Exercises Customer Centricity NPS Culture 246

ChurnZero

JULY 6, 2023

As a customer success leader, I’ve seen time and time again companies over-engineer or altogether skip the most foundational step in building a great customer experience—and that is mapping the customer journey. I suggested they map out the journey their customers’ experience from the moment they sign a contract.

Customer Journeys 52

Customer Journeys Tips Exercises Consulting 52

ECXO

JUNE 20, 2023

B2B buyers experience your brand before they ever become customers. Revisit your journey maps and your customer data to also understand what drive buyers experience before you know about them. Buyers and sales cycles are forever changed. None of the above is a one-off exercise. Be consistent.

B2B 367

B2B Brands Innovation Government 367

Experience Investigators by 360Connext

JULY 12, 2022

Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Where on the journey should we ask for feedback?

Customer Journeys 143

Customer Journeys Social Media Exercises Feedback 143

Michel Falcon Experience

OCTOBER 21, 2019

Determine Your Customer’s Pain Points. Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. In short, it’s when your team comes together to identify each interaction your customer experiences when doing business with you from beginning to end. Legacy is Crushing You.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

DCX

JANUARY 5, 2025

Welcome to the roundup of customer experience insights! We’re diving into the practical steps to fix broken journey maps, exploring how luxury brands tap into emotions, and uncovering the tech secret retailers swear by to keep customers happy. 😉 Is Your Journey Map Doing Its Job?

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52

Experience Investigators by 360Connext

JUNE 23, 2020

Without empathy around that person and that experience, you don’t only risk missing an opportunity to make your customers’ and employees’ lives better… you risk directly making them worse. For the sake of your teams and your customers, just remember these four words: Empathy is an action. So what is empathy?

Exercises 214

Exercises Culture Employee Engagement Customers 214

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

How can you create a customer-first culture? You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Building a customer-centric culture is not something you can address with a list of tactics. The Ideal Customer Journey. ” Your Known Customer.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Experience Investigators by 360Connext

AUGUST 26, 2020

But as anyone who’s been doing this work knows, customer experience requires so much more than great intentions. In practice, customer experience is messy and complicated: It requires leadership, vision, and strategy. Related: To Master Customer Experience Strategy, Master CX Mindset. Confirm your leadership goals.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

Customer Bliss

NOVEMBER 6, 2018

In doing so, they can be incredibly valuable tools for organizations to understand their customer journeys—as in an in-depth article about Intel from The New York Times a few years ago—or in today’s case, donor journeys as shown at St. Jude Children’s Research Hospital which I visited a few weeks ago.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190