CX Accelerator

JUNE 27, 2018

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. How does Vanderbilt design a patient experience capable of so much?

Hospitality 140

Hospitality Customer Journeys Customer Experience Innovation 140

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

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. Otherwise, your information silos stay intact and your customer journey remains fragmented.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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

InMoment XI

OCTOBER 14, 2024

A hospital sends comprehensive feedback surveys to patients every time they are discharged. However, the hospital fails to follow up with them properly or take their feedback into account. The order in which you ask questions in your survey should be consistent with the customer journey. Design personalized surveys.

Survey 195

Survey How To Hospitality Feedback 195

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. A positive guest experience involves going beyond basic customer service. It encompasses the entire customer journey — through processes, policies, and people.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

ECXO

JUNE 11, 2023

How do customers experience your brand – across touchpoints? Develop a customer journey map – (re)mapping the customer journey will help you identify areas where you can improve the customer experience. How have journeys changed since Covid? Where are the pain points?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

C3Centricity

JANUARY 13, 2021

It is also loaded with examples of how great insights can be turned into powerful ad campaigns that connect with customers and motivate them to buy. #4. How to Map Your Customer Journey & Overlay their Emotions. How to Improve Customer Centricity in Hospitality. Is Packaging Part of Product or Promotion?

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

BlueOcean

MARCH 3, 2025

Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes a more central role in your go-forward plan? Ideally, the customer wont even recognize that the companys customer service is outsourced to a contact center.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Episode overview. About Jackie.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

InMoment XI

OCTOBER 24, 2024

When you can engage with customers across different platforms and see where those customers have contacted you and what they have said, you are more equipped to help them with their inquiries. Research shows that loyal customers are 64% more likely to make more frequent purchases from your business than regular customers.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

MAY 14, 2022

The customer stories shared at various touch points throughout the customer journey not only capture the thoughts, feelings, and attitudes within each unique experience, but confirm the congruence—or lack thereof—between customer expectations and the reality of the experience delivered. Remember the Tiffany example?

Brands 370

Brands Retail Loyalty Competitive Advantage 370

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. You can also support and donate to The Lab.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Kayako

APRIL 15, 2019

With regard to the things businesses can do to provide a better customer experience, Shep talks about how the customer experience can always be improved, and that businesses need to be able to identify where things need to get better. To do this effectively, one needs to journey map the heck out of their business!

Customer Experience 213

Customer Experience Self Service Hospitality Customer Journeys 213

Wired and Dangerous

MAY 22, 2017

Some night lights are a symbol of hospitality (“We’ll leave a light on for you”). Today’s wired and dangerous customers expect to journey through their experience with your organization without friction, hassle or delay. This has become the customer’s expectation rather than the exception to their journey.

Customer Journeys 96

Customer Journeys Hospitality Customers Examples 96

InMoment XI

SEPTEMBER 1, 2022

Why Is Customer Retention Important? Regardless of the industry you’re in, retaining your customers should be one of the top four goals of your overall business (alongside acquiring customers, increasing customer lifetime value via cross-sell and upsell efforts, and reducing operating costs). Eliminate Customer Friction.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

SurveySparrow

SEPTEMBER 23, 2020

Enhancing employee experience can foster job satisfaction, improve employee engagement, makes the employee journey smooth, boost employee retention, and productivity in every industry. Here, we’ll explain what exactly an employee journey map is and how you can leverage its advantages. What is an Employee Journey?

Customer Journeys 59

Customer Journeys Employee Engagement Employee Experience Feedback 59

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. For example, different sources may record customer names in different formats. It also informs strategies that better meet customer needs, reducing their chances of choosing competitors.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Experience Investigators by 360Connext

OCTOBER 3, 2023

The opportunity now is for CX leaders to get better at finding and activating unspoken insights from the customer journey, understanding what our customers tell us when they’re simply behaving as normal. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Feedback 270

Feedback How To Social Media Analysis 270

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! So, if a competitor somehow offers an even smoother customer journey , they can be swayed even if it means they’ll have to spend more. Pricing isn’t a huge concern for them.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Wired and Dangerous

SEPTEMBER 23, 2019

Some night lights are a symbol of hospitality (“We’ll leave a light on for you”). Today’s wired and dangerous customers expect to journey through their experience with your organization without friction, hassle or delay. This has become the customer’s expectation rather than the exception to their journey.

Customer Journeys 89

Customer Journeys Hospitality Customer Expectations Customers 89

Customer Bliss

SEPTEMBER 19, 2019

In today’s episode, Lisa Allen , the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology to change the way the organization addresses patient experience. How do you lead an organization’s CX when there’s no blueprint for you to follow?

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

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

Steve DiGioia

APRIL 27, 2020

Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. In a way, it’s like “journey mapping” but instead it focuses on all the specific steps needed to complete any given task. …why some plans fail and 4 methods for continuous improvement.

Customer Journeys 227

Customer Journeys Hospitality Innovation System 227

BlueOcean

MARCH 30, 2018

Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outsourcing takes a more central role in your go-forward plan? Ideally, the customer won’t even recognize that the company’s customer service is outsourced to a contact center.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

Michel Falcon Experience

JANUARY 16, 2020

If not, he’s one of the most recognizable hospitality entrepreneurs, owns Shake Shack, bestselling author and more! Above: Danny Meyers, the Chief Executive Officer of the Union Square Hospitality Group. Do you have plans to host a customer journey mapping workshop this year? Customer Journey Mapping.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Retently

NOVEMBER 29, 2024

This blend provides a well-rounded view of customer sentiments and highlights specific areas for improvement. Each stage of the customer journey requires targeted questions that align with the interaction. In Retail , an unfriendly store layout can leave customers feeling overwhelmed.

Survey 121

Survey Ecommerce Feedback e-support 121

BlueOcean

APRIL 18, 2017

Michael’s Hospital in Toronto, Ontario. In the contact center, this is when both partners are focused on navigating the customer experience with an innovative approach to improving customer satisfaction. Ideally, the customer won’t even recognize that the company’s customer service is outsourced to a contact center.

Contact Center 180

Contact Center Customer Journeys Hospitality Culture 180

PK

OCTOBER 19, 2020

As the hospitality sector heads into uncharted waters, the guest experience needs to remain top-of-mind. The post Home away from home: Guest experience in hospitality appeared first on PK. In light of recent mass layoffs—namely, Disney theme parks, Carnival Cruise Line and MGM Resorts—one […].

Guest Experience 64

Guest Experience Hospitality Customer Retention Customer Journeys 64

Kitewheel

AUGUST 24, 2020

It is hard to believe that less than half a year has passed since we last published our annual State of the Customer Journey report. Industries like travel, retail, hospitality, and many others have been changed, potentially forever. And yet, the value of journey orchestration and analytics to our clients has only grown.

Customer Journeys 78

Customer Journeys Trends Call Center Analytics 78

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

InMoment XI

AUGUST 14, 2024

Generative AI : Utilizing AI to generate meaningful responses and prompts, encouraging richer customer feedback. Integration : Combining feedback with other data sources for a comprehensive view of the customer journey. This insight can lead to operational changes that enhance patient experience and care quality.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

Experience Investigators by 360Connext

JULY 26, 2022

I recently spoke to a group who expressed frustration that so many employees saw customer experience as “only for the customer-facing teams” like customer service and sales. There was no engagement from teams like IT or supply chain management, even though their work has a very direct impact on the customer journey.

Customer Journeys 143

Customer Journeys Sports ROI Return on Investment 143

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. Furthermore, travel businesses need to better understand and react in real-time to the needs of their customers. To accomplish this, they need to better manage their customer journeys. Customer Journey Tracking Works.

Travel 40

Travel Hospitality Customer Journeys Examples 40

InMoment XI

AUGUST 1, 2024

Understanding customer sentiment provides so many advantages for CX leaders—which ultimately lead to both strategic and operational improvements: Enhanced Customer Experience : By pinpointing and addressing pain points revealed through sentiment analysis, businesses can significantly elevate the overall customer experience.

Measurement 195

Measurement Effort Score How To Hotels 195

Customer Bliss

JULY 7, 2016

We want money going to the hospital. Here’s a picture of the Northern Lab: Customer Experience Podcast Lessons: Journey-Mapping, Specifics, And Guiding Others. Journey Mapping Is Crucial: Samir Bitar of the Smithsonian, my fourth episode guest , helped build the first journey map ever for the museums.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141