Customer Bliss

SEPTEMBER 19, 2017

Prior to Alteryx, Libby was a leading sales representative for the media, advertising, telecommunications and automotive industries at Strategic Mapping, a provider of spatial analytics and mapping software. Losing customers in a period of growth. It moved the CX journey map process outside of just the CX silo.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

Ecrion

FEBRUARY 20, 2020

Beyond simply identifying your customer’s pain points, you need to understand the motivation behind the customer journey. Tracking, recording, and examining customer behavior provides valuable insight into how clients are interacting (or not interacting) with your brand. What is a Customer Journey Map?

Customer Journeys 103

Customer Journeys How To Touchpoint Roadmap 103

Kerry Bodine

NOVEMBER 30, 2020

We want to help you make that happen with four offers to bolster your customer experience efforts over the upcoming year. Now through Friday, December 4: Save $500 on our Journey Mapping Master Toolkit , the industry’s only solution to combine the expert instruction and ready-to-use tools you need to create effective journey maps.

Customer Journeys 35

Customer Journeys Sales Roadmap Consulting 35

InMoment XI

NOVEMBER 22, 2024

Happy customers are more likely to extend their subscriptions and purchase additional features. Collecting and analyzing feedback allows you to provide more value, which increases sales, subscriptions, and revenue. Customer satisfaction results in positive reviews and testimonials.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Even customer journey maps can neglect key phases of the customer experience. Know the ideal customer journey.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

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

Retently

OCTOBER 1, 2018

We believe that happens because not enough businesses use a customer journey map to keep track of clients’ desires, needs, and behaviors – basically the kind of information that can help you prevent high customer churn rates. What Is the Customer Journey? What Is a Customer Journey Map?

Customer Journeys 91

Customer Journeys Touchpoint CEM Social Media 91

InMoment XI

JANUARY 27, 2025

But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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. This should align with your company’s overall business strategy.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Experience Investigators by 360Connext

JANUARY 10, 2023

Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey. Sales are up thanks to referrals and positive word-of-mouth marketing.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Gainsight

DECEMBER 19, 2023

A carefully crafted customer journey is not static. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

Retently

MARCH 11, 2025

Key Takeaways Reviewing and analyzing customer feedback is a daily priority CX Managers track reviews, surveys, support tickets, and returns to spot patterns and escalate critical issues. And now that weve seen how CX collaborates across teams, lets move on to another critical part of the job: optimizing the ecommerce customer journey.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

JANUARY 10, 2023

Do you need a customer experience manager dedicated to managing this effort? Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. Let’s find out. What Kind of Background Should a CX Manager Have?

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Thematic

APRIL 1, 2025

CRM and Sales Data: Purchase histories link customer value to feedback. Market Research & Focus Groups: Provide deeper context around customer needs. Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

ECXO

MAY 11, 2023

.’ And being able to organise around your customers pays. Research by McKinsey discovered that companies that get organised and manage CX can realise a 20% improvement in customer satisfaction, a 15% hike in sales conversion, a 30% reduction in the cost to serve and a 30% increase in employee engagement.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Education Services Group

JUNE 20, 2023

Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. We’ve talked Awareness, Consideration, and Acquisition.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. Customer retention statistics: More than 6 in 10 U.S. Though CSAT only reflects a slice of the greater customer journey , it’s a good start.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 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. Getting to Yes: A 7-step Roadmap to Successful Project Management. Should it be Both?

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

GetFeedback

SEPTEMBER 19, 2018

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. Lost Sales Feedback. Is your product living up to customer expectations?

Survey 199

Survey Net Promoter Score Data Effort Score 199

InMoment XI

OCTOBER 7, 2024

Google Post Publishing Drive sales with easy publishing from Local Listings Promote your business updates, sales, and events directly on Google through streamlined post publishing. Engage local customers and enhance local business listing visibility, ensuring your business stays top-of-mind as potential customers browse online.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

ReviewTrackers

MARCH 14, 2019

The Importance of Customer Journey in Banking. This makes it critical for banks to get into the customer journey mindset. Knowing the customer’s process from beginning to end is hugely important. What Does Customer Journey in Banking Mean? . Keys to Success: Customer Journey in Banking.

Banking 94

Banking Customer Journeys Touchpoint Rewards Programs 94

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

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

InMoment XI

MAY 3, 2024

Foot Locker stands out as a beacon of innovation and customer-centricity. At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey.

Retail 195

Retail Return on Investment ROI Analysis 195

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 133

Customer Journeys Survey Effort Score NPS 133

InMoment XI

OCTOBER 10, 2023

What Exactly Are Customer Service Metrics? Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. They answer critical questions: How efficiently are customer queries being addressed?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

DCX

NOVEMBER 10, 2024

Journey-Centric Design: Zoom Out for CX Wins Choice Isn’t the Enemy—It’s the Advantage The Tech Supercycle: Brace Yourself Why Friendly Staff Are CX Gold Mastercard’s AI Game: Faster Service, More Sales NEW from DCX: Train Every Department on Customer-Centricity: How to Make It Real for Them!

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. The GTM team uses these insights to determine the best way to work together to set customers up for success and future growth.

Sales 95

Sales NPS Customer Success Customer Journeys 95

ShepHyken

FEBRUARY 28, 2020

Jim didn’t win every sale, who does, but he always outperformed his counterparts. He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Before Jim gave his sales pitch, he did something very interesting. Except for Jim.

Roadmap 124

Roadmap Sales Airlines Case Study 124

Lumoa

OCTOBER 12, 2020

But all companies, even companies with less mature programs, get tons of customer feedback thrown their way from another source: the customer themselves. Conversations with support team members and sales team members happen every day. That information is relayed to the product team, who adds that feature to the product roadmap.

Feedback 195

Feedback How To NPS Customer Centricity 195

Totango

NOVEMBER 3, 2022

Start with defining the customer journey. While teams may often refer to “the customer journey,” how do you ensure alignment and shared understanding of what that means across your business? Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

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