Experience Investigators by 360Connext

JUNE 5, 2017

It’s hard to have customers if you don’t have sales. But what happens after the sale? Too often, organizations with great intentions sabotage their customer’s experience before it even starts! Understanding the true journey your customers will have makes selling to customers that much easier!

Sales 231

Sales Customer Experience CRM Consulting 231

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

CX Journey

AUGUST 24, 2017

Image courtesy of Pixabay There's a problem with journey maps? Well, not with the maps themselves but with how people talk about them. I love attending webinars and reading articles about journey mapping because I'm always curious about how others talk about them, what their approaches are, what outcomes they've achieved, etc.

Customer Journeys 116

Customer Journeys Customer Experience Professionals Sales Customer Experience 116

Comm100

JULY 6, 2021

For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. Comm100 Task Bot is a free, fun, and interactive chatbot that helps businesses of all sizes to increase engagement and drive sales. This makes fast customer support essential to your bottom line.

Chatbots 263

Chatbots Sales eBook Resources 263

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Measurement.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

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

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Measurement.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Journey Measurement.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

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

ECXO

NOVEMBER 19, 2024

Lesson for Companies : Your customers are the heroes of their own stories. To improve customer experience, companies must first understand their customers’ unique journeys, pain points, and goals. By recognizing where customers are in their journey, you can deliver personalized experiences that guide them toward success.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

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. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Customer Journeys 72

Customer Journeys Customer Success Leadership Customers 72

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 119

Customer Journeys Touchpoint B2B Social Media 119

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. The following is a preview of the content you can expect from this exclusive, live webinar. Customer Experience is not a new idea. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

InMoment XI

NOVEMBER 7, 2024

Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Totango

JUNE 8, 2021

You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. From there, we decide which customer journey we put them down. . . What advice do you have for visualizing the customer journey in order to ensure you are meeting the needs of your customers?

Customer Journeys 117

Customer Journeys Exercises Communication Engagement 117

ECXO

JUNE 23, 2024

This understanding will allow your team to create individualized success plans for your customers. Customer Journey Mapping: This is a process of visualizing the entire customer experience, from first contact through the entire relationship. Educate your customers. Upselling and cross-selling.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

JUNE 20, 2023

Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. B2B buyers experience your brand before they ever become customers.

B2B 367

B2B Brands Innovation Government 367

Vonage

MARCH 27, 2018

And how can other businesses follow suit to successfully harness the power of emotion in their customer experience strategies? So, instead of just simply changing the address, the agent might also offer to overnight ship a checkbook with the updated address to the customer. Here’s a summary of what we learned. .

Omni-Channel 228

Omni-Channel Banking Touchpoint Customer Journeys 228

SuiteCX

APRIL 19, 2016

Lets start with the first step in the customer journey, which is awareness. The best way to understand this is to conduct a journey mapping exercise. Journey mapping lets you understand how different buyer segments see the problem differently. A successful sale is not the result of a great salesperson.

Customer Journeys 100

Customer Journeys Sales Case Study Social Media 100

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Providing a seamless omni-channel service that makes sense for your customer base is essential.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

ProProfs Chat

AUGUST 14, 2020

Enable yourself to complete their journey with your brand. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently. Your customers can have an issue any time.

Customer Journeys 116

Customer Journeys Knowledge Base Self Service Customers 116

ClientSuccess

JANUARY 4, 2021

A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. As your team looks ahead to 2021, now is the perfect time to reconsider your customer journey and build more customer-centric stages.

Customer Journeys 104

Customer Journeys eBook Customer Centricity NPS 104

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 111

Sales Customer Success Strategy Industry 111

Gainsight

SEPTEMBER 5, 2022

Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. Organizations felt their way toward a better understanding of their value, learning how to improve implementations and developing new solutions to serve customers as their businesses advanced.

Customer Journeys 98

Customer Journeys Self Service e-support Touchpoint 98

Experience Investigators by 360Connext

MAY 12, 2020

Your customers will need more help as they navigate these breakdowns. Related: COVID-19 Makes Journey Mapping More Important Than Ever. Getting your executive team or other decision-makers on board with customer experience right now has some unique challenges. We need to focus on sales, not customer experience.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

Experience Investigators by 360Connext

MAY 20, 2015

Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping. Training, online events and webinars.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

ClientSuccess

DECEMBER 7, 2021

Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The post-sale survey. The post-sales survey collects customer feedback and input to ensure that salespeople – and the processes they use – set proper expectations during the sales process.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

Experience Investigators by 360Connext

MAY 13, 2015

Do you know what’s chasing your customers away? Have you tried creating a customer journey map? Is it a living tool that reflects the true digital experiences your customers encounter? Join us on May 28th for a free webinar and you’ll learn how to jump in and discover the make or break moments.

Customer Journeys 110

Customer Journeys Social Media Consulting Employee Engagement 110

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Gainsight

MARCH 9, 2022

You heard that right: in the digital-led approach, CSMs have little or no direct one-on-one contact with your customers. Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. The idea that CS can own the entire customer journey is both unrealistic and outdated. Here are three insights I took away from TSIA.

Sales 110

Sales Marketing Sports Customer Journeys 110

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

Alliance by IFS

MARCH 6, 2019

Watch the Aberdeen on-demand webinar ‘State of Service 2019’ to learn what it takes to be a best-in-class service leader. This means having a formal customer experience management (CEM) solution in place to assess the quality of a customer’s experience based on his viewpoints.

CEM 90

CEM Self Service Customer Satisfaction Technology 90

ECXO

JULY 22, 2024

Enhancing First Impressions The initial interaction with a product is critical in setting the tone for the entire customer journey. Regular Webinars: Offering webinars and Q&A sessions to address common queries and provide deeper insights. Therefore, robust onboarding remains indispensable.

B2B 207

B2B Customer Experience Self Service e-support 207

InMoment XI

OCTOBER 8, 2024

Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195