Experience Investigators by 360Connext

SEPTEMBER 24, 2014

I’ve taken advantage of this perk when traveling , most recently in New York City. Here’s a perfect example of an easily overlooked minor moment in a customer journey which creates an unnecessarily negative nuisance for customers. Micromapping could help avoid customer frustrations like this one.

Customer Journeys 282

Customer Journeys Social Media Consulting Travel 282

Kerry Bodine

JULY 26, 2016

I love bringing our clients’ customers into journey mapping workshops. There’s nothing quite like hearing about customers’ enjoyable, confusing, and downright frustrating experiences while talking with them face to face. Learn the journey mapping methodology. Enjoy a getaway. Have their say.

Customer Journeys 120

Customer Journeys Travel B2B Tips 120

Experience Investigators by 360Connext

APRIL 13, 2021

Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Customer interviews can be a key step in: Customer Journey Mapping. Building Customer Personas. Diving deeper into an identified problem or customer challenge. I love talking to customers!

Customer Journeys 291

Customer Journeys How To Feedback Brands 291

Kerry Bodine

MARCH 20, 2019

It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. The post Journey Mapping & Facilitation Bootcamp: May 8-9 in Chicago appeared first on Bodine & Co.

Customer Journeys 120

Customer Journeys Travel Training Engagement 120

Kerry Bodine

MARCH 20, 2019

It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. The post Journey Mapping & Facilitation Bootcamp: May 8-9 in Chicago appeared first on Kerry Bodine.

Customer Journeys 120

Customer Journeys Travel Training Engagement 120

Experience Investigators by 360Connext

APRIL 27, 2021

Customer experience is often launched with tactics instead of a strategy. Someone decides “we need a journey map!” or “let’s start a Voice of the Customer program!”. Know your customer and their actual journey. Understanding the customer is key. What do customers want? Be your own customer.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Kerry Bodine

JUNE 6, 2017

Recruiting is also a topic of extreme curiosity for our clients and attendees of our open enrollment journey mapping workshops. How do we get customers to want to come to a workshop in the first place? Below I’ll tackle some of our most frequently encountered questions and concerns. Bribe them!

Customer Journeys 120

Customer Journeys Travel B2B Customers 120

Experience Investigators by 360Connext

JANUARY 21, 2015

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around the experience. Don’t fool yourself!

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

ECXO

DECEMBER 25, 2024

Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

AUGUST 4, 2020

Source: Customer Experience Journey Mapping Course from Linkedin Learning and Jeannie Walters. Defining who your customer is, along with what customers you want, is a key step in designing the right experiences for them. What if different products have different customers? Customer service requests.

Customer Journeys 265

Customer Journeys Data How To Social Media 265

CloudCherry

MARCH 19, 2019

In other words – through delivering a well-executed customer experience. Importance of Journey Mapping. The key to cost cutting strategically and to linking improvements to financial metrics is by connecting every action to your customer journey map. Don’t forget to pull out your customer journey map!

Financial 218

Financial Metrics Customer Journeys NPS 218

ijgolding

DECEMBER 11, 2014

There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. I flew with Norwegian for the first time this week.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

InMoment XI

NOVEMBER 16, 2023

This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst leveraging productivity studies and insights to make informed investment decisions. Here are the highlights and takeaways from the session!

Healthcare 447

Healthcare Culture Travel Study 447

Experience Investigators by 360Connext

JULY 13, 2015

Customer journeys are often represented in the same way. We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! They exit into a converting customer. But customer experience travels on, past the prospecting and sales phase and well into the relationship with the customer. .”

Customer Journeys 110

Customer Journeys Social Media Travel Loyalty Programs 110

ijgolding

SEPTEMBER 25, 2018

However, whilst I will never take for granted how lucky I am being able to travel around the globe, it is not quite as glamorous as you might think. Most of my life is spent on buses, taxis and trains, travelling to chaotic, disorganised airports, being herded along with my fellow passengers like cattle to my economy class seat!!

Travel 247

Travel Hotels Customer Journeys Transportation 247

Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. She is a regular speaker at CX events and conferences across Europe. This past year, it was 800+.

Travel 204

Travel Industry Hotels Customer Journeys 204

CX Journey

MARCH 21, 2018

Traditionally, customer experience professionals have no budget. Be sure to factor in their time, materials, resource, and travel needs and expenses. Those financial resources fall into the budgets of the departments where changes are to be made. Consultants, but just keep associated costs in mind under this header.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Creating an amazing customer experience (CX) is an intentional process. Customer journey mapping is a foundational part of that process.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

Customer Bliss

AUGUST 29, 2019

Exceptional CX is memorable and good news travels fast. I strongly encourage you to download this report for further insights that you can use to your advantage while thinking through your company’s journey map and experience. Invest in your CX, and your business will be rewarded with customer accolades and loyalty!

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

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

ECXO

APRIL 18, 2024

Lecturer at Università Bicocca in Milan, Italy, for Digital Customer Service-related topics (Master MADIM). People, travel, music lover, and rugby-addicted because life is oval. Hosted by: Sylvia Lohr , Principal Product Marketing Manager at Microsoft.

Insurance 334

Insurance Consulting Travel B2B 334

Experience Investigators by 360Connext

APRIL 28, 2020

Consistent experiences show the customer they can depend on your brand, instead of guessing what each experience will be like. A lot of travelers rely on the consistent experience of McDonald’s or Starbucks. Customer Trust is confirmed with reassurance. Reassurance is critical in any customer journey, at any time.

Customer Journeys 225

Customer Journeys How To Measurement Customers 225

ijgolding

SEPTEMBER 24, 2014

I am very fortunate to travel a great deal as I help and guide organisations on their customer centric journeys. Last week I had the pleasure of travelling to Kuala Lumpur. Due to a complicated schedule, I ended up travelling out to Kuala Lumpur with Emirates and home again with Etihad. So let’s get started!

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. It encompasses the entire customer journey — through processes, policies, and people.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

ECXO

MAY 16, 2024

The customer-centric leader drives development based on the customer journey A customer journey is the total experience that a customer has with an organization, from the first encounter or interest in a product or service, through the entire process, including sales, delivery, customer service, and possibly complaints.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

Experience Investigators by 360Connext

MARCH 17, 2020

My travel calendar is clear. Here are a few ideas for those leaders who are looking for ways to keep the customer experience momentum going in these uncertain times. Use your existing customer journey maps to find ways to address specific challenges. If you have a journey map , now is your time to use it.

Customer Journeys 178

Customer Journeys Customer Experience How To e-support 178

ijgolding

SEPTEMBER 1, 2014

The Golding summer holiday to Menorca featured all the usual ‘travelling’ touchpoints as described. Some of them were not particularly pleasurable (the travelling touchpoints that is). Smiling is such a simple and cost effective customer experience ingredient, you have to wonder why people do not do it more often.

Travel 271

Travel Touchpoint Employee Engagement Customer Journeys 271

BlueOcean

MARCH 24, 2025

The more mundane details of the SOW should be included here too: from billing and payment specifics, travel expenses, and term agreements to warranties, liabilities, insurance, compliance, and confidentiality. Making time to discuss how your data relates to the customer experience and customer journey on a regular basis will be essential.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The customer goes to the shop.

Customer Journeys 78

Customer Journeys Hotels Travel System 78

InMoment XI

JULY 13, 2023

The key is in adapting your perspective to see these adjustments as a fine tuning rather than a complete abandonment of the preexisting travel plan. This integration empowers organisations to leverage comprehensive data, driving focus and strategic changes that are aligned with evolving customer needs.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. 1: map your customer journey.

ROI 309

ROI How To Touchpoint Hotels 309

CX Journey

MAY 4, 2017

And, yes, journey mapping is, and will continue to be, one of those offerings. Thank you to everyone who has been on this journey with me over the last several years. I hope you'll continue to travel with me for years to come. I'm grateful for all of you! Not all those who wander are lost.

Customer Journeys 171

Customer Journeys Travel Customer Experience Professionals Strategy 171

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Then customers pay, typically a monthly or annual licensing fee, to use the software for their data and receive the customer support and software updates necessary. TripIt by Concur – This travel organizer has saved me on countless occasions. They may never actually use the product after signing up!

Customer Journeys 110

Customer Journeys Software Consulting Hotels 110

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

ClientSuccess

DECEMBER 27, 2022

Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle. Ensure that there is proactive support throughout the customer journey. Are You Ready to Build Your Customer Success Journey Map?

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

ijgolding

DECEMBER 17, 2014

In that review I make it clear that whilst they are doing well in the delivering the experience they do, they must as a business be conscious of the complete ‘end to end customer journey’ – failures like this, whilst an exception, are part of that end to end journey.

Airlines 209

Airlines Company Customer Journeys Travel 209