CX Accelerator

OCTOBER 3, 2019

In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer?

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer?

Tips 182

Tips Culture Exercises Feedback 182

DCX

OCTOBER 29, 2024

(See below for how to run one) Role-playing, empathy mapping, or even customer shadowing helps your team see things from the customer’s perspective. These exercises don’t just teach; they build a culture of care. Action Step: Schedule a 30-minute empathy exercise for your team next week.

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

CX Journey

SEPTEMBER 15, 2015

During the current state mapping exercise, you’ll uncover what the customer is doing, thinking, and feeling; what’s going well; what isn’t; and what those key moments of truth are. And you can't jump ahead to the last chapter of the book without reading the 17 chapters that come before it.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Customer Voice 80

ijgolding

JANUARY 17, 2017

Do you know if your own people are engaged in what you are supposed to be doing for your customers? Customer Experience Culture – Customer Experience communication and engagement. Are your own people advocates or ‘fans’ of what you are supposed to be doing for your customers? Voice of the Employee measurement.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Zeisler Consulting

AUGUST 10, 2020

Often through the exercise of alignment, companies and departments even end up revisiting and revising their corporate strategies when it’s discovered that their Mission and/or Vision aren’t compelling from the perspective of their Customers. Simply put: VoC is not just surveys. It’s much, much more than that.

Culture 93

Culture Customer Centricity Exercises Strategy 93

CX Journey

APRIL 3, 2019

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

Totango

JUNE 4, 2019

By understanding what is Voice of Customer and leveraging this information, you can gain a competitive advantage over companies that aren’t listening to their customers. What is Voice of Customer? Voice of Customer is all about collecting, listening, and learning.

Voice of Customer 83

Voice of Customer Net Promoter Score Feedback Competitive Advantage 83

Hero Digital

JUNE 4, 2019

But all of these excuses are barriers to successful digital transformation as customer expectations evolve. The key to being competitive lies with simple customer service. Be sure to include more than just the Marketing department, making space for perspectives from IT, Product Owners, and Sales too!

Customer Journeys 68

Customer Journeys Customer Experience How To Fashion 68

ShepHyken

MAY 29, 2020

An important thing to note about a customer-centric culture is: it is deliberately designed to be that way. The CEO (and the entire leadership team) must be committed to bringing the customer voice into all they do. That also means that they must lead by example and model customer-centric behaviors.

Customer Centricity 65

Customer Centricity Culture Customer Journeys Leadership 65

CX Journey

SEPTEMBER 8, 2016

Think about your interactions with companies like Southwest Airlines, Zappos, or Ritz-Carlton; these companies have created intentional cultures of employee experience, happiness, and engagement first because they know that if their employees are miserable, their customers will be, too.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

SurveySparrow

SEPTEMBER 29, 2023

Incorporate interactive exercises, brainstorming sessions, and role-playing to keep the energy high and the creativity flowing. Combine presentations, visuals, and practical exercises. Have them create detailed maps of the entire customer journey , highlighting pain points and opportunities for improvement.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

ChurnZero

MAY 20, 2021

Key Focus Areas: Corral all your scattered customer resources At this phase, you probably have accumulated a great deal of customer resources – such as an LMS, a knowledge base, training materials, support chats, certifications, and so on – that are dispersed across departments and applications. Common Pitfalls.

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

Maru Group

MAY 30, 2019

In the past year, we have seen an increasing number of organizations undertaking customer journey mapping (CJM) programs. While this statistic is based on a qualitative assessment, as many as half of the CX leaders we work with admit to not infusing their customers’ perspectives into their CJM engagements.

Customer Journeys 40

Customer Journeys Exercises Insurance Resources 40

Maru Group

MAY 30, 2019

In the past year, we have seen an increasing number of organizations undertaking customer journey mapping (CJM) programs. While this statistic is based on a qualitative assessment, as many as half of the CX leaders we work with admit to not infusing their customers’ perspectives into their CJM engagements. Ensuring Customer Engagement.

Customer Journeys 40

Customer Journeys Exercises Insurance Resources 40

ClearAction

APRIL 16, 2024

Pre-test scales for consistent interpretation Likewise, when different types of customers interpret your scales differently, it’s impossible to accurately interpret their responses. Instead, pay attention to what customers say during your word strip exercise above. This means low statistical validity.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

DCX

SEPTEMBER 22, 2024

The New Business Imperative The Dark Side of the Experience Economy AI Whisperers: Tuning into Customer Voices in the Digital Noise Your First 100 Days as a CX Leader Fail Daring Greatly Enjoy! 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

The New Business Imperative The Dark Side of the Experience Economy AI Whisperers: Tuning into Customer Voices in the Digital Noise Your First 100 Days as a CX Leader Fail Daring Greatly Enjoy! 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Sports 52

Sports Social Media Roadmap Feedback 52

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. Matt Kearns, Sr. Connecting people to understand the use cases person to person has been beneficial.”.

Customer Success 59

Customer Success Company Management Roadmap 59

DCX

JULY 30, 2024

Illustrating customer impact: Regularly share user stories and feedback, both positive and negative, to make the customer's voice heard in the development process. Example: A feature developed based on customer feedback led to a 30% increase in daily active users. Mark www.marklevy.co

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SurveySparrow

APRIL 11, 2023

Identify new business opportunities based on customer feedback. Understand the customer voice and trends. Disadvantages of using the Microsoft Forms survey tool: Survey options are minimal, and not ideal for complex feedback exercises. Limited customization options (only color and theme).

Survey 52

Survey How To Net Promoter Score Multi-Channel 52

DCX

JUNE 11, 2024

Brand storytelling is all about using the power of narrative to show your customers who you are, what you're about, and why they should care. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful. Mark www.marklevy.co

Strategy 52

Strategy Gamification Case Study Innovation 52

Verint

SEPTEMBER 7, 2017

Above all, planning the conference should be more than an exercise in “finding and fixing” last year’s glitches. How do we ensure the best possible experience for our customers? That’s why it’s important for the CX team to make a critical assessment to be sure the event hits the target every year.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

SmartKarrot

APRIL 18, 2022

Post examination of the findings the Product Team decides to additionally obtain an understanding from the users on what could help them in their day-to-day customer success activities. The survey capability within SmartKarrot is used as a primary ‘voice of the customer’ mechanism for this exercise.

Customer Success 10

Customer Success Survey Software Voice of Customer 10

Experience Investigators by 360Connext

MAY 15, 2024

Jignesh Shah - VP of Products & GTM leader @ Blackhawk | LinkedIn Build Your CX Foundation as an Organization Suraj “SUV” Venkitachalam , Senior Director, Customer Voice Strategy and Execution at Cisco, attributes his team’s CX success to the alignment they’ve driven in the organization. And we continue to adaptively manage that.”

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

DCX

JUNE 25, 2024

To study the one constant in the ever-changing landscape of customer interactions – human emotion. This isn't just another customer persona exercise. Instead, it's a living, breathing document that evolves with your customers' emotional journeys. Where do customers feel frustrated? Counterintuitive?

Travel 52

Travel Customer Experience Roadmap Exercises 52

DCX

AUGUST 25, 2024

By rethinking your relationship with data, you can transform your CX strategy from a metrics reporting exercise into a driver of meaningful, customer-centric business decisions. You'll boost your credibility within your organization and create more impactful and sustainable customer experiences.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

DCX

AUGUST 25, 2024

By rethinking your relationship with data, you can transform your CX strategy from a metrics reporting exercise into a driver of meaningful, customer-centric business decisions. You'll boost your credibility within your organization and create more impactful and sustainable customer experiences.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Voice of the Employee. Voice of the Market. Voice of the Business.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40