ChurnZero

MAY 20, 2021

Since your map wasn’t built from the customer perspective, you have no idea if your customer is getting value within the ideal timeline. Whenever you add a touchpoint to a customer map, you must ask yourself: what value does this bring to the customer? Common Pitfalls. Think about your team structure.

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

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

A well-executed workshop helps you identify unique strategies and customer touchpoints that differentiate your brand from the competition. When your customers see something special, they’re more likely to choose your performance over others. Combine presentations, visuals, and practical exercises.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 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! Fail Daring Greatly Brené Brown's speech is a powerful call to action for customer-obsessed leaders. Mark www.marklevy.co

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! Fail Daring Greatly Brené Brown's speech is a powerful call to action for customer-obsessed leaders. Mark www.marklevy.co

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

JULY 30, 2024

Example: "Our goal isn't just to answer 100 calls a day, but to resolve 95% of customer issues on the first contact." Illustrating customer impact: Share customer journey maps highlighting touchpoints where service interactions make or break the experience.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

DCX

JUNE 11, 2024

Identify Key Touchpoints Take a good hard look at your customer journey and pinpoint the spots where going hands-free could really make a difference. 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. Mark www.marklevy.co

Strategy 52

Strategy Gamification Case Study Innovation 52

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.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

DCX

JUNE 25, 2024

This isn't just another customer persona exercise. Instead, it's a living, breathing document that evolves with your customers' emotional journeys. Start by identifying key emotional touchpoints in your customer journey. Where do customers feel frustrated? What's really driving that frustration? Overwhelmed?

Travel 52

Travel Customer Experience Roadmap Exercises 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. Understand your customers’ expectations better. Voice of the Employee.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40