Customer Guru

AUGUST 8, 2018

She is the author of the best-selling book “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” ” Her blogs are regularly published on eminent publications such as Forbes and The Harvard Business Review. Bob Thompson Follow @Bob_Thompson. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. Employee engagement then becomes a CX strategy challenge.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Click here to enlarge map) . There are dozens of possibilities.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Temkin Group was acquired by Qualtrics in October 2018. Jake Perez.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. They also use customer lifetime value(CLV), share of wallet, and retention. So they look at employee engagement, eNPS, and, especially, retention and turnover numbers.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Customer Guru

DECEMBER 13, 2017

Mapping the customers for each department gives a clear view of how the department’s work impacts the customer experience of the end customer, who is most likely being served by the sales and account management department. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119