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Building a Great CX Team

CX Accelerator

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Change Management.

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Critical Steps To Ensure Your Program Is Not Seen as Something Soft and Fluffy

Beyond Philosophy

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.

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5 Top Customer Service Articles of the Week 6-7-2021

ShepHyken

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona.

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5 Top Customer Service Articles for the Week of October 2, 2017

ShepHyken

How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well.

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From Journey Map to Experience

CX Journey

Are you listening to customers? Are you mapping their experiences? What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. And how well is that going for them? No excuses; they must be there.

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3 ways to effectively scale your CS operation

Totango

Their discussion covered three key strategies for powering up customer success. Organize your communication channels Nick Chang recognizes that it can be challenging to build a customer-centric framework. By putting the customer at the heart of operations, businesses can unlock growth and success for everyone in play.

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Customer Centric Service Design

ClearAction

Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! Business processes affecting the customer’s steps and issues are shown in the Process row.