Accountability Exercises Journey mapping Metrics 
CX Journey
APRIL 25, 2018
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. The output is not just a “pretty picture;” once the map is developed, it is meant to be a catalyst for change.
ClearAction
OCTOBER 25, 2022
Account: how managers are accountable for application of CX insights reveals your CXM ROI. 5 CXM competencies are Metrics & Analytics, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Operationalized CX Strategy. These 4 A’s are what’s missing in typical journey mapping.
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CX Accelerator
DECEMBER 31, 2018
The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? She even includes several exercises in the book.
ClearAction
FEBRUARY 13, 2023
Leading Customer Experience as a Team Sport has a true-false quiz for each module, whereas the CCXP Exam Course has 275 multiple choice questions and module-specific workbooks with Topic Exploration, Application, and Mastery exercises. Almost-automatic CX excellence means preventing issues for customers consistently.
ChurnZero
FEBRUARY 28, 2020
But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement. Are these at-risk accounts?
ClientSuccess
NOVEMBER 15, 2017
For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. For this blog, we’re going to focus on the customer journey that begins the moment a sale is closed.
ChurnZero
JULY 16, 2021
It’s an important exercise for anyone who’s sending any kind of messaging to your customers, whether they’re Customer Success or not. A [Britt]: That’s the beginning of a good customer journey map exercise post-sale. But those are the things that you really have to take into account.
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