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. It’s an effective tool for uncovering potential pain points and identifying opportunities for improvement.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Customer Guru

AUGUST 8, 2018

Jeannie Walters is the CEO and Founder of 360Connext, a global customer experience consultancy firm. Her vast experience of over 20 years helps her clients achieve employee engagement, customer loyalty, and overall customer experience. She is a certified CCXP, CX Expert, TEDx Keynote Speaker and renowned blogger.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Maru Group

FEBRUARY 19, 2020

They discussed understanding customer needs in relation to Distributed Energy Resources (DERs). Customer journey mapping is also an important tool for utility providers, as it ensures new programs and initiatives are achieving consumer goals.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer centricity 105

Customer centricity Customer Experience Construction Chief Customer Officer 105

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. They can range just a single yes/no question to elaborate market research tools. The main weakness of surveys is they tend to get input from very happy or unhappy customers.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Netomi

JANUARY 5, 2022

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. 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