Coaching Feedback Journey mapping Surveys 
Customer Service Life
MAY 6, 2019
During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. What worked. This added some awkwardness to the exercise.
CX Journey
JULY 7, 2015
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. This is a common starting point for maps. You put it on the wall. Keep going.
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GetFeedback
AUGUST 14, 2019
Invite them into the feedback loop by sharing the complaints and comments they hear from customers. For more on collecting and taking action on customer feedback, check out our free Voice of the Customer (VoC) guide. Such as: (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers .
Eptica
JUNE 12, 2019
OK, so, you’re listening to customers and getting all of this great feedback, but the experience isn’t improving. Practice proper survey and program design The saying “garbage in, garbage out” couldn’t hold truer for your VoC program. Don’t sell with your surveys. What gives?
CX Accelerator
DECEMBER 31, 2018
Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?
Global Response
MARCH 27, 2024
Start with a customer journey map to understand the different touchpoints in which customers interact with your business. This controlled environment allows you to gather initial feedback and observe the script’s effectiveness. Solicit agent feedback. Collect customer feedback.
Steve DiGioia
SEPTEMBER 16, 2016
Using a process like customer journey mapping, companies can clearly show how every role impacts the end customer. BF : Yes, we constantly survey both our owners and tenants. We view feedback as a gift so it’s really important to close the loop. More important though is acting upon the insight that is delivered.
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