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The Pitfalls of Groupthink in Customer Experience Journey Mapping

Win the Customer

Like any strategic initiative, customer journey mapping is not without its challenges. In the ever-evolving landscape of customer-centric business models, the importance of mapping out the customer experience journey cannot be overstated.

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Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

ijgolding

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. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

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Why CX Design Needs to be in Your Transportation Project RFP

The Petrova Experience

Customer Experience Breaks through Siloes. The problem is, physical space designs are too often constructed in a vacuum, without comprehensive knowledge of (or consideration for) the end-to-end customer journey of the passengers who go through the space. Customer Experience Design Principles Unify Disciplines.

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Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

ijgolding

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. The way you construct and name job a title is a reflection of the way you do business. And they hold businesses back. Probably not. It’s what you do with it that counts.

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Don't Skip this Essential Step in Improving Your Customer Experience

PeopleMetrics

You''ve got your Voice of the Customer program in place. Your Client or Customer Advisory Board is humming along. You have built a discipline around customer journey mapping. You have the attention and support of leadership for customer experience improvement. The answer is likely right in front of you.

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Joint Success Plan: The Most Collaborative tool in Customer Success

CustomerSuccessBox

Account planning should include every department responsible for revenue production, such as sales and marketing, in addition to the customer service team. The gathered data aids in the development of a customer-centric rhythm. It can assist salespeople in finding the correct customer match and asking the right questions. “

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How to Implement a Voice of the Customer Program

Interactions

An effective program can lead to better alignment between a brand and its customers, improved customer service, and elevated brand perception. It can also be effective in increasing customer loyalty and retention. . Although not new, VoC programs are essential in today’s customer-centric business initiatives.