Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Thompson and I talked about this state of Customer Experience as described.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ClearAction

DECEMBER 12, 2017

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! 3) How will the solution work for the customer? 2) What is going to be built?

Customer centricity 54

Customer centricity Feedback Surveys Accountability 54

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively. CSM Mastermind: Handling High-Risk Customers and Preventing Churn. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization. Scaling Customer Success (playlist) : Working smarter to scale through automation and data.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Education Services Group

FEBRUARY 16, 2022

The opportunities and challenges are immense and are driving the tremendous pressure executives face as they work to accelerate the way their organizations operate and deliver value to customers and to the business. The answer to this (customer-centricity), and the consensus opinion, sounds so simple and it belies a hard truth.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Totango

AUGUST 18, 2022

Completing these steps enables a new customer to start making practical use of your product and its features. Thus, in your customer journey map , onboarding fills in the gap between your customer’s conversion to a premium buyer and their adoption of your product into their daily workflow.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

ClearAction

NOVEMBER 2, 2017

Customer Experience Handoff Silos are the Heart of Success Lynn Hunsaker. One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies horizontally. 2) Customer-Centric Priorities.

Customer Experience 63

Customer Experience Customer centricity Employee engagement Journey mapping 63

RapportBoost

DECEMBER 10, 2018

While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing and sales to connect dots and solve the big problems. But it also allows us, for example maybe customer’s preferences for privacy, just to give an example, so here at Comm. Tony: Absolutely. Kaye: Great, certainly.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Nicereply

MAY 30, 2022

A customer journey map such as the one shown above is also a great way to identify where your resources and staff are best placed. For example , if you can see that your Facebook messages receive more customer inquiries and messages than your phone line, you should focus resources on the most popular channels.

Customer Service 59

Customer Service Journey mapping Feedback Metrics 59

ijgolding

MARCH 20, 2018

We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric. How can you influence customer behaviour and how can you mobilize your organisation to be customer centric?

Journey mapping 61

Journey mapping Customer centricity B2B Multichannel 61

PeopleMetrics

MARCH 1, 2017

And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization. But it's important to note: having customer data and following up with individual customer and employee feedback is not enough to move your overall Net Promoter or Customer Loyalty scores.

Customer centricity 70

Customer centricity Banking Feedback Metrics 70

Education Services Group

JULY 10, 2019

Whether your product is software, a telephony system, or a team of consultants, if it’s got your branding and logo on it, you want to ensure the customer experiences it in a cohesive way. When OEMs commit to CS strategies, data collected by TSIA suggests they see overall company growth. Map a Successful Customer Lifecycle.

Journey mapping 40

Journey mapping Customer centricity SaaS Sales 40

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Operational and customer lifecycle data.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

CX Journey

SEPTEMBER 8, 2016

Map the employee journey for a variety of tasks that employees do every day Journey mapping creates awareness for the steps that an employee takes to do whatever it is that he's trying to do within the organization. I conducted an employee journey mapping workshop for a small retailer. How do we do that?

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

ClearAction

DECEMBER 31, 2017

We all know from customer journey maps that customer experience is much more than a moment in time. It spans the end-to-end customer life cycle. That’s the universal scope for customer experience strategy. You want to expand employee engagement in your customer experience management techniques.

Customer Experience 79

Customer Experience Journey mapping CRM Customer centricity 79

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

SmartKarrot

MAY 6, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Chevin Fleet Solutions As a Director of Customer Success, you will optimize the CS mission, vision, and customer journey map with the VP of Customer Success & Support.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

ClearAction

NOVEMBER 18, 2017

This is particularly evident when you consider that many customers buy multiple products, in multiple locations. And the need for cross-functional harmony becomes obvious when you look at a customer experience journey map. Customer Experience Boggle Busters for Channel Silos. How to Solve Customer Experience Silos.

Metrics 67

Metrics Customer Experience Journey mapping Customer Care 67

REVE Chat Blog

FEBRUARY 12, 2020

Banks can identify the key business drivers and deliver personalized support that will help to shape the customer experience in banking. Data security – Data security has always been the most important thing in banking. Customers want to feel secure in sharing all the information and data with the bank.

Banking 76

Banking Customer Experience Chatbots Big data 76

CSM Practice

NOVEMBER 4, 2019

Their inquiries include the best approaches to: Operationalizing the customer journey. Defining the role of partners in the customer success organization. Acquiring analytics and data science skills for the CS team. Scaling sales capability with customer success. Segmentation Strategy.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

SmartKarrot

MARCH 8, 2022

Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Annette Franz is the Founder and CEO of CX Journey Inc. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

Journey mapping 96

Journey mapping Customer Experience Best practices B2B 96

CCNG

OCTOBER 19, 2022

(Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors. Accenture, 2018) By industry, supermarket chains provide the best customer experience, while TV and Internet service providers provide the worst. PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

GetFeedback

JANUARY 19, 2020

Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Indirect or inferred feedback from analyzing customer interaction data. Frontline employee feedback, because workers see first hand what’s going on, even if the customer doesn’t take time to give feedback.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ijgolding

APRIL 9, 2020

There are a number of companies providing customer mapping tools. However, few of these tools deliver the ‘catalytic conversion’ of customer data, overlaid onto the customer journey and turned into real hands-on information for companies to move their CX experience to the next level.

Journey mapping 124

Journey mapping CRM Consulting Consulting 124

Pointillist

MAY 19, 2020

Over 50% of companies also have a role or team dedicated to journey management or journey analytics. As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment.

Management 94

Management Analytics Journey mapping Customer centricity 94

ClearAction

JULY 23, 2023

B2B firms often have dedicated sales teams who pursue strong relationships with customers. They may have already discovered customers’ intended outcomes as part of their outcomes-based selling and consultative selling approaches. They may have customer stories useful for customer journey maps.

Government 62

Government B2B Customer Experience Enterprise 62

Pointillist

JUNE 7, 2021

Companies that use customer journey programs to realign their organization around their customer can realize improvements of 20 to 40 points in customer advocacy scores, cost reductions of 15% to 25%, and revenue increases of 10% to 20%. “ Bharat Poddar Managing Director and Senior Partner Boston Consulting Group.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

ClearAction

OCTOBER 2, 2017

Cascade corporate customer experience objectives downward like a waterfall, then roll-up customer experience progress from the team level to departments, divisions, and corporate level progress. This is a bit of a lost art in the face of automating data. Not everything can or should be automated.

Customer Experience 78

Customer Experience Journey mapping Management Customer centricity 78