ShepHyken

OCTOBER 6, 2022

He shares the value that customer emotions bring to a company. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring?

Journey mapping 177

Journey mapping Customer emotions Customer effort B2C 177

Hello Customer

APRIL 5, 2023

I have seen so many companies that unintentionally installed these types of barriers that prevent customers from having a nice experience”. To locate where customers are experiencing friction, you need to understand the customer journey first. If you’ve already made a customer journey map, great!

Customer Experience 52

Customer Experience Journey mapping Metrics Feedback 52

delighted

JULY 13, 2022

You can learn a lot from your customer retention rate. You can’t change what you don’t measure, and that certainly applies to your customer experience. In order to improve customer experience and encourage customer loyalty, you have to ask your customers for feedback. Of course, there are bottom-line impacts, too.

Customer retention 84

Customer retention Journey mapping Surveys Feedback 84

360Connext

FEBRUARY 9, 2021

CX initiatives to understand customers better, like customer journey mapping, overall customer research, and customer data analysis. Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events.

Customer Experience 133

Customer Experience Sales Journey mapping Metrics 133

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? And what about all these other acronyms customer experience experts toss around?

Customer Experience 56

Customer Experience Journey mapping CRM Surveys 56

delighted

MAY 4, 2021

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). Customer Effort Score (CES) surveys: A transactional measurement. So, which is best for you?

Metrics 75

Metrics Surveys Feedback Benchmark 75

GetFeedback

JULY 19, 2019

Will VoC feedback help you live up to your customer experience mission and brand promise? How will increased happiness from customers drive bottom-line results? Of course, you need leaders across your organization to really take actions that get results. To know what to measure, it’s important to understand the actual customer.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92