Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

GetFeedback

MAY 9, 2019

Our industry had done a fairly poor job explaining this new space. What is customer experience? Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. You’re delivering great customer experiences. We want to fix that.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Beyond Philosophy

OCTOBER 11, 2019

Finally, he shares with companies that are just getting started what he learned in RICOH Canada’s Customer Experience journey. It all started because printer sales were declining as an industry about 12 or 13 years ago. Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

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

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Click here to enlarge map) . There are dozens of possibilities.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. 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. COVID-19 and the Rise Of Intermediate-Term Business and Marketing Planning in 2020.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Branch Mesenger

AUGUST 29, 2018

Companies will never love a company until the employees love it first. -- Simon Simek. Today, employee engagement is at all-time lows. 33% of employees today are ‘engaged’. Of employees 18-24, only 26% are ‘engaged’. At the same time, customer experience (CX) is evolving rapidly.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

ijgolding

SEPTEMBER 29, 2015

Working in vastly different environments, they have both been instrumental in changing the way their respective organisations think about their relationship with Customers. Manuela is the epitome of a Customer Experience Leader. The positive effect Manuela’s approach to Customer Experience has had on her business is remarkable.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. The biggest challenge is aligning the organization towards the goal of customer centricity. The future of customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClearAction

NOVEMBER 21, 2015

Unlike a very small mom-and-pop business that single-handedly caters to the customer experience journey exactly as a customer experiences it, businesses are typically comprised of numerous specialized functions in the name of industrial efficiency. Yet these are truths.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

ClearAction

AUGUST 13, 2019

It places the horse before the cart, conveying that the end is customer lifetime value growth, and the means is meeting or exceeding customer expectations. This simplifies employees’ daily decisions in alignment with corporate strategy. Core Customers Clarity. You’re in business to achieve great things for your customers.

Customer Experience 48

Customer Experience Enterprise Journey mapping Customer centricity 48