Interaction Metrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? Takeaways from the Customer Journey Mapping Roundtable Takeaway #1. Takeaway #3. Takeaway #4.

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Journey mapping Consulting Consulting B2B 62

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

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Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. Redesign your Journey Maps.

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Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. 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. It’s time to put up or shut up.

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Customer Experience Journey mapping Customer centricity Surveys 385

Brad Cleveland Blog

NOVEMBER 15, 2024

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

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Journey mapping Customer Experience Quality management Customer Service 52

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on.

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Personalization Customer Experience Journey mapping Education 369

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

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outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

MAY 20, 2023

Journey Maps can be useless exercises. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you. That’s right…we said it.

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Journey mapping Personalization Customer Experience 195

ShepHyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business. Customer experience leads to customer satisfaction .

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Customer Experience Technical Support Customer advocacy Finance 403

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The customer goes to the shop.

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Journey mapping Consulting Consulting Personalization 195

Win the Customer

NOVEMBER 29, 2024

Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize and analyze the interactions customers have with a brand throughout their lifecycle. By mapping out these journeys, businesses can identify pain points, opportunities for improvement, and moments of delight.

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ShepHyken

OCTOBER 6, 2022

In over 13 years of practice working with many organizations on their customer experience (CX) programs and having seen the type of research and measurements they do, I’ve only come across a handful of organizations that can prove to you how much value customer emotions bring to the company. The problem I see is this.

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Journey mapping Customer emotions Customer effort B2C 187

delighted

OCTOBER 22, 2024

But while ecommerce has made retail purchases more accessible, it has also disrupted the traditional, linear, retail buyer’s journey and has transformed it into a more complicated series of customer touchpoints. Mapping these touchpoints is crucial to understanding the ecommerce customer journey – and improving customer experiences.

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Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience.

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Customer Experience Journey mapping Engineering Feedback 397

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

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Customer Experience Journey mapping Entertainment Engineering 320

ShepHyken

MAY 14, 2021

This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. She shares five rules that businesses should follow to create a great customer experience. Drive customers towards self-help. Focus on customer journey maps.

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Journey mapping Customer Experience Self service Personalization 243

ShepHyken

AUGUST 13, 2019

Mapping the Customer Journey. Understanding Every Interaction to Create the Best Customer Experience. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience. The Interview with Jim Tincher: What is a journey map?

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Journey mapping Feedback Customer Experience Customer Service 58

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. What Customers Really Want From a Loyalty Program by Eileen Stephens (CMSWire) Customer loyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands.

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Customer Service Journey mapping Customer Support Customer Experience 205

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience.

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Customer Experience Employee engagement Journey mapping Customer centricity 316

ShepHyken

NOVEMBER 27, 2018

It’s All About The Customer. Using Journey Mapping to Put the Customer Back into the Customer Experience (CX). Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. . .

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Journey mapping Customer centricity Surveys Feedback 281

Beyond Philosophy

SEPTEMBER 26, 2020

This episode of The Intuitive Customer explores this concept and what you can do about it for your customer experience. Mapping out customer behavior can help you identify Naïve Diversification Bias when it occurs. However, it does not show customer behavior. Key Takeaways. Recommended Actions.

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Journey mapping Consulting Consulting Customer Experience 397

ShepHyken

NOVEMBER 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. My Comment: Vala Afshar has seen this weekly roundup of the best customer service and CX articles a number of times.

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Journey mapping B2C Customer Service B2B 287

Beyond Philosophy

DECEMBER 10, 2015

You could have a great experience with a product or service, but if something unpleasant or disappointing happens at the end of that experience, that unpleasantness is the part that you remember. It can be the screech that ruins your Customer Experience. This rehearsal should be designed into your Customer experience.

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Customer Experience Journey mapping Consulting Consulting 274

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Here are my top five picks from last week.

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Journey mapping Customer Service Contact Center Airlines 308

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience? Here are my top five picks from last week.

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Journey mapping Customer Service B2C Big data 315

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” The 5 Rules for Measuring and Managing Customer Emotions. Measure the specific emotions across the customer journey. Why do we do customer journey maps?

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Customer emotions Journey mapping Management Customer advocacy 435

Beyond Philosophy

DECEMBER 4, 2014

In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience. Creating a Customer-Focused Process.

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Journey mapping Customer centricity Employee engagement Customer Experience 384

ShepHyken

JANUARY 20, 2021

So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. Within two years he had made big strides.

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Customer Service Journey mapping Customer Experience 412

ShepHyken

SEPTEMBER 25, 2018

30 Days to Better Customer Service. Journey Mapping Your Way to a Better Customer Experience. Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey. Return Every E-Mail.

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Journey mapping Customer Experience Customer Service Management 251

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business.

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Journey mapping Customer Service Employee engagement Morale 277

Beyond Philosophy

MARCH 15, 2016

Evolved organizations set the dial on purpose , ( https://beyondphilosophy.com/is-your-customer-experience-accidental/ ) constantly adjusting it to achieve the highest positive customer emotions that are practical to deliver (consistently). Which dial will “move the CX needle” the most?

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Customer Experience Journey mapping Customer Care Customer emotions 271

ChurnZero

JANUARY 9, 2025

As a proud sponsor of Zero IN 2024 , Growth Molecules embraced the opportunity to showcase our customer success training and advisory services in a packed workshop. here is a guide for three areas to focus on as your go-to-market teams map the customer experience and hold each other accountable for its successful execution.

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