ClearAction

OCTOBER 21, 2017

Customer Experience Management Prevents Process Silos Lynn Hunsaker. Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It’s the job of customer experience management to drive smooth journeys and maximize value across the life cycle.

Customer Experience 67

Customer Experience Management Journey mapping Engineering 67

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

ClearAction

DECEMBER 27, 2017

Do Customers Experience Your Internal Collaboration — or Lack of It? “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 72

Customer Experience Sales Journey mapping Metrics 72

ShepHyken

JUNE 19, 2023

Each week, I read many customer service and customer experience articles from various resources. That means that customer experience leaders have a lot of pressure on them to “get it right” from a variety of angles. My Comment: Annette Franz is a customer experience and journey map expert.

Customer Service 35

Customer Service Journey mapping Customer centricity Metrics 35

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. has seen our client’s experience. WFH Insights. Digital Transaction Insights.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). If you do not BELIEVE in the significance that Customer Experience can have on every stakeholder involved in an organisation, you are unlikely to cut it as a CXP.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

Select VoiceCom Blog

AUGUST 1, 2023

Customer service is fundamental for business success as it impacts customer satisfaction, loyalty, and revenue. A study shows that 86% of customers are willing to pay more for a better customer experience, and 73% fall in love with a brand because of friendly customer service.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. How to set up your Voice of the Customer (VoC) program for success. To know what to measure, it’s important to understand the actual customer.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . The very act of measuring customer satisfaction is a step toward progress. .

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

ProProfs Blog

DECEMBER 23, 2019

Are you just hearing or actively listening to what your customers are saying? Customer experience metrics have penetrated most organizations. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Clarabridge

MAY 9, 2018

Workshop highlights included the importance of journey mapping (and all the several iterations this can take), how to best structure a CX team (from the C-suite to the front lines), how to engage key stakeholders and deliver them the right metrics in the right way, and how to tie metrics to business outcomes.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

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. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Enterprise 62

Interaction Metrics

FEBRUARY 1, 2021

Those of us who work in B2B CX know how different this discipline is from consumer-facing / retail Customer Experience. To solve for this, I’ve started our own Zoom roundtable workshops to be held the first Thursday of each month. Knowing how distant nodes on the journey map are doing can be nearly impossible.

B2B 48

B2B Customer Experience Journey mapping Surveys 48

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. Then say it.

Customer Experience 78

Customer Experience Journey mapping Management Customer centricity 78

ClearAction

NOVEMBER 21, 2015

Customer Experience for the Future — Key #4: Collaboration Earns Trust. Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Are we in touch with reality? Yet these are truths.

Customer Experience 67

Customer Experience Morale Journey mapping Gamification 67

ClearAction

NOVEMBER 16, 2023

While the data was very fresh, we went on a global road trip to conduct cross-functional action planning workshops. to embed VoC insights and customer experience (CX) criteria into their programs, templates, policies, processes, and other deliverables. issue prevention).

B2B 62

B2B Feedback B2C Enterprise 62

Answer Dash

APRIL 16, 2019

Despite the emphasis on financials caused by the investment community’s scrutiny and operational survival, the source of money is customers’ daily evaluation of value: the customer experience. When customers leave, employees and investors still must be paid and may be forced to leave.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76

ClearAction

AUGUST 13, 2019

CEO’s Guide to Growth through Customer Experience Alignment Lynn Hunsaker. Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. This provides customer experience context.

Customer Experience 48

Customer Experience Enterprise Journey mapping Customer centricity 48