Remove Close the Loop Remove Customer Journey Map Remove Customer Service
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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. By using data (such as customer feedback scores, churn analysis, and revenue by touchpoint) and customer journey mapping insights, leaders can pinpoint which areas will deliver the greatest impact if improved.

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Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Experience Investigators

You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. You leveraged customer journey mapping and invited various leaders to participate. . You invited customers to co-create and validate what you learned.

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3 Customer Experience Ideas for 2022

Experience Investigators

This means considering all the ways customers might need guidance and support when navigating a new process. It also means considering how to inform customers about new rules or options. This is especially important to consider for your frontline workers like cashiers, customer service representatives, and customer success managers.

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

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Improving your Voice of the Customer listening posts? Ask these questions

Experience Investigators

Can provide qualitative, emotional feedback to add to the overall quantitative feedback of the customer’s experience. Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction.

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5 Ways to Optimize Your Customer Feedback Program

Experience Investigators

Align your feedback journey with your overall customer journey. Feedback is often treated as if it’s a separate and distinct experience from the customer’s journey. Customer journey maps, for example, don’t often include feedback requests as actual touchpoints.

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Reduce Customer Churn: 5 Ways to Understand At-Risk Customers

Experience Investigators

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Even customer journey maps can neglect key phases of the customer experience. Know the ideal customer journey.