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. Accordingly, it’s the role of customer experience managers to prevent process silos.

Customer Experience Management 67

Customer Experience Management Customer Experience Customer Journey Map Manufacturing 67

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Actions include short- and long-term follow-ups. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. " Prevent waste of customers' time and your time by setting up your organization for success in aligning what they do to what customers are trying to do.

Customer Journey Map 96

Customer Journey Map Customer Experience Voice of the Customer VOC 96

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Or it may start with a deep-dive into your sales force’s mental database.

Customer Experience Management 54

Customer Experience Management VOC Customer Experience B2B 54

Experience Investigators

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management.

Customer Journey Map 136

Customer Journey Map B2B B2C CX 136

PeopleMetrics

MAY 30, 2015

In customer experience management , those challenges can threaten how we relate to customers as people. If we took the time to strip down key performance metrics like Net Promoter Scores and customer satisfaction, we’d end up with our basic ability to help customers achieve their goals.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Map Customer Feedback 120

Lumoa

MARCH 20, 2018

So let’s start! Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Actions include are short- and long-term follow-up. Why is NPS ® going up or down?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Experience Investigators

NOVEMBER 16, 2021

This is the opposite of what customers want when they provide you valuable feedback. How can you set up your organization for success when it comes to feedback programs? 5 Ways to Make the Most of Your Customer Feedback Program. Align your feedback journey with your overall customer journey.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

Lumoa

AUGUST 3, 2021

You see, customers need to interact with systems and departments multiple times on varying levels to meet their goals, such as opening an account or solving a product issue. These repeated interactions and the overall progression make up what is known as the “customer journey.”

Customer Experience 97

Customer Experience Customer Journey Map Touchpoint Start-ups 97

ClearAction

DECEMBER 31, 2017

Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth. It spans the end-to-end customer life cycle.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

ClearAction

OCTOBER 25, 2015

1) Drive significant change in order to drive significant ROI : most customer experience efforts start out with a technology buy, taking cues from vendors about what customer experience managemen t entails. In truth, it boils down to making your company irresistible to customers and prospects. Carpe diem!

Customer Experience 88

Customer Experience Customer Experience Management Outlook Customer Journey Map 88

Customer Bliss

NOVEMBER 28, 2017

Take on the responsibility to talk to customers and provide them with a sense of trust. Sami started almost every presentation started with a video in which someone dramatically read YELP reviews as a tool to show people what the customer experience is really like. Keep it simple. That to me, is the measure.

Customer Journey Map 78

Customer Journey Map B2B Start-ups Customer Experience 78

CX Journey

APRIL 7, 2015

What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? How do we achieve that single view of the customer? Let me start with an old story that provides a great analogy for the importance of that single view. How do they all add up?

Customer Journey Map 64

Customer Journey Map Touchpoint Omnichannel Social Media 64

ClearAction

DECEMBER 11, 2018

The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing. This drives improvement in scores.

Customer Experience 71

Customer Experience Customer Journey Map Close the Loop Gaming 71

Lumoa

MARCH 12, 2023

Listening to the voice of the customer sounds appealing in theory. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. In This Article: What is a customer experience platform? Streamlined customer journey mapping. Data privacy.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. NOT THAT : Do not wait until something gets rolling for a while to start thinking about governance of it. Just what is it, anyway?

Government 86

Government Customer Experience CXM VOC 86

Experience Investigators

JULY 6, 2021

Remember that customer experience happens whether you are intentional or not. That means it’s possible to simply fix what’s broken in the journey and feel like progress is being made. But customer experience management means designing an intentional journey for your customers. . Ready to start?

CX 130

CX Net Promoter Score Government NPS 130

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program? This can be achieved by creating a customer journey map.

Customer Experience 98

Customer Experience Net Promoter Score Customer Journey Map NPS 98

Lumoa

SEPTEMBER 16, 2020

When developing a marketing plan you’ll hear a lot of people talk about the customer journey, and with good reason. It is one of the most important and valuable sources of information that you’ll need to properly engage your customers. The need for a customer journey map is simple to understand.

Customer Service 78

Customer Service Customer Journey Map Artificial Intelligence Start-ups 78

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. This is success-limiting because it pigeon-holes responsibility with those who manage customer touch-points.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Lumoa

AUGUST 18, 2022

Knowing what makes your customers like or dislike your products/services is a game-changer. The problem is some businesses tend to just start taking initiatives without prior knowledge of what they want to achieve in the first place. follow-up survey after 6 months). Untailored customer journey mapping.

Customer Journey Map 78

Customer Journey Map Close the Loop Customer Feedback Start-ups 78

PeopleMetrics

FEBRUARY 25, 2022

How do you design and manage a CX strategy? How do you get started? This complete introduction to CX will review everything you need to hit the ground running: Customer Experience FAQ. Benefits of Customer Experience. CX Management and High-Impact Customers. What You Need to Get Started.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

JANUARY 7, 2021

With 34% of businesses now implementing customer journey mapping, it’s becoming even more important to understand how to measure it. Using customer surveys is the most common way to gather feedback from your customers throughout the customer journey.

Touchpoint 78

Touchpoint Customer Journey Map Social Media Text Analytics 78

Lumoa

JANUARY 19, 2023

These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals. And it will make it easier to build strong relationships and a strong culture of customer centricity. How does the map look like? And so on.

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

Lumoa

MARCH 20, 2018

So let’s start! Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Actions include are short- and long-term follow-up. Why is NPS ® going up or down?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Lumoa

JUNE 9, 2020

The pandemic has really spiked up the eCommerce market since many brick-and-mortar retails have been forced to take their business online. The amount of eCommerce sites is estimated to be 12-24 million across the globe , with new sites popping up every day. You can’t know the “why” behind a customer’s actions unless you ask them.

Customer Experience 78

Customer Experience Customer Feedback Manufacturing Start-ups 78

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year. Did you stick with all of your CX resolutions for 2014?

Customer Experience 66

Customer Experience Touchpoint Customer Journey Map Customer Acquisition 66

CX Journey

JUNE 22, 2017

In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. They become the backbone of your customer experience management efforts.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

ClearAction

DECEMBER 27, 2017

. “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. Is your voice of the customer program letting you know similar insights?

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

Qualtrics

MAY 30, 2019

This is not a number to balk at as consumers switch brands every day because of poor customer experiences. If you’re ready to improve your customer experience, check out the 10 tips below. This may seem backwards, but companies that win at CX start with their employees. Personally follow-up to survey responses.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

ClearAction

NOVEMBER 26, 2017

Some may balk at that assertion, saying surely some of these things are minor and so far removed from customer interactions that they can be excused from the need to apply customer-centered thinking to them. It will free-up your front-line staff from being a buffer between things-gone-wrong and customers’ emotions.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

SurveySensum

JANUARY 20, 2021

they aren’t listening to the customer feedback! For a growth-stage company, these were the ‘whys’ to start a VOC program. Sharing his instance of finding the niche, Tanuj says, “When we started, it was all about CX platform that can take any kind of customer feedback from surveys at any kind of channel.

VOC 52

VOC Sentiment Analysis Social Media B2C 52

Experience Investigators

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Customers often crave personal, empathetic connections and some bots simply aren’t up to the task.

Customer Experience 52

Customer Experience Close the Loop Customer Journey Map Omnichannel 52

ClearAction

JULY 23, 2023

Reference, loyalty and experiential marketing managers have programs underway to collect case studies and references, drive repeat purchases, and engage customers in advocating your brand. They may have customer stories useful for customer journey maps. Customer-Centered Charter 3.

Government 62

Government B2B CXM Customer Experience 62