ECXO

MAY 16, 2024

Customers, patients, or members have an experience journey through an organization’s touchpoints, whether one chooses to work on mapping the journey or not. Often, the customer experience is more or less random rather than designed and thought out by an organization.

Touchpoint 197

Touchpoint Customer Journey Map Education CX 197

ClearAction

JANUARY 28, 2015

Exploring the Elusive ROI of Customer Experience Management. Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one. The Focus on Profit Growth.

Customer Experience Management 89

Customer Experience Management CXM Customer Experience Close the Loop 89

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? This series of monthly B2B CX articles explores the nuances of business customer experience. This single fact means a lot.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

ClearAction

SEPTEMBER 25, 2022

Customer Service is not covered much in the CCXP, because CS is a subset of CX Improvement & Design. On the other hand, your CXM strategy can generate millions in savings and revenue without some of the CCXP emphasis areas. These include NPS, Net Promoter System, and customer journey mapping.

VOC 62

VOC CXM Customer Journey Map CX 62

Lumoa

FEBRUARY 9, 2023

By leveraging customer experience design, businesses can create customer experiences that drive customer loyalty and business growth. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey.”

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ClearAction

MARCH 23, 2015

Here are 3 keys to getting it right: CXM infrastructure, CX champions, and CX momentum. CXM Infrastructure : An organization accomplishes precisely what it is designed to do. Other articles in this series: Customer Experience Strategy: Do This, Not That. Customer-Centered Culture: Do This, Not That.

Government 86

Government Customer Experience CXM VOC 86

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

Experience Investigators

AUGUST 9, 2022

Customer experience is so ill-defined in general that it’s easy to think the tools in the CX toolkit are enough to say “we’re doing CX.” That’s why Customer Experience Management is so critical. What is CX Management (CXM)? We define it as three things: A mindset. A strategy. A business discipline.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52

ClearAction

DECEMBER 31, 2015

duration of relationship) can be achieved with lasting financial impact without the middle component to the CXM puzzle.” ” B2B Customer Experience: Do This, Not That. ” Customer Experience ROI Opportunities in B2B Touchpoints. ” B-to-B Customer Journey Maps: New Wisdom.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR.

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132