CX Accelerator

AUGUST 19, 2019

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others. CX #VoC #CXDesign.

CX 182

CX Customer Journey Map Touchpoint VOC 182

ClearAction

FEBRUARY 26, 2015

How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. Customer journey maps are a means to an end, not an end in themselves.

Customer Journey Map 109

Customer Journey Map Customer Experience Non-Profits Voice of the Customer 109

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. Yes, it's powerful to compare and contrast internal thinking with external thinking, but if time and effort are at a premium, why not go directly to THE expert on the matter: customers?

Customer Journey Map 96

Customer Journey Map Customer Experience Voice of the Customer VOC 96

Experience Investigators

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You leveraged customer journey mapping and invited various leaders to participate. .

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Experience Investigators

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. If you don’t have a journey map, now is a terrific time to create one. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these.

Customer Journey Map 136

Customer Journey Map Start-ups Touchpoint Social Media 136

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. Yes, it’s powerful to compare and contrast internal thinking with external thinking, but if time and effort are at a premium, why not go directly to THE expert on the matter: customers?

Customer Journey Map 77

Customer Journey Map Customer Experience VOC Voice of the Customer 77

Execs In The Know

MAY 2, 2022

The bottom line is this: once the basics of your CX program are met, the real focus should be in CX initiatives that enhance the product experience, which will in turn strengthen customer loyalty. Reassess Your KPIs & Rebuild Your Journey Maps. How old are your customer journey maps? 5-Star Surveys.

CX 97

CX VOC Customer Journey Map Contact Center 97

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Related Article: Why Journey Map?

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

SurveySensum

JANUARY 20, 2021

How should you kick off a VOC program? They are skilled in acquiring customers but they struggle a lot in retaining those customers. For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche? How to set an objective for your VOC program?

VOC 52

VOC Sentiment Analysis B2C Social Media 52

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

CX Journey

OCTOBER 7, 2014

Image courtesy of Unsplash Designing a VoC program can be daunting. If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. This post is about three key exercises to lay the foundation for beginning any customer listening efforts. Where do you begin?

VOC 65

VOC Customer Journey Map Touchpoint Government 65

Lumoa

FEBRUARY 9, 2023

Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey.” ” For more information, check “ What is the customer journey and why does it matter to your business ” by SurveyMonkey.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts?

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

SurveySensum

FEBRUARY 1, 2021

In the third episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about one of the most important aspects of the VOC program – How to define your Customer Journey?

Customer Journey Map 52

Customer Journey Map VOC Touchpoint Innovation 52

Experience Investigators

MARCH 8, 2021

If you have a customer journey map, or you’re working on one, this is also a great thing to introduce here! How We Lead on Behalf of our Customers. How are customers included in decision making? Customer Feedback. If you have a Voice of the Customer (VoC) program, explain that and how it works.

Customer Experience 98

Customer Experience Customer Journey Map Education Artificial Intelligence 98

Experience Investigators

JULY 20, 2021

Including customer feedback from sources where customers share on their own into the Voice of the Customer program. Empowering employees to make better decisions based on the Voice of the Customer (VoC) program. Three Steps to Assess Your Customer Listening Program: 1.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

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

Lumoa

MARCH 20, 2018

For more information, check " What is the customer journey and why does it matter to your business " by SurveyMonkey. journey mapping A customer journey map is a visual representation of every interaction and activity a single customer might have with your brand.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

CX Journey

FEBRUARY 17, 2015

So, based on the definition above, I probably don’t need to explain why it’s important to talk to stakeholders as you begin to build out your VOC strategy, but I know that many companies skip this very important step in the process. Stakeholders might be supporters, opponents, influencers, and/or beneficiaries of these VoC efforts.

VOC 62

VOC CX Government Customer Journey Map 62

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. Pulling together all of this, you create your customer experience strategy.

VOC 62

VOC CXM Customer Journey Map CX 62

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Voice of the Customer: Do This, Not That.

Government 86

Government Customer Experience CXM VOC 86

CX Journey

MARCH 21, 2018

CX Initiatives There are various initiatives along your journey that you'll want to be sure to factor into your budget, including: Survey design and associated costs (not technology): these might be allocated under 3. So you'll want to ensure that your team's fully-loaded salaries are included in your budget.

CX 108

CX VOE Customer Journey Map Text Analytics 108

Confirmit

JULY 24, 2018

They are an objective view of the experience your company is currently delivering to your customers. The primary purpose of the Customer Journey Map (CJM) is to discover what customers truly value in working with you—not just what they complain about. What are the Benefits of Customer Journey Mapping?

Customer Journey Map 40

Customer Journey Map CX VOC Touchpoint 40

Confirmit

JULY 26, 2017

In this case study, by leading industry analyst Ovum, you’ll learn how the RS Components team set about building a customer experience program that now capture customer feedback in a consistent way across multiple channels and 29 countries, in 17 languages. How customer journey mapping proved key to improving processes.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Confirmit

JULY 26, 2017

In this case study, by leading industry analyst Ovum, you’ll learn how the RS Components team set about building a customer experience program that now capture customer feedback in a consistent way across multiple channels and 29 countries, in 17 languages. How customer journey mapping proved key to improving processes.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

ClearAction

DECEMBER 31, 2016

Customer Journey Mapping — resolve to drive collaboration. For each journey phase/step, identify consequences to customers when things go right or wrong. Communicate progress to your whole customer base: this is true closed-loop VoC management.

Customer Experience 81

Customer Experience Customer Journey Map VOC Voice of the Customer 81

ClearAction

NOVEMBER 7, 2017

scientific specifications, and downstream customer concerns, as explained in the recent article: Business-to-Business Customer Experience: What’s It Like? Should every buying-decision influencer be given equal weight in their expectations and views by averaging their VoC ratings?

Voice of the Customer 109

Voice of the Customer B2B VOC Customer Journey Map 109

PeopleMetrics

FEBRUARY 25, 2022

However, when developing a customer experience strategy, you'll encounter other elements that might need more explanation. Here are a few of the most important concepts to keep in mind: Customer journey mapping. Mapping out the journeys that your own customers take with your business is an essential part of CX strategy.

Net Promoter Score 71

Net Promoter Score CX Customer Experience Touchpoint 71

ClearAction

JUNE 18, 2016

Source: ClearAction ” target=”_blank”>Business-to-Business Customer Experience Management Best Practices Study. Why are we “content” that our voice-of-the-customer (VoC) reflects a fraction of what really happens in our customers’ decision-making? Hence, a VoC portfolio is needed.

Customer Experience Management 54

Customer Experience Management Customer Experience VOC B2B 54

ClearAction

JANUARY 6, 2021

13) Stop obsessing about customer journey maps. This is success-limiting because it tends to exhaust bandwidth and energy on mapping rather than actioning. It’s possible to make grand strides in customer-centric culture-building and in customer experience improvement without having journey maps.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

DECEMBER 16, 2017

Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc., your company’s customer experience will always be fundamentally robust or risk-prone depending on the degree of collaboration in-play across all functional areas, lines of business, and geographies.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

CX Journey

JULY 10, 2014

Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus. What is the right data?

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Experience Investigators

JANUARY 10, 2023

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only know what’s most important for the year, but also how to communicate and measure that success. You leveraged customer journey mapping and invited various leaders to participate.

Customer Journey Map 52

Customer Journey Map Customer Experience Close the Loop CX 52

Qualtrics

MAY 30, 2019

Today, the Disney brand is customer-focused because the leaders model it. Customer-focused leaders understand the broader customer story and allocate resources to make the customer a priority. Utilize Customer Journey Mapping. Close the loop with customers. Optimize wait and response times.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

Lumoa

MARCH 20, 2018

For more information, check " What is the customer journey and why does it matter to your business " by SurveyMonkey. journey mapping A customer journey map is a visual representation of every interaction and activity a single customer might have with your brand.

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

Taylor Reach Group

JUNE 11, 2018

Previously, we discussed statistics related to the organization and customer journey mapping. Voice of Customer (VOC): The most common way of measuring the VOC is to survey customers and advisors, as almost half (48.5%) of Contact Centers do. of Contact Centers. of Contact Centers still do.

Contact Center 50

Contact Center Social Media E-commerce VOC 50

CX Journey

FEBRUARY 13, 2019

Does it allow you to capture not only what the customer is doing but also what the customer is thinking and feeling? Can you display the persona for which you are mapping right there with the map? Are you able to bring data into the map? Is it connected to or integrated with a VoC platform or a CRM system?

Customer Journey Map 38

Customer Journey Map VOC Start-ups Touchpoint 38