With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it – which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customer’s experience – which starts at the initial point of contact all the way through to a long-term relationship – giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many business seek the assistance of customer journey mapping tools.
https://mopinion.com/top-20-customer-journey-mapping-tools-overview/
In the U.K, the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. The average tenure also lengthened from 23 months in 2009 to 34.5 months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.
Recently, I was talking to a client who had been approached about moving from one area of her business to another. The proposed role was as Head of CX. Although she came from a customer facing sales environment, she sought guidance on how she might hit the ground running if she decided to take up this new role. She was concerned that inevitably there would be pressure on her to deliver results quickly and make an impact, despite not having previous experience of the role at this level.
https://customerthink.com/making-an-impact-on-the-customer-experience-in-the-first-90-days/
To script out a seamless experience and build the perfect journey, you realize it is not an easy task to pinpoint and monetize the most critical paths in the customer journey in the digital era. However, an effective customer journey management program, helps you eliminate any disruption in the customer purchase process and uncover the critical success factor.
http://customerthink.com/customer-journey-management-the-key-to-better-customer-engagement/
Have you been handed the reigns of the Customer Experience program at your company and have no idea where to start? Need to radically overhaul your existing program in a hurry? Here is a list of steps to get rolling in your first 100 days.
https://customerthink.com/a-quick-start-guide-to-the-first-100-days-of-your-cx-program/
Customer Experience or CX is a hot initiative at many companies and many more companies, from Fortune 500 to 5-10 person start-ups, are looking how to start and build their CX programs. Customer Experience takes passion, perseverance, and a belief to build a great series of experiences for the customer across all customer interaction points in an organization. A great product or service is the start point for great CX. You also need a great billing process, great digital tools, and reasonable pricing, and a great way to resolve and settle customer problems. Here are five easy to follow steps to have a great Customer Experience program.
http://www.vendingmarketwatch.com/news/12388438/5-steps-to-begin-a-customer-experience-program-at-your-company/
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