Having the best customer experience pays. But what is the value of having the best customer experience? There’s plenty of data that shows that customer experience pays. The most compelling is Watermark Consulting’s tracking of stock prices. The company simulated purchasing the stock of CX Leaders (the ten top-performing companies in customer satisfaction on annual […] The post A Positive Emotional Experience = Good for Customers, Profitable for You appeared first on Heart of the Customer ..read more

Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits. Given the low overall maturity of most companies’ […] The post Navigating Customer Experience Maturity: The Road to Success appeared first on Heart of the Customer ..read more

Authors: Topher Mitchell & Jim Tincher This blog is authored by Topher Mitchell, the creator of Qualtrics’ Value Advisory function, and Jim Tincher, the CEO and founder of Heart of the Customer. The article was originally published by Qualtrics. Customer experience is good for business. You believe that, and so does your leadership team. Unfortunately, […] The post To be a change maker in CX, focus on business outcomes appeared first on Heart of the Customer ..read more

When it comes to understanding customer satisfaction, books on customer experience management are essential tools. They provide insights into how to keep customers happy and loyal. Did you know, according to a Walker study, by the end of 2020, customer experience overtook price and product as the key brand differentiator? These books can help you […] The post Books About Customer Experience: 9 Best Reads for CX Professionals appeared first on Heart of the Customer ..read more

Journey mapping is a great way to visualize and truly understand your customer’s journey as they interact with your organization. But when you start a journey mapping project, how do you know where to start? Where do you investigate?  It begins with a hypothesis. Hypothesis mapping offers a unique workshop tailored to delve deep into […] The post Journey Mapping to Hypothesis Mapping: Creating Better CX appeared first on Heart of the Customer ..read more

Looking to elevate your business networking and opportunities this fall? Look no further than the B2B conference. This season brings a host of exciting events tailored to enhance your professional growth and industry connections. With top-notch speakers, workshops, and cutting-edge insights, these conferences offer invaluable learning experiences. Learn about the latest trends, collaborate with industry […] The post 8 Best B2B Conferences To Attend in Upcoming Months appeared first on Heart of the Customer ..read more

Partnering with Heart of the Customer, the leading customer experience consulting firm, offers numerous competitive advantages for your organization. Our team specializes in enhancing the customer journey, providing not only expert advice on best practices, but also a practical roadmap to help you achieve your financial goals and improve customer engagement. At Heart of the […] The post The Competitive Advantages to Partnering with Heart of the Customer appeared first on Heart of the Customer ..read more

Last week I spoke about how to get distribution executives to care about customer experience (CX). Now, I’m turning to the related field of manufacturing. Many manufacturing companies also offer distribution, so make sure to review that post, too. This week, I will dive into the specific impacts of CX in traditional manufacturing – and […] The post How Do I Get Manufacturing Executives to Care About CX? appeared first on Heart of the Customer ..read more

Last week, I attended X4, Qualtrics’s experience management summit in Salt Lake City. From my conversations with B2B leaders, it became apparent that they were grappling with a fundamental question: How do you collect enough customer data when only a fraction of your customers respond to your surveys? Even the most significant manufacturing companies lamented […] The post No B2B Survey Responses? No Problem. appeared first on Heart of the Customer ..read more

Last week, I attended X4, Qualtrics’s experience management summit in Salt Lake City. From my conversations with B2B leaders, it became apparent that they were grappling with a fundamental question: How do you collect enough customer data when you only a fraction of your customers respond to your surveys? Even the most significant manufacturing companies […] The post No B2B Survey Responses? No Problem. appeared first on Heart of the Customer ..read more