BlueOcean

OCTOBER 10, 2016

As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. That’s why customer journey mapping in the contact center is essential to understand how the customer experience is built at every touchpoint.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

SurveySensum

FEBRUARY 17, 2021

In the fourth 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 running a workshop on Customer Journey Mapping. . Run the customer journey mapping exercise in a group.

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

Kerry Bodine

AUGUST 14, 2020

Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer. The Trade-offs Between Quant & Qual Customer Research. Can we have nested journeys?

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

ijgolding

FEBRUARY 6, 2017

The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! A collage of customer journey maps!

Customer Journeys 156

Customer Journeys Management Exercises Customer Experience Professionals 156

InMoment XI

MAY 31, 2022

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship.

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

Experience Investigators by 360Connext

DECEMBER 15, 2023

Share customer journey maps and insights. Don’t limit key insights and journey maps to just certain leaders or teams. As you are building customer journey maps, share what you find. Explain how to review the map and what might be most interesting or surprising for employees to learn.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

Customer Journeys 129

Customer Journeys B2B Exercises Leadership 129

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Hero Digital

JUNE 4, 2019

Before any groundwork can be made, understanding your customer is paramount. According to Forrester , only 39% of CX pros are using customer journey maps to capture customer pain points, measure the right CX drivers, and align operational metrics with customer expectations. Remove Bias.

Customer Journeys 68

Customer Journeys Customer Experience How To Fashion 68

Beyond Philosophy

DECEMBER 11, 2020

Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Measure the specific emotions across the customer journey. Design the emotions into your journey maps.

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

Education Services Group

JUNE 21, 2018

In fact, it’s also a solid place to start answering the question of what is customer journey mapping. If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. The path to developing a customer journey map is littered with obstacles.

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

CX Journey

APRIL 26, 2016

Image courtesy of GMC Software Have you gone through some journey mapping exercises, only to find that the maps don't deliver what they experts said they would? Have your maps failed you? So I was thrilled to work with GMC Software to co-author a whitepaper titled " Don't Waste Your Time with Journey Maps."

Customer Journeys 80

Customer Journeys Exercises Customer Experience Professionals Software 80

Thematic

MARCH 5, 2019

The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them. Don’t just “tick the box” for customer experience. Customer journey mapping more sophisticated today. Some are simple.

Customer Journeys 69

Customer Journeys Management Exercises Customer Experience Professionals 69

Totango

JUNE 8, 2021

How do you measure engagement rate? KR: At Monster, we measure engagement rate by the number of people that actually click through the email. From there, we decide which customer journey we put them down. . . What do we learn in our existing customer journeys and what do we want to take from that?

Customer Journeys 117

Customer Journeys Exercises Communication Engagement 117

CloudCherry

MARCH 19, 2019

This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. While these metrics can help CX and marketing teams tell descriptive stories about the state of the customer’s experience, they aren’t credible when it comes to making business decisions.

Financial 218

Financial Metrics Customer Journeys NPS 218

Beyond Philosophy

JANUARY 29, 2022

Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support.

Customer Journeys 97

Customer Journeys Exercises Return on Investment Customer Centricity 97

Lumoa

FEBRUARY 21, 2023

Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. It looks at how feedback from the programs is being used to shape, inform, and create initiatives that are then applied to transform customer service.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Beyond Philosophy

FEBRUARY 3, 2022

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.

Customer Journeys 78

Customer Journeys Exercises Contact Center Customer Centricity 78

Experience Investigators by 360Connext

JULY 12, 2022

Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. This is where a customer journey map can come in really handy!

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Heart of the Customer

SEPTEMBER 25, 2014

Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. A quick refresher: Journey mapping is an exercise to understand your customer’s true steps, as well as the emotions that actually make up that journey.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

CloudCherry

MARCH 28, 2019

Journey-based insights. Everyone is talking about journeys. But 99% of enterprises don’t bring those journeys into their CX programs. If you’re lucky, you might get your design team to take the sticky notes off the wall and put together a well-designed map. Here’s how this needs to change.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Share customer journey maps and insights. Don’t limit key insights and journey maps to just certain leaders or teams. As you are building customer journey maps, share what you find. Explain how to review the map and what might be most interesting or surprising for employees to learn.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

SmartKarrot

MAY 6, 2022

From a bird’s eye view, the customer journey is a simple, transactional journey happening between a seller and a buyer. However, a deeper dive into the ocean of customer journey brings you face-to-face with the complexities associated. Rather, it is a journey from A to Z with several touchpoints in between.

Customer Journeys 10

Customer Journeys Touchpoint Effort Score B2B 10

Happy or Not

MARCH 28, 2022

Part two: Whe n , whe re and how to measure peak-end experiences. In part one we discussed the peak-end rule and the importance of triggering positive emotions to drive customer satisfaction and loyalty. Measuring customer satisfaction at the end experience is arguably most important. And what do you ask? .

Measurement 69

Measurement Customer Experience Customer Journeys How To 69

Daniel Group

SEPTEMBER 22, 2022

Three Steps to Excellent CX: Measure, Manage, and Improve. Delivering excellent CX (customer experiences) is imperative for businesses today. And while most companies would say they do just that, most customers beg to differ! It is quite simple—Measure, Manage, and Improve. Step 1, Measure.

Measurement 52

Measurement Management Customer Journeys B2B 52

Interactions

APRIL 8, 2021

The best way to zoom out and see the whole customer experience is through customer journey mapping. Customer journey mapping can be used to identify where a problem is, or used to determine the best way to solve a problem. Check out all of our resources on customer journey mapping here.

Customer Journeys 62

Customer Journeys Social Media Exercises Measurement 62

Qualtrics

JANUARY 31, 2019

Employee journey mapping is a great way to help you identify the moments that matter most to your business and to your employees. As you start your journey mapping process, keep these common pitfalls and best practices in mind to ensure success. How will you measure its success? What is missing? What is missing?

Customer Journeys 33

Customer Journeys Employee Experience Employee Engagement eBook 33

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. .

Touchpoint 82

Touchpoint Customer Journeys Net Promoter Score Effort Score 82

CloudCherry

DECEMBER 1, 2018

CloudCherry uses very specific journey mapping, reporting, and analysis from a beginning-to-end member experience to show how data can drive change, improve employee action and delight the member, whether it be a normal visit to withdraw or deposit funds or a new customer obtaining a new checking account or opening a business loan.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

ShepHyken

JANUARY 14, 2019

Assuming your customer would have had a positive experience, he/she would likely come back and spend more. According to this article, only 42% of companies can accurately measure the lifetime value of a customer. Panviva Publishes E-Book: Building a Better Customer Experience—Tips from 10 CX Industry Experts by Dawn Corrente.

Customer Journeys 95

Customer Journeys Customer Service Sports eBook 95

Beyond Philosophy

MARCH 26, 2021

With that in mind, here are the 5 Rules for Making Customers Feel Cared For and Valued: Define which emotions drive value. Design that into your Customer Experience. Measure your results. . Some people might think that their customers make decisions rationally, purely focused on the products and services’ features.

Customer Journeys 120

Customer Journeys Net Promoter Score B2B Training 120

CloudCherry

OCTOBER 19, 2018

CloudCherry uses very specific journey mapping, reporting, and analysis from a beginning-to-end member experience to show how data can drive change, improve employee action and delight the member, whether it be a normal visit to withdraw or deposit funds or a new customer obtaining a new checking account or opening a business loan.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

ChurnZero

JUNE 11, 2021

By customizing and weighing factors that are relevant for each part of the customer lifecycle, your ability to predict the likelihood of a customer leaving increases tenfold. But a customer health score is only as good as the sum of its parts. Your product, your processes, and your customer evolve over time.

Measurement 96

Measurement How To Analysis Exercises 96

Beyond Philosophy

JULY 13, 2021

Most organizations that outsource a call center do so to save costs, not improve their Customer Experience. Therefore, how they measure success tends to be transactional, aka, how much the call center expense was reduced, not experiential, aka, how it makes a customer feel. The first was crashing our car and making a claim.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167

SurveySensum

JUNE 24, 2023

Understanding your customer’s qualitative needs and requirements is one thing but making important business decisions based on specific data is the ultimate goal. What is Customer Satisfaction? Why Measure Customer Satisfaction? Why Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Measurement Net Promoter Score Effort Score 52

Experience Investigators by 360Connext

JANUARY 5, 2021

Employee journey mapping and other techniques can be used to really understand where, how, and when to reinforce the mission. Related: 7 Tips to Improve & Simplify Employee Journey Mapping. Bring customers into your meetings and events. This also translates into employee compensation and rewards. Get it here.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. They should be quantifiable and measurable.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294