Trending Sources

What IS a Customer Touchpoint?

360Connext

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. According to Wikipedia , the definition of a touchpoint is: Touchpoint (also touch point , contact point , point of contact ) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions. Direct Mail.

Keep it simple – touchpoint mapping

Customer Bliss

There are many approaches to doing touchpoint mapping. In this first session, have employees map a draft of all the touchpoints and identify what they think are the priorities. And then validate the map with customers in a co-creation session where customers come up with new touchpoints as well as identify the priority touchpoints. Out of these sessions, do not start to map touchpoints. The biggest outcome should simply be a roadmap that states by stage: touchpoints. The post Keep it simple – touchpoint mapping appeared first on Customer Bliss.

Intelligent Customer Touchpoints: What Are They and Why Do You Need Them?

CX Journey

Identify and Understand Customers Identity-driven touchpoints are designed to understand who the prospect or customer is. Deliver Convenience Digitally Digitally-enabled customer touchpoints include mobile web, mobile apps, text messaging, live chat, online customer communities, live videoconferencing, and self-service portals. Intelligent customer touchpoints do just that.

Strengthen the Reliability of Key Customer Touchpoints

Customer Bliss

It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. Manage Key Customer Touchpoints. Measure the Reliability of Processes that Impact Customer Touchpoints. The post Strengthen the Reliability of Key Customer Touchpoints appeared first on Customer Bliss. The answer is often a groan. Conclusion.

Create Future Journey Maps for Real Value—Rather Than Just Upgrading Touchpoints

Verint

Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan. Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across different experience areas have put their own spin on the process.

Torturous Touchpoints – What’s Lurking in Your Customer Journey?

Touchpoint Dashboard

Blog Journey Map Touchpoint Map I read something today that left me shaking my head in utter disbelief. You’ve probably heard the story, as it’s gone viral. It’s about the Comcast customer service call from hell that tech journalist Ryan Block experienced when attempting to disconnect his cable. The call was so torturous, that Block decided to record a portion […].

Strengthen the Reliability of Key Customer Touchpoints

Customer Bliss

It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. Manage Key Customer Touchpoints. Measure the Reliability of Processes that Impact Customer Touchpoints. The post Strengthen the Reliability of Key Customer Touchpoints appeared first on Customer Bliss. The answer is often a groan. Conclusion.

Touchpoint Measurement 101: Part III

Touchpoint Dashboard

Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program. Touchpoint measurement is not the easiest thing in the world to do, especially if you […]. Blog Experience Map Journey Map Touchpoint Map But let’s face it.

Still Just Upgrading Touchpoints? Create Future Journey Maps for Real Value

Verint

These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and build more loyal, long-term customers. As part of this process, there’s real value in mapping customer journeys.

Customer Journey Touchpoint Analysis

nanorep

Whether by default or by design, every company provides a customer experience. s unavoidable because, as sensory beings, we experience our interactions and the interactions we have with businesses are no different. The quality of those experiences when interacting with businesses is determined by a number of factors. Of the more important factors, how and where we interact with businesses greatly influences the type of customer experiences we have

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

360Connext

Customer Experience Customer Journey Mapping Featured customer journey mapping customer service leadership linkedin management touch point touchpointsCustomer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. But there is a dirty little secret […].

Are Your Customer Communication Touchpoints This Stupid?

Topdown

The title of Micah Solomon’s recent Forbes article caught my eye: “ Stupid Touchpoints Are Worse Than No Touchpoints in Customer Service and Customer Experience.” everywhere, all the time, and turning them off in the process). Customer Experience Customer Communications

Why it is time to focus on the customer service journey, not just the touchpoints

Eptica

Date: Tuesday, February 23, 2016 Why it is time to focus on the customer service journey, not just the touchpoints. Author: Anne-Merete Jensen Research shows that 82% of consumers say they’ll switch to a rival if a mistake made at one of these touchpoints* is not addressed. The touchpoints refer to customer interaction with the business and its employees.

Share for Success: Using Touchpoint Dashboard to Drive Organizational Change

Touchpoint Dashboard

Editor’s Note: Several of our clients have asked us to provide more examples of how others use Touchpoint Dashboard to support their customer experience initiatives. Blog Case Studies Experience Map Journey Map Touchpoint Map As a result, we’ve launched our “Share for Success” blog series. We’re pleased to share another insightful use case here.

10 Must-Reads for a Better Customer Experience in 2015

360Connext

What is a Touchpoint? Understanding customer touchpoints is essential to delivering a superior customer experience. How do you identify the touchpoints that matter the most? We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better?

Gain Micro-Moment Insights Through Touchpoint

Touchpoint Dashboard

Why Micro-Moments Matter We’re on the Internet so often that we sometimes forget how much of an impact it has on our daily lives. We rely on our mobile devices to quickly find and access information, and consumers are increasingly reaching for their smartphones to look for and purchase online products at their convenience. The thought process […]. Blog Uncategorized micro moments

Are Processes Reliable at Key Customer Touchpoints?

Customer Bliss

It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. Manage Key Customer Touchpoints. Measure the Reliability of Processes that Impact Customer Touchpoints. The post Are Processes Reliable at Key Customer Touchpoints? Build a Customer Experience Development (CXD) Process. customer departure.

Mapping Micro-Moments with Touchpoint Dashboard.

Touchpoint Dashboard

Our fast-paced digital and mobile world has dramatically transformed consumer behavior. We act on dozens of instantaneous impulses to do, learn or buy something throughout the day. Patience is low and expectations are high. The companies that do the best job of meeting our instant needs succeed. Google has done significant research on the impacts […].

Share for Success: Using Touchpoint Dashboard as a Communication Management Tool

Touchpoint Dashboard

Several of you have asked if we could provide more examples of how others are using Touchpoint Dashboard in unique ways to support their customer experience initiatives. Blog Case Studies Experience Map Journey Map Touchpoint Map Over the past month, we’ve been spending a lot of time listening to our clients. It’s a fantastic suggestion, and we’re going to start doing that here on […].

5 Basic Journey Mapping Principles

Touchpoint Dashboard

Blog customer experience employee experience Experience Map Journey Map Touchpoint Map touchpointsThere are five basic principles that journey maps must adhere to. What are they? Many years ago (and still today), journey maps were created on butcher paper with post-it notes. It’s also […].

If You Don’t Know Where You’re Going…

CX Journey

Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015. Are you mapping who owns the step/touchpoint? customer experience employee experience journey map touchpointsYogi Berra once said, " If you don’t know where you are going, you’ll end up someplace else." Why are you mapping?

Using Personas to Enhance the Customer Experience

Touchpoint Dashboard

Blog customer experience Journey Map personas Touchpoint MapToday we’re pleased to share another guest post by Keenan Samuelson of E Source. This is part two of a two-part series on personas. In part one, we explored the steps to create a customer persona. In part two, we’re exploring some of the ways CX professionals can use customer personas to improve CX. Now […].

Moments of Truth

CX Journey

I don't agree with Carlzon that every touchpoint, every interaction, is a moment of truth. I think he's right that every touchpoint is an opportunity to form an impression, but I don't think every touchpoint becomes a make-or-break point. customer experience cxjourney moment of truth touchpointsSo, like I usually like to do, I'll start by defining the concept. to flee?

Digital Moments of Truth: Are You Mapping the Micro?

360Connext

B2B Customer Experience Customer Journey Mapping Featured customer engagement customer journey mapping customer service customer touchpoint digital linkedin marketing mobile sales touch points webinarHow do you know if your customer experience is working? REALLY working? Analytics and data tell you part of the story. If the numbers go up, then you can believe things are working, right?

Anxious to Get to Future State?

Touchpoint Dashboard

Blog customer experience Design Thinking Experience Map innovation Journey Map Touchpoint Map As part of your journey mapping efforts, you’ll likely create two types of maps: current state maps and future state maps.

Hey! You Got Your Metrics in My Journey Map!

Touchpoint Dashboard

Blog customer experience data Experience Map Journey Map metrics Touchpoint MapRemember the old Reese’s Peanut Butter Cups commercials from the ’80s? The ones where two people – one eating chocolate, the other holding a jar of peanut butter – collide and exclaim: “Hey! You got your chocolate in my peanut butter!” ” and “Hey!

Report: Lessons in CX Excellence, 2017

Experience Matters

4 CX Core Competencies B2B CX Best Practices Bruce Temkin Research CCXP1 Customer-Centric Culture CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP3 Organizational Adoption and Accountability CCXP4 Customer Experience Strategy CCXP6 Metrics, Measurement, and ROI Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Isabelle Zdatny Research Julia Jaffe Research Purposeful Leadership Temkin Group Research Voice of the customer Activision Aetna Crowe Horwath LLP Dell EMC Corporation Texas NICUSA The Results Companies TouchPoint Support Service

Report: Lessons in CX Excellence, 2017

Experience Matters

4 CX Core Competencies B2B CX Best Practices Bruce Temkin Research CCXP1 Customer-Centric Culture CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP3 Organizational Adoption and Accountability CCXP4 Customer Experience Strategy CCXP6 Metrics, Measurement, and ROI Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Isabelle Zdatny Research Julia Jaffe Research Purposeful Leadership Temkin Group Research Voice of the customer Activision Aetna Crowe Horwath LLP Dell EMC Corporation Texas NICUSA The Results Companies TouchPoint Support Service

Validating Your Journey Maps for #CX Success

Touchpoint Dashboard

Blog customer experience Experience Map Journey Map Touchpoint Map Have you validated your journey maps yet? Don’t know how or where to begin to do that? Read on for answers to your questions about validating journey maps! In my last post, I wrote about the most basic and most important rule of customer journey mapping: maps must be created from the customer viewpoint. This […].

Align Around Experience to Transform Accountability

Customer Bliss

Alignment Around Experience (competency 2) is not merely about doing touchpoint mapping. Align Around Experience align around experience customer journey framework journey mapping touchpoint mappingIt’s a competency to transform accountability and the language of leaders. For this work to be successful, it must connect to leadership language and accountability and communication.

One Piece of Customer Communication that Fails to Delight

360Connext

Blog Communications Customer Engagement Customer Experience Featured communication customer journey invoices linkedin loyalty relationships touch point touchpointCustomers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months? never?) I want to remind you of one simple fact.

Why Should You Map Customer Journeys? Here are 18 Reasons!

Touchpoint Dashboard

Blog customer experience Experience Map Journey Map Touchpoint Map Today’s post is a modification of one that Annette wrote for CX Journey™ on November 11, 2014. Have you started journey mapping yet? Or are you still wondering why it’s an important tool to have in your customer experience management toolbox?

Golden Touchpoint™ Delivers Brand Promise & Creates Loyal Promoters

Pretium Solutions

Pretium Solutions infuses this new conversation in The Golden Touchpoint ™. The principles and behaviors of Pretium’s Golden Touchpoint™ change that landscape. As a direct result of infusing the Golden Touchpoint™ into Philips’ fabric of its approach to customers, employee behaviors were transformed and Net Promoter Scores increased dramatically and sustainably across their customer care footprint. Even sites performing poorly prior to the Golden Touchpoint™ sustained tremendous improvements.

Getting Employee Buy-In for Your Customer Experience Transformation

Touchpoint Dashboard

Blog communication customer experience empathy Journey Map Touchpoint Map Today’s post is a modification of one that Annette wrote for CX Journey™ on September 23, 2014. You’ve begun your journey to transform the customer experience, but you realize you can’t do it without your employees. What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? As you know by […].

Journey Mapping Rule #1: Map from Customer Viewpoint

Touchpoint Dashboard

Blog customer experience Experience Map Journey Map Touchpoint Map Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: “Customer.” ” So, it’s no surprise, then, that the most important thing to do when mapping the customer experience or the customer journey is to do […].

Want to Fix Your Touchpoints? Lose NPS.

Martha Brooke

It lacks actionability because it’s unclear which touchpoint it refers to. But unless you know what went wrong, at what touchpoint…well, good luck solving the problem. They are touchpoint-specific. The only way to get accurate, actionable data is by asking specific questions relevant to each touchpoint. But customers have different expectations at each touchpoint.

Take the Mystery out of Mapping with our New Journey Mapping Guide

Touchpoint Dashboard

Blog White Papers Experience Map Journey Map Touchpoint Map Today, customer experience is at the forefront of company strategy across industries worldwide. Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.