Remove 2006 Remove Management Remove ROI Remove Touchpoint
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How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Customer touchpoints vs. journeys. I haven’t used customer support yet, but that’s another obvious touchpoint.

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Master Experience Leadership Now

ClearAction

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn. When it’s hard to close this gap, then manage expectations better.

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CX Day Thoughts on Brand-behind-the-Brand Storytelling

Team HGS

By Scott Yates, General Manager, HGS. As we’ve been brought into the process, we’ve become experts at bridging critical gaps—for optimized CX and ROI —in other words, earning and retaining customers for the brand. Manager - Operations. CX Day Thoughts on Brand-behind-the-Brand Storytelling. In three key ways, we work to: 1.

Brands 40
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Matt Dixon: CX myths and escaping conventional wisdom

Qualtrics

Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. There’s now a greater interest in customer loyalty across the board and a view of call centers as a key touchpoint in any customer journey,” says Matt. AI: Listen to customers, don’t micromanage staff.

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Matt Dixon: CX myths and escaping conventional wisdom

Qualtrics

Political economy’s loss turned out to be CX’s gain, and since 2006 he’s been one of the leading lights in the industry. There’s now a greater interest in customer loyalty across the board and a view of call centers as a key touchpoint in any customer journey,” says Matt. AI: Listen to customers, don’t micromanage staff.

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How to Improve Customer Service – A Complete Guide of Tools, Tech & Tips

Comm100

The efficiencies of live chat also mean a high return on investment (ROI) for the technology. Access our Live Chat ROI Calculator to learn how much your team can save by introducing live chat. . Denny Michaud, Customer Relations Manager, Canadian Blood Services . ” – Richard Branson, COO of Tangerine .

Tools 181