Beyond Philosophy

MAY 20, 2023

Journey Maps can be useless exercises. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you. That’s right…we said it.

Customer Journeys 78

Customer Journeys ROI Hotels Exercises 78

ChurnZero

JULY 6, 2023

As a customer success leader, I’ve seen time and time again companies over-engineer or altogether skip the most foundational step in building a great customer experience—and that is mapping the customer journey. Once they went through this exercise, the problem became obvious. And they weren’t.

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Customer Journeys Tips Exercises Consulting 52

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.

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Customer Journeys Exercises Touchpoint Metrics 59

Gainsight

DECEMBER 19, 2023

A carefully crafted customer journey is not static. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.

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Customer Journeys Roadmap Comparison Exercises 97

CX Journey

JUNE 20, 2018

Let me start by defining “customer experience,” and then I’ll answer that question. Customer experience is (a) the sum of all the interactions that a customer has with a company over the course of the relationship and includes (b) the customer's feelings, emotions, and perceptions of the brand during the course of those interactions.

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Customer Journeys Communication Exercises Fashion 140

CX Journey

APRIL 25, 2018

Are you listening to customers? Are you mapping their experiences? How are you driving the necessary change within your company? What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc.

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Customer Journeys Exercises Touchpoint Culture 146

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.

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Customer Journeys Examples Net Promoter Score Touchpoint 529

Experience Investigators by 360Connext

MAY 19, 2015

That’s why customer journey mapping is such an inviting idea. When we map out the actual journey our customers take and turn it into a beautiful visual? Beautiful customer journey maps are easy to find. Here are 5 mistakes that make customer journey mapping a waste.

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Customer Journeys Social Media Exercises Software 110

Education Services Group

FEBRUARY 8, 2022

Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. I want to give you an inside look at what makes journey mapping the ESG way so special. Because we get asked about our customer journey mapping workshops a lot.

Customer Journeys 52

Customer Journeys Exercises Customer Success Customer Satisfaction 52

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. She has witnessed the evolution of customer experience and is very authoritative on the subject.

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Customer Journeys Policies Customers Analysis 92

SuiteCX

OCTOBER 22, 2015

It is critical to get all key departments aligned on your customer experience strategy. suitecx Thought Leadership: Balancing Customer Needs. Customer-‐centric diagnostics, touch inventories, journey maps, customer storytelling and precision marketing are all components of this groundbreaking software.

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Customer Journeys Company Customer Centricity Exercises 100

Experience Investigators by 360Connext

DECEMBER 15, 2023

An organization’s leadership must believe in the value of customer experience. Their support will ensure CX initiatives receive the cross-company support and resources they deserve (and need to thrive). Share customer journey maps and insights. As you are building customer journey maps, share what you find.

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Communication Tips Customer Journeys Customer Experience 304

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. Frequency also matters.

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Customer Journeys Leadership Exercises Report 100

Kerry Bodine

JUNE 13, 2017

In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this?

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Customer Journeys Exercises How To Banking 168

Ian Williams

JUNE 23, 2019

In the past couple of decades Customer Journey Mapping has become one of the most commonly spoken-about of modern-day business practices. However for many, if not most, organisations, Customer Journey Mapping remains a largely misused or misunderstood concept.

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Customer Journeys Exercises Banking Customers 45

CX Journey

NOVEMBER 17, 2015

You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it. Only your customers can outline the definitive map.

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Customer Journeys Exercises Touchpoint Guidelines 104

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. Why Create Customer Journey Maps.

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Customer Journeys Customer Experience How To Fashion 68

Kustomer

JUNE 18, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Bob Thompson from CustomerThink to discuss his recent research on customer experience. Bob is the CEO and founder of CustomerThink and has published a book titled, Hooked on Customers. Listen to the full episode below.

Customer Journeys 72

Customer Journeys How To Customer Centricity Exercises 72

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. In this role, you want someone who is naturally curious who will be internally motivated to seek out answers to the questions they have about customer behavior. Resource: 6 Sources of Customer Understanding by CXpert. Change Management.

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Customer Journeys Resources Analytics Customer Centricity 307

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping. Because we said so!

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Customer Journeys Customer Philosophy Exercises Customer Retention 53

Kustomer

JUNE 18, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Bob Thompson from CustomerThink to discuss his recent research on customer experience. Bob is the CEO and founder of CustomerThink and has published a book titled, Hooked on Customers. Listen to the full episode below.

Customer Journeys 52

Customer Journeys How To Customer Centricity Exercises 52

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

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Customer Journeys Customer Success Exercises Touchpoint 98

Quadient

JULY 25, 2022

Choosing your Customer Journey Software: our best tips. It’s critical that the entire organization works together to create the customer experience that your customers want and expect. But how do you shift the focus of the entire company to put the customer front and center? j.shah-thiel. Introduction.

Customer Journeys 52

Customer Journeys Software Tips Touchpoint 52

Experience Investigators by 360Connext

JUNE 29, 2015

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences , journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we mapping for the purchaser of our product or the person who decides the purchase is acceptable?

Customer Journeys 110

Customer Journeys Social Media Exercises B2B 110

Clarivate

JULY 7, 2017

We spoke about many trends in the CX/Journey Mapping market space. One unexpected trend she highlighted was how companies are finding that the process of Journey Mapping can connect silos and launch cross-department communications leading to broader customer awareness, and ultimately better CX.

Customer Journeys 53

Customer Journeys Connections Touchpoint Exercises 53

Totango

JUNE 8, 2021

From there, we decide which customer journey we put them down. . . What advice do you have for visualizing the customer journey in order to ensure you are meeting the needs of your customers? What do we learn in our existing customer journeys and what do we want to take from that?

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Customer Journeys Exercises Communication Engagement 117

CX Journey

JULY 23, 2015

Has your company made an acquisition, been acquired, or merged with another company? Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times? But how can journey maps help with "easing" and integrating acquisitions?

Customer Journeys 80

Customer Journeys Exercises Touchpoint Employee Experience 80

Experience Investigators by 360Connext

JUNE 8, 2021

A big trend for the future that I see is a focus on health and safety for customer experiences. If the B2B company is ever planning on inviting customers to their locations again, or ship products, or host a customer event…then those same concerns apply. . How to Act on Customer Experience Clues.

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Customer Journeys Healthcare How To Trends 271

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. A positive customer experience and an engaged company develops trust between customer and company.

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Financial Metrics Customer Journeys NPS 218

Ian Williams

DECEMBER 11, 2015

Customer journey Mapping is all the rage. Companies around the world are flocking towards this new journey mapping craze with fervour and enthusiasm. There is a danger that Journey Mapping could (and in some instances has) become the new ‘customer satisfaction survey’.

Customer Journeys 40

Customer Journeys Exercises Customer Satisfaction NPS 40

CloudCherry

MARCH 28, 2019

But 99% of enterprises don’t bring those journeys into their CX programs. Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

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

ShepHyken

JULY 1, 2019

Want to Consistently Deliver Remarkable Customer Experiences? If one part of your customer journey is a hot mess, it can ruin all your efforts in other areas. My Comment: Companies that are resisting the “digital experience” are missing opportunities. Six Steps to Successful Customer Journey Mapping by Natalya Bucuy.

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Customer Journeys Customer Service Exercises B2C 119

Strativity

JULY 11, 2016

Over the past 10 years, Customer Journey Mapping has been a critical part of strategically transforming an organization’s customer experience. Taking part in a cross-functional journey mapping workshop can be exciting, fun, and inspirational.

Customer Journeys 40

Customer Journeys Touchpoint Exercises Healthcare 40

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.

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Customer Journeys Case Study Government Study 88

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. What was its purpose?

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Gamification How To Customer Journeys Omni-Channel 208