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Three Keys to Effective Customer Journey Mapping

Michelli Experience

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. The same is true with customer journey maps.

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How to stop customers changing their minds

MyCustomer

Colin Shaw discusses how a sophisticated customer journey map can provide the insight needed to understand how the customer thinks and feels.

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How You Can Predict and Avoid Customers Changing Their Minds

Beyond Philosophy

Has anything changed since the last time I spoke to you? Customers change their minds on many occasions. If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed. Today, we will discuss why customers change their minds and what you can do about it.

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Customer Experience Management Defined: How is it Different From CX?

Experience Investigators by 360Connext

Everyone in the organization should understand what customer experience your brand aspires to deliver, and their role in achieving that. The strategy is about what leaders are involved where, and what actions and plans are required to deliver on the promises made throughout the customer journey. What Should CX Technology Do?

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3 Questions To Guide Your “New Normal” Customer Experience Strategy

Kerry Bodine

And we’re going virtual with our previously in-person journey mapping bootcamps !). Understanding the motivations and fears behind your customers’ recent personal choices and professional decisions will help you understand how to best meet (or exceed) their changing needs and expectations.

Strategy 305
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How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along. New customers may have different needs, expectations, and problems they are trying to solve or jobs to be done than the customers who have left.

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5 Top Customer Service Articles of the Week 3-14-2022

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. Here are my top five picks from last week. If you haven’t done this exercise before, it’s time.