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. Given that we’ve set the framework for service design and persona-based journey mapping in prior posts, I will focus this installment on how to use a customer journey map to affect positive change in your organization.

The customer journey is changing. Is your marketing team adapting?


A customer can discover your business through review sites, social media, or search engines. Thousands of touchpoints could be used in multiple combinations to create hundreds of unique consumer journeys, all for the same, single product. The post The customer journey is changing.


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

Shep Hyken

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.

Why Outside-In Thinking Is So Difficult

Experience Investigators by 360Connext

Whenever embarking on a customer experience investigation™ , which is what we do to help our clients walk in their customer’s shoes, we discuss why this is so challenging. I get what our customers experience with us.” So while you know the billing process isn’t ideal for your customers, you also know that the cumbersome process inside the organization is the best your team can do right now. You know she cares very much about customers.

2021 Survey: The State of Journey Management & CX Measurement


In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand.

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

Kerry Bodine

To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business. How have our internal operations changed? How have our competitors’ experiences changed?

A Customer Churn Analysis Checklist


Customer churn analysis can provide you and your teams with valuable insight into what drives your current churn rate and potential improvements. You need to understand what outcome / value your customers are trying to achieve from your products and services. Customer Lifecycle

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

Experience Investigators

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. ” What is Customer Experience Management? What is customer experience strategy?

8 Steps to Help De-clutter and Re-think Your Customer Listening

Customer Bliss

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! This can be an overwhelming task, but it’s one that’s absolutely necessary as you continue your customer-driven work. 8 Steps to De-Clutter Your Customer Listening Data. Even a basic set of journey stages is okay here.

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5 Easy (and Effective) Routing Rules for Omnichannel


In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Customer journey.

How to Improve Your Customer Satisfaction Score (CSAT) Score


Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). Here’s a thought — and the answer surely lies here: don’t focus on the score; focus on the customer and the experience. Always keep tabs of changing customer needs.

Customer Growth Game Changer: Totango Breaking Records and Rewriting the Rules for Customer Success


By definition, a game changer is a person or thing that dramatically changes the course, strategy, or character of something. At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!).

Are You Tracking Your Customer’s Empathy Level?

Wired and Dangerous

Often it takes a “customer emergency” to jolt us into focusing on the customersjourney with our organization. An important customer leaves angry, a key account is lost to the competition, or a sneering review on the internet awakens us from our numbness. After a while we all stop seeing the details of our customer’s experience. We cease standing in our customer’s shoes. We fail to keep our customer intelligence current.

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success


Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. It’s about proactive customer success , not reactive customer service.

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Is Your Customer Success Team Reactive or Proactive? 


If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over.

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3 CX Stats That May Change How You Think About Digital Transformation


But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX). Rather, most fail to understand their customers well enough to envision a truly customer-centric, digitally-transformed environment. Just consider that 55% of companies cite “evolving customer behaviors and preferences” as their primary driver of digital change. In fact, I encourage you to be your own customer within your organization.

How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? When was the last time you took a long, hard look at what you've been doing in terms of listening to customers in order to figure out if it's time for a redesign or a major overhaul? Have there been personnel changes on your team? Have you mapped your customer journeys? Data collection methods have changed.

Six Near-Universal CX Problems… And Six Solutions to Overcome Them

Experience Investigators by 360Connext

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” ” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the actual experience they were providing. The formula for success often didn’t even require gathering customer feedback, let alone responding to it. Change is hard for humans.

6 Best Practices to Ensure Customer Success During COVID-19

CSM Practice

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Good Customer Experience is Now Required


The world has begun to catch on to the importance of great customer experience, and for good reason. Customer experience is the overall impression that consumers have of your brand. Providing a remarkable customer experience is vital to business success. Customer Engagement

How to Align your Professional Services and Customer Success Better?


Customer Success (CS), although not a new profession, is still a foreign concept to many. To add to that confusion and complexity, CS roles come in different shapes and sizes like customer managers, customer success associates, etc. What makes Customer Success unique?

Do You Know the DNA of Your Customers’ Experience?

Wired and Dangerous

So, what is the DNA of customer experience? What if we assumed there was a component in the service encounter across the customer journey unique to each customer? If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty. We believe the service molecule containing the customer’s unique identity is “Connection.”. DNA had been a star in recent years.

15 Customer Service Psychology Tips to Provide Better Support

ProProfs Chat

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. You record and understand customer pain-points better. Customer Support chat

How Will Automation, AI and IoT Shape User Experience?

Answer Dash

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX. However, with customer expectations constantly rising, businesses continue to fall behind. In order to future-proof their business, organisations need to be asking themselves not ‘what do customers want?’

Grow Beyond Historical Data Using Real-Time Data Analytics


Customers expect you to use their information to better understand them. We know that better customer experiences lead to higher revenue. So if consumers are willing to share this data, expect better experiences, and will pay more for those experiences, then the solution is simple: Businesses need to use analytics to understand that customer data. The key is using that knowledge to deliver great experiences every time a customer interacts with their brand.

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The 5 Best Strategies to Win Back Lost Customers for Your Enterprise


Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Today’s customer-centered economy means every customer should feel your product is built around their needs. After investing time and effort into helping your customer through the onboarding and adoption phase, it can be discouraging to see them leave. You don’t have to give up on your customers, though.

Customer Experience Leaders & Laggards – What’s the Difference?

Customer Alignment

Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” If its value is recognised, why don’t more organisations learn from CX leaders and strive to deliver more consistent, predictable and enhanced experiences for their customers? Leaders and Laggards face similar Customer Experience challenges. We believe that excellence in Customer Experience is based upon 5 principles.

5 Ways Customer Success Automation Can Maximize Your CS Team’s Time


The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service.

Christmas is coming – is your customer service ready?


Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? As part of this work, retailers will have focused on the customer experience they provide , whether instore, online or on the telephone. Are there any potential pain points on the customer journey? Is my strategy flexible enough to cope with change – for example, can I move agents from one channel to another to meet changing levels of demand?

Customer Success Best Practices During COVID-19

CSM Practice

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

The Beginner’s Guide to Build a Buyer Persona Effortlessly!


A semi-fictional representation of your ideal customer is called a buyer persona. It is arrived at based on market research and data about your existing customers. Having clear buyer personas will help you during each stage of the customer journey.

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Battle Scars and Lessons Learned in Implementing Customer Success Systems

CSM Practice

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. In this conversation, Paul shares lessons learned from his own experience implementing Customer Success software solutions. A CS representative has to be able to change management on a frequent basis.

Insurance, the Internet of Things and customer experience


Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business. According to commentators, we are now seeing the second stage of digital disruption in the sector , with the combination of connected, always-on sensors and the Internet of Things (IoT) driving even greater change.

Aug 26 – Customer Success Jobs


Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs.

Top 20 Books Every Customer Experience Professional Needs to Read Now


Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Whether you work in marketing, sales, support, engineering or product, if you want to become a master of your craft and deliver a great experience for customers, here’s our advice for getting an edge: Read books. Customer What?

10+ Years Later: How Customer Experience Has Shaped The Banking Industry


In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX) transformation a strategic priority. Making it difficult for customers to find a convenient branch.

Aha! Why closing the feedback loop could be the best ever thing you do for your business


Customer feedback is one of the most effective tools that companies can use to stay relevant and keep making their offerings for their customers better. Getting open and honest feedback from your customers is not always easy as the question everyone throws around is- “What’s in it for me?” There is hardly an incentive for a customer to respond to a bunch of questions. But listening to what your customers say should be at the core of your business.