CX Journey

MAY 17, 2017

Either way, it's likely that it's time to revisit your customer listening efforts to ensure they meet today's standards and requirements. Have you mapped your customer journeys? Have those maps identified new listening needs or opportunities that you hadn't considered? Data collection methods have changed.

Survey 159

Survey Feedback Social Media Roadmap 159

Kustomer

SEPTEMBER 3, 2020

Depending on the problem or the customer, they could communicate their issues through a variety of channels in a variety of different points of the journey. The customer is always going to give feedback and voice their opinions of their customer experience, whether through company channels or on their own.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Customer Alignment

OCTOBER 2, 2017

According to this HBR study, one of the principal differences between leaders and laggards, is that the latter are less likely to map customer journey interactions and illustrates that leaders recognise the importance of really understanding the end to end journey through a customer lens.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40