Michelli Experience

SEPTEMBER 4, 2018

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.

Customer Journeys 220

Customer Journeys Government Touchpoint Tools 220

Experience Investigators by 360Connext

MAY 11, 2021

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. Everyone in the organization should understand what customer experience your brand aspires to deliver, and their role in achieving that.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

Totango

NOVEMBER 27, 2023

However, a customer’s health score is constantly shifting. To do this, Dishman recommends keeping focus across all of your touchpoint teams (CS, marketing, product, sales, etc.) on the aspects of your product that are most helpful to your customers and then doubling down on those.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

Kustomer

SEPTEMBER 3, 2020

Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. As the market and customer changes, companies change. And then you build up your voice of customer engine. Gabe Larsen: (07:58).

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Avaya

MAY 23, 2017

Here are three statistics that will get you rethinking your CX strategy in relation to digital transformation: 52% of companies don’t share customer intelligence outside of the contact center. The key is being able to openly share customer data across all teams, processes and customer touchpoints.

Contact Center 42

Contact Center Touchpoint Customer Centricity eBook 42

BirdEye

MAY 14, 2021

The sheer number of digital touchpoints that are now available to consumers today means there’s no sure-fire way to know precisely how people discover your products — or what they’ll do next. A customer can discover your business through review sites, social media, or search engines. It has to a certain extent.

Customer Journeys 89

Customer Journeys Marketing Touchpoint Social Media 89

Customer Alignment

OCTOBER 2, 2017

As a result, these leading-edge companies perform substantially better across the whole range of business measures, from profitability to customer retention rate.” Customer Experience issues are highly visible outside of the organisation. Interestingly, laggards are on (the right?)

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40