A Dozen Crazy Customer Touchpoints Translated

Experience Investigators by 360Connext

No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. So we decided to share some sample touchpoints and translate them for you.

Customer Experience Is… What, Exactly?

Experience Investigators by 360Connext

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier.

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5 Customer Journey Mapping Mistakes that Lead You Nowhere

Experience Investigators by 360Connext

Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. That’s why customer journey mapping is such an inviting idea.

Modernizing Your Customer Feedback Strategy Part 2: Modern Listening Methods

inmoment

Customer journeys are increasingly complex. And each customer’s brand perception is informed by an accumulation of many experiences across multiple channels. 3 Ways to Start Modernizing Your Customer Listening Strategy.

Customer Journeys: The Key to Customer Relationship Building

ENGAGE.cx

One of the buzzy topics at VentureBeat’s GrowthBeat conference in San Francisco last month was figuring out how to integrate all of a company’s different views of a customer. Even though understanding customer journeys is incredibly complicated, it cannot be ignored.

Which retailers will thrive this Christmas and beyond?

Eptica

Against this backdrop, and with fierce competition from online marketplaces such as Amazon and eBay, Forrester Research believes that retailers must now deliver rich, personalized customer experiences to win and retain customers both now and moving into 2017.

10 Steps to Immediately Improve Customer Retention With Journey Analytics

Pointillist

What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition.

So how did customer service perform in 2015?

Eptica

Date: Friday, January 22, 2016 So how did customer service perform in 2015? In fact, 70% of the industries analyzed by the Index experienced dips in average scores for customer service. This overall downward shift is echoed by the 2015 Eptica Retail Holiday Customer Experience Study.

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? These metrics help you work out where you can improve your customer experience to boost engagement and increase sales from potential and existing customers. What are customer relationship surveys?

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