What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
435 
Improve the Customer Journey
InMoment XI
APRIL 6, 2022
Instead, there could be a problem with the customer journey. Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. What Is the Customer Journey?
Join 102,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
Five Overlooked Moments that may be Wrecking Your Customer Journey
Experience Investigators by 360Connext
SEPTEMBER 21, 2021
It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first. positive experiences to overcome one negative one. .
Customer Journey Mapping Examples for Beginners
InMoment XI
MAY 31, 2022
A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship.
Optimizing Your Customer Journey In 2022
Advertisement
Creating a strong customer experience is now one of the most important priorities businesses focus on. Time to take a customer-first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!
Customer Journey Mapping Examples
Heart of the Customer
MAY 17, 2022
I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions.
What is Customer Journey and Why Is It Important?
Kayako
JUNE 9, 2022
For many years, companies focused on customer touchpoints to gauge customer satisfaction. Management consulting firm McKinsey makes the point that customer touchpoints only measure satisfaction at a single point in time. But what are customer touchpoints?
Customer Journey Management – it’s not just about the mapping!
ijgolding
FEBRUARY 6, 2017
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise!
How to Eliminate Friction in Your Customer Journey
InMoment XI
MAY 18, 2022
What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Why Is It Important to Reduce Friction in the Customer Journey?
Mapping Customer Journeys Through a Systems Lens
Horizon CX
JUNE 10, 2022
The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view.
Using Customer Reviews, Advocacy, and Referrals in Your Journey Map
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. But if you have to beg a customer to give a review or referral, you're doing it wrong. Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. The best customer experiences go beyond the sale. Join Jeremy Boudinet, Marketing Manager of Nextiva, and learn the tools for getting that glowing review.
4 Ways To Avoid a Disjointed Customer Journey
Interactions
OCTOBER 8, 2020
Think back to a bad customer experience that you’ve had. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey. And if you’re thinking, what does a disjointed customer journey have to do with a rude agent?
The Power of Customer Journey Mapping (Video)
Experience Matters
JULY 14, 2015
Customer journey mapping is a valuable tool, but Customer Journey Thinking can change your culture. Watch this short Temkin Group video to find out more… The bottom line : Your customers are on a journey, help them. Customer Connectedness Customer experience Temkin Group Video customer journey mapping journey mapping
Customer Journey Mapping: Real-World Examples & Use Cases
Experience Investigators by 360Connext
DECEMBER 1, 2020
Are Customer Journey Maps Really Necessary? She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. They wanted to know why they needed a customer journey map, when they already had: Process maps.
Three Keys to Effective Customer Journey Mapping
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. 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.
How Great Organizations Empower Customer Experience Teams
Speaker: Conference Speakers
Learn from the leaders at Digital Experience Virtual Summit ‘22, August 17-18. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Lunch is on us when you attend. Save your spot!
The Customer Journey DOES NOT EQUAL The Customer Lifecycle
Kerry Bodine
APRIL 4, 2018
When I bumped into a former colleague at a recent conference, he was eager to chat about a journey mapping initiative his organization (a major financial services provider) was kicking off. But I got a blank look when I asked what journeys his team planned to focus on. “We A customer journey is related to —but is not the same thing as—a customer lifecycle. Here are two main differences: Customer journeys align with your customers’ goals or tasks.
The “What’s Next” of Customer Journey Mapping
Experience Investigators by 360Connext
MARCH 3, 2020
Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. And yet, 86% of senior-level marketers believe it’s very important to create a cohesive customer journey.
The Best Way to Create a Customer Journey Map
Lumoa
DECEMBER 3, 2019
The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS
Do Customer Journeys Drive Your Content Strategy?
Kerry Bodine
OCTOBER 20, 2016
This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. Prior to their experience in “the box,” they have to get to the museum, navigating San Francisco’s public transportation system or dealing with traffic and parking.
Drive Employee and Customer Satisfaction with SLAs
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.
Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities
Experience Investigators by 360Connext
FEBRUARY 13, 2017
Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) Organizations see how beneficial mapping the customer experience is. It’s a way to understand the experience your customers are having so you can improve those confusing, frustrating or neglected parts on the journey. commonplace.
The Customer Journey Mapping Process That Drives ROI
Heart of the Customer
APRIL 29, 2022
Customer journey mapping lays a strong foundation for the success of your customer experience initiatives. So having a research-backed customer journey mapping process is critical. Unfortunately, that’s where most journey mapping initiatives go wrong.
Building the Digital Customer Journey
Gainsight
SEPTEMBER 5, 2022
Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. The process required a lot of hands-on attention, with new departments and customer success agents being added to meet evolving needs.
B2B Customer Journey Touchpoints CS Teams Need To Plan For
Totango
AUGUST 23, 2022
B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. What Are B2B Customer Journey Touchpoints? B2B Customer Journey Touchpoints and Your Team.
How woom bikes Takes an Employee-First Approach to Grow Its Customer Base
Advertisement
Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.
CX maturity playbook: Customer journey mapping
GetFeedback
JUNE 1, 2021
Actionable insight to uplevel your use of customer journey maps and optimize the experience at every touchpoint. Tools
Understanding the customer journey from start to finish
NICE inContact
AUGUST 26, 2021
The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Customer Experience
Challenges of Understanding the Customer Journey End-to-End
Experience Investigators by 360Connext
JANUARY 21, 2015
Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase. And instead of an experience to enjoy, we see it as an experience to endure.
Your 2022 Customer Experience Plan: Strategies, Videos, & Resources
Experience Investigators by 360Connext
JANUARY 5, 2022
Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How can you show up for customers no matter what? .
How to Design Your VOC Program for CX Success
Advertisement
What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!
Guest Post: Is Your Customer Journey Aligned with Brand Expectations? If Not, It Could Be Costing You Sales
ShepHyken
DECEMBER 9, 2022
This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations.
How to Build a Customer Experience Persona
Experience Investigators by 360Connext
NOVEMBER 30, 2021
Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Generally paint a picture of an ideal customer.
How to Map Emotion in Your 360 Customer Journey
Keatext
AUGUST 16, 2022
The post How to Map Emotion in Your 360 Customer Journey appeared first on Keatext. Customer Experience customer journey
Name the Stages of Your Customer Journey
Customer Bliss
SEPTEMBER 15, 2015
When you take on journey mapping, make your first action gaining agreement on the names of the stages of your customer journey. It’s the beginning of shifting from thinking silos to thinking about what customers are trying to achieve as a result of their interaction with you. It’s helpful to think about every stage as a complete experience. At the end of the each stage: Can your customer state what they were able to accomplish?
The Customer Continuum - Making Customer Journeys That Think Like We Do
Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta
Customer journey maps have long been thought of in linear terms: the customer begins clicking on an ad, is taken to the website, browses, and purchases. The trouble is, we're creating linear maps for customers who think in a messy loop. It's time to make a CX that thinks like the customer--It's time to make a customer continuum. This, along with the emerging societal norms and behaviors caused by the pandemic, means that we're long overdue for a CX overhaul. Join Jared Johnson, Sr. Principal Strategist of Kin+Carta, and learn how to modernize your customer experience.
10 Steps To Mapping Your Current Customer Journey
Kerry Bodine
OCTOBER 14, 2016
Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Wondering how you can get started mapping your own organization’s current-state journey map? If you haven’t done any previous journey mapping projects, it can be tough to know where to start.
Artificial Intelligence and the Customer Journey
Horizon CX
MARCH 19, 2022
So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? This is where the fun begins or, to put it more crisply, where the customer journey can take a critical and not so smooth turn.
Customer Journey Survey Strategy
ClientSuccess
DECEMBER 7, 2021
Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Here are six winning customer journey survey strategies to introduce to your customers this year: 1.
Mapping Your SaaS Customer Journey in Seven Steps
Totango
FEBRUARY 23, 2022
Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. What Is a SaaS Customer Journey? Why Map Your SaaS Customer Journey?
Creating Exceptional Experiences in a New Digital World
Advertisement
With more and more customer journeys and interactions shifting to digital channels, the digital experience is becoming the key differentiator for brands competing in today’s experience economy. In this paper, we consider four areas to explore as you adjust to compete in this new digital era, so you can set your sights on delivering customer experiences beyond the new normal, and for the new exceptional.
Let's personalize your content