Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason!

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Seaton CX

JANUARY 17, 2024

Before you invest in creating a customer journey map, there are a few questions you should ask yourself. You’re challenged to control or reduce costs while simultaneously improving agent retention and customer satisfaction—in an environment of rapid technology innovation and evolving customer expectations.

Customer Journeys 52

Customer Journeys Contact Center Comparison Exercises 52

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.

Customer Journeys 78

Customer Journeys Examples Course Customers 78

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason!

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

C3Centricity

JANUARY 16, 2024

Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Many people think that customer centricity is the same as customer experience. But there is a big difference between talking about putting the customer first and doing so.

Customer Centricity 226

Customer Centricity Customer Experience Customer Journeys Touchpoint 226

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. But only if it’s done right.

Customer Journeys 78

Customer Journeys ROI Customers Customer Experience 78

InMoment XI

MAY 4, 2023

As in previous cycles of historical uncertainty and downturns, these increased headwinds across the globe mean customers and companies are behaving differently. So, how can CX leaders and their teams best navigate customer experience in such challenging times? How can you make better trade-offs using segmentation?

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success.

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Where and how they take place has changed, of course.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Kerry Bodine

JANUARY 9, 2021

I’m thrilled to announce our new three-part open-enrollment virtual journey mapping bootcamp. Pair Part 1 with Part 2 to learn how to identify the root causes of your customer experience pain points — and prioritize solutions that will benefit your customers and your business.

Customer Journeys 177

Customer Journeys Marketing Brands Customer Experience 177

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today!

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

Customer Bliss

AUGUST 28, 2018

“With the journey map, I now have a powerful tool that helps visualize the visitor experience,” said Samir Bitar , Museum Director of the National Veteran’s Memorial and Museum, when I interviewed him in one of my most popular podcasts, How the Smithsonian Built Their Journey Map.

Customer Journeys 157

Customer Journeys Connections Customer Experience Customers 157

Quadient

JULY 25, 2022

Customer Journey Map Examples & Templates. Since every customer's journey is unique and every business has unique customer experience (CX) goals, there is no one-size-fits-all customer journey map example. Why are customer journey map examples useful?

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 277

Strategy Customer Experience How To Analysis 277

Education Services Group

JUNE 20, 2023

Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

Education Services Group

JUNE 1, 2023

The customer journey map is a wonderful tool that’s a critical component of operationalizing your Customer Success capabilities. In our series defining and investigating all the stages of the customer journey, we’re looking at the most common steps a customer will take as they move through the lifecycle.

Customer Journeys 52

Customer Journeys Touchpoint Customer Success Sales 52

delighted

JANUARY 7, 2021

When you think of your customer, who comes to mind? Defining customer needs, problems, and interactions with your company may seem overwhelming and at times, unnecessary. In this post, we will cover: What is a customer journey map? How can customer journey maps improve customer experiences?

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

Kerry Bodine

DECEMBER 30, 2020

Because as it turns out, customer experience is even more important during a pandemic than it ever was before. Number 9: 5 Steps To Mapping The Customer Journey. Over the past several years, we’ve refined our approach to journey mapping. Number 6: Why You Need To Measure Journeys—Not Just Touchpoints.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Education Services Group

JULY 18, 2023

So…quick question: What is a customer journey map? A customer journey map can be many things. Organizations that leverage them wisely use them as step-by-step guides for customer engagement throughout the customer lifecycle. need a customer journey map?

Customer Journeys 52

Customer Journeys Customer Success Social Media Loyalty 52

Education Services Group

JUNE 12, 2023

A prospective customer has learned about your business, they’ve spoken to Sales, and they feel like yours is the right solution for them. You’re officially rewarded for your work and are observing them move into the next stage of the customer journey – Acquisition! This stage of the customer journey is all about first value.

Customer Journeys 52

Customer Journeys Customer Success Guidelines Sales 52

Beyond Philosophy

JUNE 21, 2019

Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. Journey Mapping employing this approach is what we call Behavioral Journey Mapping.

Customer Journeys 101

Customer Journeys Consulting Customers Loyalty 101

Education Services Group

JULY 5, 2023

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. the part where we continue to strengthen our bonds with our customers well into the future. Loyalty – The story continues…forever? Who owns renewals?

Customer Journeys 52

Customer Journeys Loyalty Touchpoint Customer Success 52

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. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Kerry Bodine

MAY 11, 2020

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. What parts of your experience can or should stay the same? How have our competitors’ experiences changed?

Strategy 305

Strategy Customer Journeys Customer Experience Fashion 305

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Michelli Experience

JULY 3, 2018

Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. Four Strategies for Customer Journey Mapping. Activate the Map.

Customer Journeys 90

Customer Journeys Touchpoint Innovation Customers 90

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. They are doing this whether or not you are focused on delivering a great experience. .

Customer Journeys 373

Customer Journeys Brands Customers Customer Experience 373