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. But, that’s only if the map is used as a tool and not an artifact. Creating a journey without a map is like…sailing on the ocean without a compass.

Customer Journeys 250

Customer Journeys Innovation Touchpoint Customers 250

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason. Bills are wrong.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Feedbackly

MARCH 30, 2023

Customer behavior is a complex phenomenon that evolves continuously. While it’s difficult to fit it within a framework, understanding your customers and forecasting how they will behave can help businesses to a great extent. What is customer journey mapping? Are you getting started with mapping?

Customer Journeys 98

Customer Journeys How To Touchpoint Social Media 98

Lumoa

JANUARY 7, 2021

At what point during the customer journey should you measure how the customer is feeling? After their journey is over? In reality, there are several customer touchpoints along the customer journey where you can (and should!) Imagine being a customer buying a train ticket. In the middle?

Customer Journeys 208

Customer Journeys Touchpoint Measurement Survey 208

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

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? What Is Customer Experience Design?

Customer Experience Design 484

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 484

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled.

Customer Journeys 203

Customer Journeys Touchpoint Customers Interaction 203

GetFeedback

JANUARY 2, 2020

This guide will teach you how to create a customer experience journey map, analyze each key touchpoint, and take action.

Customer Journeys 195

Customer Journeys Examples Touchpoint Customers 195

Kerry Bodine

JULY 30, 2017

Journey maps have become one of the most popular tools for understanding and improving customer experiences. Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular? Why journeys?

Customer Journeys 244

Customer Journeys Touchpoint Culture Banking 244

GetFeedback

NOVEMBER 5, 2018

This shift requires the centralization of customer data and the usage of a customer journey map as a key indicator of productivity. Centralize customer data across departments. Centralizing your customer data will help you identify redundancies across teams. Let the customer journey map guide you.

Customer Journeys 220

Customer Journeys How To CRM Touchpoint 220

GetFeedback

JANUARY 19, 2021

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience.

Touchpoint 435

Touchpoint Customer Journeys Customers Customer Experience 435

GetFeedback

JANUARY 19, 2020

Learn which surveys you should use to measure the experience at each touchpoint in the customer journey map (CJM).

Customer Journeys 195

Customer Journeys Touchpoint Measurement Survey 195

Alida

DECEMBER 9, 2016

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. Already there, you can see that they have an incomplete customer journey mapping process.

Customer Journeys 195

Customer Journeys Hotels Touchpoint CRM 195

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. commonplace. But there is a dirty little secret […]. But there is a dirty little secret […].

Customer Journeys 220

Customer Journeys Consulting Customers Customer Experience 220

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

PeopleMetrics

JANUARY 21, 2021

Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. How do you create a customer journey map? PeopleMetrics LIVE!

Customer Journeys 62

Customer Journeys Touchpoint Exercises Measurement 62

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. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

Seaton CX

FEBRUARY 7, 2024

What’s the difference between a customer journey map and a process map? This question comes up when I’m journey mapping with Customer Experience (CX) leaders and we bring other departments into the project. We had to explain how customer journey mapping was different from process mapping.

Customer Journeys 59

Customer Journeys Social Media Customer Service Representative Interaction 59

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

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

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

SurveySparrow

DECEMBER 15, 2022

If you’re in retail, you’ve probably heard the phrase “walk a mile in your customer’s shoes”. Well, a retail customer journey map can help you walk that mile in minutes. In this blog, we’re going to take you through: Retail journey map: a definition. How to create a retail journey map.

Customer Journeys 52

Customer Journeys Retail How To Touchpoint 52

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

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

CX Journey

MAY 1, 2019

.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping.

Customer Journeys 150

Customer Journeys Touchpoint Customer Experience Customer Experience Design 150

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

Feedbackly

JULY 12, 2023

Touchpoints are how the brand engages with its customers and play a vital role in fostering a strong relationship between the two parties. Every buying journey has a complex web of touchpoints that can range from 20 to over 500! Also, research shows that it requires around eight touchpoints on average to close a sale.

Touchpoint 98

Touchpoint Customer Journeys How To NPS 98

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

Retently

OCTOBER 1, 2018

Research from Vision Critical shows that the total annual cost of unhappy customers for businesses can go up to $537 trillion. And if those numbers aren’t a huge concern, consider this – it normally takes 12 positive experiences to make up for a negative one. Why are customer unhappiness levels so high?

Customer Journeys 93

Customer Journeys Touchpoint Social Media How To 93

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

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

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

Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences.

Customer Journeys 52

Customer Journeys Touchpoint Net Promoter Score Exercises 52