Experience Investigators by 360Connext

FEBRUARY 9, 2018

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. Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey.

Touchpoint 207

Touchpoint Customer Journeys ROI Customers 207

Wired and Dangerous

JUNE 4, 2018

There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less, fast and easy journeys for the customer. There is absolutely no doubt if you look at current research that these are very important elements to consider in designing the customer journey.

Touchpoint 102

Touchpoint Customer Journeys Social Media Retail 102

Lumoa

NOVEMBER 10, 2021

The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. You can accomplish this feat by focusing on your customer experience design.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

Wired and Dangerous

NOVEMBER 30, 2015

There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less and easy journeys for the customer. There is absolutely no doubt if you look at current research that these are two very important elements to consider in designing the customer journey.

Touchpoint 70

Touchpoint Customer Journeys Social Media Call Center 70

Seaton CX

SEPTEMBER 27, 2023

In customer experience management, it’s easy to collect pain points. Talk to a customer or send a survey and you’ll come back with a dictionary of pain. We ran a workshop for a cable internet operator and identified 114 customer pain points in 90 minutes—and that’s only what employees already knew about !

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Happy Holidays!

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64