Customer Insights Exercises Measurement Touchpoint 
delighted
NOVEMBER 30, 2021
When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. . What are customer touchpoints? Why is it important to understand customer touchpoints?
CX Accelerator
NOVEMBER 11, 2022
Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.
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Lumoa
FEBRUARY 14, 2024
How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Fine-tuning your CX elements is a constant exercise.
Lumoa
FEBRUARY 21, 2023
Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. He further advised mulling through these few questions as an exercise as if you were starting the project afresh: What would we want the program to achieve?
Comm100
DECEMBER 19, 2017
Some of the business objectives you can use include customer retention, customer satisfaction, product purchases, purchase volume, purchase frequency, products returned, the number of dissatisfied customers and revenue. They should be quantifiable and measurable. Customer experience objectives.
Thematic
APRIL 3, 2024
Enhanced Customer Experiences: Understanding customer expectations at every touchpoint allows you to design seamless, enjoyable experiences that increase brand loyalty. Reduced Churn: Identifying the root causes of customer dissatisfaction enables you to proactively address issues, prevent customer loss, and preserve revenue.
CX Journey
APRIL 3, 2019
There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.
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