231 What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
Customer Journeys Related Topics 
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.
Join 144,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Journey Mapping: A Guide for Businesses
Dhiraj Nallapaneni
SEPTEMBER 20, 2020
Here's how you can start mapping your customer journey
Dust Off Your Customer Journey Mapping Program
MaritzCX
FEBRUARY 25, 2020
Customer JourneyOne of the most prized possessions that I received after my grandma’s passing several years ago was her recipe box. It’s a handcrafted wood box with over 500 recipes, mostly written in her handwriting.
2020 Database Strategies and Contact Acquisition Survey Report
Advertiser: ZoomInfo
As buyer expectations continue to heighten, marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. This report aims to highlight the current state of B2B database and contact acquisition strategies, and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond.
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 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
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 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.
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.
7 Steps to Elevate Your Customers' Experience
Advertisement
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
|
How to Improve Marketing and Sales Using Customer Journey Mapping
GetFeedback
AUGUST 31, 2020
Strategies for leveraging the practice of customer journey mapping across Marketing and Sales departments. Articles
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. I’ve used this map for years as a teaching tool in our journey mapping workshops. Many organizations use journey maps to make improvements to customer pain points.
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
How to Use Digital Customer Journeys to Scale Your Business
Totango
MAY 26, 2021
We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Data is the lifeblood of a digital customer success program.
Improving the Agent Experience: Top 6 CSR Complaints & How Omnichannel Solves Them
Advertisement
Your customer service agents are the voice of your brand and have a huge impact on every stage of the customer journey – and yet the agent experience is still often overlooked. Find out the top 6 CSR complaints at work and how you can resolve these issues with an omnichannel customer service platform.
Webinar: Maximize Your Customer Journey Mapping Program
MaritzCX
JANUARY 27, 2020
Are You Curious About Which Experiences Matter Most to Your Customers? Learn to identify customer expectations, pain points, and more by listening to our MarizCX Webinar on Wednesday, January 29th.
Webinar: 3 Proven Ways To Master The Customer Journey
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. This webinar will cover: How to be where your customers are.
Webinar: 3 Proven Ways To Master The Customer Journey
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. This webinar will cover: How to be where your customers are.
Webinar: 3 Proven Ways To Master The Customer Journey
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. This webinar will cover: How to be where your customers are.
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.
Attention Marketers: Your Campaign Workflow Is NOT A Customer Journey
Kerry Bodine
APRIL 28, 2019
The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies. The same thing is now happening with the word “journeys.” It’s as if by using this word, organizations believe that they are being customer centric. This is where Mailchimp’s customer journey comes in.
How to Identify Weaknesses in Your Customer Journey Map
GetFeedback
JANUARY 12, 2020
Steps to dentifying the weaknesses in your customer journey that, if improved, will lead to improved customer satisfaction and better business performance. .
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. The post Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities appeared first on Customer Experience Consulting.
4+1 Fundamental Steps to The Successful Customer Journey Mapping
transcosmos Information Systems
FEBRUARY 19, 2021
In our technology-driven world, where the market is highly competitive in segments and customers’ expectations are evolving instantly, personalized, and seamless customer experience is more important than ever. Determining the phases of the customer’s journey. Intro.
The Employee Factor - Perfecting Your CX From Within
Speaker: Dennis Snow, President, Snow & Associates
Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.
Follow Six Steps to a Successful Customer Journey Analysis
Totango
MARCH 23, 2021
A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. Understand the Goals of Customer Journey Analysis. Gather Customer Journey Data.
How CCM Helps Facilitate Insurance Customer Journeys
Topdown
MARCH 22, 2021
The customer is always right. Well, as time-tested as that may be, the underlying concept determining customer satisfaction is much more nuanced than someone being right or someone else being wrong. Businesses exist only because customers exist. Right?
An Introduction to Customer Journey Storyboarding
Experience Investigators by 360Connext
OCTOBER 20, 2020
A Guide to Customer Journey Optimization
Totango
OCTOBER 1, 2019
Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth. Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way. Track the customer experience.
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.
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.
The Difference Between B2C and B2B Customer Journey Mapping
GetFeedback
JULY 1, 2020
Simplified CX YouTube series episode on customer journey mapping for B2B and B2C companies. Videos
Do You Know Your Customer Journey Map & the Emotions Overlay?
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. Otherwise you're just cheating the customer. CEX #CRM #Customer Click To Tweet. The customer journey needs to integrate all possible contact points.
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. At the end of the each stage: Can your customer state what they were able to accomplish? Is your customer clear about the value they received?
How to Reclaim the Human Touch Through the Entire Customer Lifecycle
Advertisement
Discuss.io’s 29 page guide to integrating the Voice of the Customer (VoC) more quickly, more often and at a lower cost throughout the customer journey. Learn how the VoC fits into the customer journey, how to roll out a successful VoC program, and more.
10 Ways To Use Customer Journey Maps
Kerry Bodine
JUNE 2, 2015
Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. So before you wander aimlessly into customer journey land, first determine what your primary business objective is for creating a journey map. With a current-state journey map , you can: 1.
Let's personalize your content