article thumbnail

A beginner’s guide to understanding customer touchpoints

delighted

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? Let’s dig in.

article thumbnail

WATCH NOW: Customer Journey Mapping: Which Touchpoints Really Matter? | PeopleMetrics LIVE!

PeopleMetrics

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. What is a touchpoint in the customer journey? Which touchpoints should you include in your customer journey map?

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.

article thumbnail

Communicating CX: 15 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. Ask your employees for examples.

article thumbnail

How to Re-energize Your VoC Program

Lumoa

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?

article thumbnail

How to Upgrade to an Advanced Customer Experience Strategy

Lumoa

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.

Strategy 208
article thumbnail

Building a Great CX Team

CX Accelerator

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. For this reason, we have included measurement with customer insights. We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area.