Think Customers

AUGUST 30, 2021

The sales world is forever altered, thanks to pandemic-fueled digital transformation across entire enterprises. In the B2B space, where relationships reign supreme, sales organizations found effective and efficient ways to conduct business with a digital-first approach that’s efficient, effective, and won’t go away any time soon.

B2B 59

B2B Sales CRM Video 59

Kerry Bodine

AUGUST 14, 2020

UX folks are generally focused on designing specific digital touchpoints, like a website or a mobile app. Like exercising, doing something (anything!) For example, it probably doesn’t make sense to include sales figures in a customer support journey, and the touchpoints you ask about will change from journey to journey.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Kerry Bodine

JULY 11, 2017

Here’s how it works: the customers capture each interaction—each touchpoint—on a separate yellow sticky note, and then place those sticky notes on a paper continuum from “least useful” to “most useful.” Maybe a customer doesn’t understand the instructions for a new exercise, so we model how it works…then forget to stop modeling.

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. Customer touchpoints vs. journeys. Let’s take a deeper look at customer experiences by distinguishing between touchpoints and a journey.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Horizon CX

JUNE 10, 2022

Customer journey maps encompass all the possible touchpoints customers have with a business such as websites, social channels, contact centers, sales, service, billing, and support. Unless you’re committed to that, the mapping would merely be an exercise with no tangible business outcome.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Experience Investigators by 360Connext

JULY 12, 2022

Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Totango

JULY 19, 2022

And since relationships are truly built after the sale is closed, your CRM will no longer be able to meet your needs as you continue to nurture and grow your customer base. . The traditional customer-acquisition-focused model, on which CRMs are built, starts with marketing and sales, and positions customer success as an afterthought.

CRM 92

CRM Customer relationships Customer Success Exercises 92

delighted

JANUARY 7, 2021

Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business. In this post, we will cover: What is a customer journey map?

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. When people think of top-line growth, they often think of Sales. Then, break them down by key touchpoints in a customer journey for best results. Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

ECXO

AUGUST 9, 2023

You’ll have heard a 1000 times that you need to identify the key touchpoints that are a moment of truth with our customers. Don’t get blinkered by the touchpoints that PS / consulting teams traditionally focus on. Don’t get blinkered by the touchpoints that PS / consulting teams traditionally focus on.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Related: Three Employee Experience Touchpoints that Impact Customer Experience. This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand. Ask your employees for examples. Communicate that pride often!

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Alida

MARCH 8, 2018

Our customer experience team recently embarked on an exercise to create our own personas. For persona building to be useful, your organization needs to really understand what needs this exercise will address. Persona building is a necessary exercise for brands looking to deliver personalized consumer experiences.

Customer Journeys 150

Customer Journeys Exercises CRM Feedback 150

CSM Magazine

DECEMBER 10, 2021

For customers, you aim to deliver seamless digital journeys that can help customers navigate the digital sales cycle. Understand Your Employee Journey —When it comes to marketing a product, the customer journey is an integral factor in deciding which touchpoints and messages make sense for a specific customer in a specific moment.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

InMoment XI

MAY 31, 2022

Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings, and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they need at any given stage of their journey. Customer Cartography: Where to Begin. “We

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

Beyond Philosophy

APRIL 7, 2022

I use an exercise when I am a speaker that demonstrates how this spontaneous formulation works. Bear in mind that almost nobody I have ever done this exercise with has been to the Congo, but they all have expectations. We learned that customers’ emotional expectations for the sales call were almost fearful.

Exercises 78

Exercises Customer Journeys Comparison Customer Expectations 78

SurveySensum

FEBRUARY 17, 2021

Run the customer journey mapping exercise in a group. And if you are an enterprise having a larger group of participants and you want to capture multiple touchpoints and multiple personas, then create multiple groups. For example in a product journey, marketing, sales, support, content, product, UX, and finance people are required. .

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. If you’re talking about developing a customer journey and automation touchpoints, start with the internal stuff and work out some of the bugs. Some support teams are sending their own surveys.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

Comm100

DECEMBER 19, 2017

Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers. Nine out of ten managers confirm that customer experience is a strategic objective for increasing sales and revenue.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. After one or three or ten calls, you’ll start seeing customers as real people.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Gainsight

FEBRUARY 28, 2023

Lifecycle Touchpoints: In addition to the pooled resources, we’re also evaluating lifecycle touchpoints that we can address in new ways, such as automated in-app surveys. At Gainsight, we identify key personas in our customer organizations and do a mapping exercise to create a holistic engagement strategy.

Effort Score 52

Effort Score Touchpoint Metrics Resources 52

Oracle

DECEMBER 27, 2019

To help sharpen your team’s thinking around the exercise, consider building the conversations around the following questions. How personalized are those touchpoints? Cut-and-paste touchpoints do not suffice, especially considering the electronic sea through which your recipients are constantly wading.

Touchpoint 66

Touchpoint Ecommerce eBook Exercises 66

ShepHyken

JANUARY 4, 2017

Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you. A customer’s sales journey is different than a service or support journey. And you may need more than one map.

Customer Journeys 96

Customer Journeys Customer Focused Culture Touchpoint 96

CX Journey

AUGUST 22, 2017

Customer service is just one aspect, one touchpoint in the overall customer experience. In simplest terms, journey maps allow you to walk in your customer's shoes and chart his course as he interacts with your organization (via whatever channel, department, touchpoint, product, etc.) I think that's a great way to put it.

Customer Journeys 135

Customer Journeys Customer Service Customer Experience Call Center 135

ECXO

JUNE 20, 2023

McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. Infuse your purpose into every touchpoint – your brand identity, messaging and content, product and service delivery. For complex B2B solutions, sales cycles can take months. They may order online and never contact your sales team.

B2B 122

B2B Brands Innovation Government 122

West Monroe

MARCH 13, 2023

Mature sales organizations have robust capabilities that enable them to act both strategically and proactively. They use abundant historical sales and order data, as well as competitive data to segment customers and test, optimize, and manage pricing for each segment.

Software 52

Software Data Strategy Competitive Advantage 52

CX Journey

APRIL 25, 2018

Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise. Are you mapping their experiences? How are you driving the necessary change within your company?

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Zeisler Consulting

AUGUST 14, 2020

Part of this means different types of surveys at different points along the journey depending on what the Customer feels is important at that touchpoint. A sale, a service or support incident, a re-purchase…All followed by a “So, how’d that go, friend? Tell us about your experience.” of their journey.

Net Promoter Score 93

Net Promoter Score Effort Score Survey NPS 93

ERDM

AUGUST 2, 2018

But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements? Provide training so you are assured that at every touchpoint, the Customer Experience strategy is understood and executed as planned. #2 What “could” happen? Are you ready?

Tips 51

Tips Customer Experience Customer Service Touchpoint 51

Thematic

JANUARY 30, 2019

A B2B software client was facing declining quarter-over-quarter sales. Their answer was to hire two additional sales reps. After a dip, while putting the new plan in place, sales began to grow rapidly with a revenue run-rate up 40 per cent six months after the changes were made. Marketing and sales functions are not aligned.

Marketing 59

Marketing Customer Experience Touchpoint B2B 59

Method:CRM

SEPTEMBER 1, 2022

It covers the entire sales cycle, their experience with your product, and customer support team interactions. Implements well-designed touchpoints that satisfy the customer’s needs. An omnichannel approach delivers a consistent brand experience through all your touchpoints. Take an omnichannel approach.

Customer Journeys 52

Customer Journeys Customer Experience How To Self Service 52

ERDM

AUGUST 2, 2018

But, how do you ensure that all of your customer touchpoints will align with the promise of these new CX improvements? Provide training so you are assured that at every touchpoint, the Customer Experience strategy is understood and executed as planned. #2 What “could” happen? Are you ready?

Tips 40

Tips Customer Experience Customer Service Touchpoint 40

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. But the best Sales and Marketing teams (which also have a relationship component) use well-defined processes and data integrations to drive their operations. Think about your team structure.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Thematic

JANUARY 28, 2019

A B2B software client was facing declining quarter-over-quarter sales. Their answer was to hire two additional sales reps. After a dip, while putting the new plan in place, sales began to grow rapidly with a revenue run-rate up 40 per cent six months after the changes were made. Marketing and sales functions are not aligned.

Marketing 48

Marketing Customer Experience Touchpoint B2B 48

C3Centricity

NOVEMBER 4, 2020

of all US sales, compared to 11.8% This is where total integration of all touchpoints is vital. Without finding solutions to these, digital marketing will perhaps be cheaper in terms of investment but could become a more costly exercise and perhaps less effective. Digital Commerce 360). Digital Commerce 360). CUSTOMER JOURNEY.

Chatbots 177

Chatbots Self Service Customer Satisfaction CRM 177

Kustomer

JANUARY 7, 2022

It was originally pioneered in London as a way to increase newspaper sales and has now grown to encompass most sections of consumer consumption. Benefiting both brands and customers, the implementation of this model has proven to be a major disrupter, completely innovating how we listen, watch, eat, drink, dress and exercise.

Customer Service 97

Customer Service Self Service e-support Automotive 97

CSM Magazine

AUGUST 30, 2021

A great exercise is to take the customer journey through your site. What is the flow of the site and how does the sales funnel appear to your customer? Optimize each touchpoint to ensure that your key messaging and branding are reflected at each stage. So, enter from various entry points on your site.

How To 52

How To B2B Exercises Customer Journeys 52

Answer Dash

OCTOBER 15, 2018

It was an interesting exercise, and it allowed us to dig into some of the new ideas and practical applications that are being adopted by today’s best marketers. Prospects and customers need to be addressed through multiple touchpoints, using the appropriate content and delivered through the right channels at the right time.

B2B 76

B2B Marketing Customer Experience Touchpoint 76