Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). If you haven’t yet read our deep dive on what makes each of these tools unique and how Customer Success organizations can leverage both customer journey maps and touchpoint maps for results, I recommend giving it a read.

Customer Journeys 52

Customer Journeys Touchpoint Net Promoter Score Exercises 52

ModSquad

JUNE 25, 2019

Customer touchpoints are the points of contact between your brand and your customers. Many businesses overlook the power of customer touchpoints. Consumers enter into touchpoints with the assumption that they’ll be able to receive support, ask questions, or find out more about a brand and what they have to offer.

Touchpoint 40

Touchpoint How To Customer Journeys Exercises 40

Experience Investigators by 360Connext

DECEMBER 15, 2023

Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. 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.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. The verdict: Company 1 delivered support along 5 touchpoints. The Competitor delivered support along 12 distinct touchpoints. Product roadmaps. Customer feedback dashboards.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

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.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

ShepHyken

JANUARY 20, 2021

The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. Make a list of these touchpoints. Brainstorm: Once you’ve identified the touchpoints, discuss and brainstorm ideas to improve each one. This is the type of exercise that is not a “one and done.”

Customer Service 156

Customer Service Customer Journeys Exercises Touchpoint 156

PeopleMetrics

AUGUST 31, 2018

Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. CX is holistic and covers a wide number of touchpoints. A complete VoC program includes all touchpoints, including those that are product or digitally oriented. Understand the difference with touchpoint mapping.

CEM 117

CEM Customer Service Touchpoint Exercises 117

Totango

NOVEMBER 10, 2023

Is the customer journey mapping exercise a worthwhile effort? When there’s cross-functional accountability, there’s a connection at each dynamic touchpoint that might be changing or be pressed in a new direction. “If As a leader in customer success, who’s your friend in the C-suite? We hope so! At Totango Live!

Customer Journeys 97

Customer Journeys Customer Success Exercises B2B 97

Lumoa

FEBRUARY 21, 2023

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? One should begin by examining whether customer journey maps have been created to capture feedback at critical touchpoints, and if the program is aligned with those maps.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Comm100

FEBRUARY 6, 2023

Customers typically engage with your brand on different touchpoints. You’ll be able to map their customer journey, identify the touchpoints, and provide support whenever they ask. Employees have significant value as brand ambassadors and are the only human touchpoint between your customers and your institution.

Financial 192

Financial Trends Self Service Customer Experience 192

ShepHyken

JUNE 27, 2023

Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant? Is every touchpoint our customers experience with us optimized for ease and efficiency? Is there anything in our process that is unnecessary?

Exercises 120

Exercises Touchpoint Customer Service Training Customer Service 120

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

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

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

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

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. CUSTOMER JOURNEY MAPPING Being able to map customer journeys with your organization is a skillset unto itself.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

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. Organizing with touchpoints and stages.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

CloudCherry

MARCH 19, 2019

Companies can benefit from customer journey mapping exercises in many different ways. For example, revenue might be broken down into increasing the number of products per customer, where CX is responsible for increasing the number of authentic touchpoints between customers and product educators. Don’t delay the process.

Financial 218

Financial Metrics Customer Journeys NPS 218

CloudCherry

DECEMBER 1, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

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

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

CX Journey

NOVEMBER 17, 2015

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. Stakeholder involvement means that we can ensure that each touchpoint has the appropriate individual or departmental ownership assigned to it.

Customer Journeys 104

Customer Journeys Exercises Touchpoint Guidelines 104

CX Journey

OCTOBER 7, 2014

This post is about three key exercises to lay the foundation for beginning any customer listening efforts. They tie in nicely to your journey maps and are necessary to begin that exercise. Start with these three exercises to get your VoC program off to a solid start. A lot of people make that mistake. Make sure you execute well.

Customer Journeys 164

Customer Journeys Exercises Touchpoint Voice of Customer 164

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

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. This exercise requires their active presence. How can you choose the ideal customer persona for this exercise?

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

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. Plot Touchpoints. So start there.

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

ShepHyken

APRIL 11, 2018

Whether you’re customer-focused or not, this exercise is helpful. Identify all the touchpoints your customers have with your people and your organization’s processes. Rate these touchpoints and interactions one of three ways: company focused, customer focused, or neutral. I could write a small book about that discussion.

Customer Focused 99

Customer Focused Self Service Touchpoint Banking 99

ChurnZero

JULY 6, 2023

Once they went through this exercise, the problem became obvious. This means identifying all the touchpoints that customers will have and diligently creating the best experience for them. Mapping the touchpoints and milestones allows you to see the phases that are successful and those that might be festering issues.

Customer Journeys 52

Customer Journeys Tips Exercises Consulting 52

Beyond Philosophy

JUNE 13, 2020

When you apply the previous four rules in an exercise we call Behavioral Journey Mapping , an advanced take on traditional journey mapping, you can see how the different touchpoints in an experience influence customers’ decisions. Design your experience understanding the different ways customers make decisions.

Management 128

Management Customer Journeys Competitive Advantage Exercises 128

PK

APRIL 10, 2020

Working, learning, exercising, all at home, have implications for products and experiences. Consider frictionless touchpoints to allow customers to opt-out of physical interactions and opt into in-store digital assistance, touchless payment or cashierless checkout. No matter the activity, home is where it happens.

Retail 98

Retail Consumers Apparel Exercises 98

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Everyone is talking about journeys. But 99% of enterprises don’t bring those journeys into their CX programs.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

CSM Magazine

NOVEMBER 4, 2022

TX bridges user, customer, and employee experience disciplines into one transformational experience that unifies every customer touchpoint, aligns the brand across every channel and platform, harmonizes business functions, and establishes complete trust within the customer journey. We all must envision the Total Experience (TX).

Strategy 52

Strategy Touchpoint Employee Experience Exercises 52

Totango

JULY 19, 2022

Switching to a value-driven model requires implementing a solution that unifies your teams around digital touchpoints, customer health data and analytics, and powerful automation. Attempting to retrofit your CRM to accomplish this strategic initiative is likely an exercise in futility.

CRM 89

CRM Customer relationships Customer Success Exercises 89

CX Journey

APRIL 3, 2019

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. These are all learning exercises. Without that understanding, the exercises have failed. Characterize. Research your customers. Identify the jobs they are trying to do.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150