Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. The key outcomes of posting a customer journey mapping workshop are… to bring together the entire organization where each and every department is represented.

Customer Journeys 68

Customer Journeys How To Touchpoint Loyalty 68

Lumoa

JANUARY 31, 2023

Customer experience refers to how customers perceive their interactions with your company. Customer experience matters across all the channels and all the touchpoints of the customer journey. Start by Measuring the overall experience Some companies measure customer experience at every crucial customer touchpoint.

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

InMoment XI

OCTOBER 24, 2023

Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. Each of these interactions leaves behind a trail of data. What Are Speech Analytics?

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Kerry Bodine

JULY 10, 2017

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. And it’s definitely messy—by the end of a typical customer workshop, our workshop room usually looks like the colorful aftermath of a sticky note tornado.

Customer Journeys 214

Customer Journeys B2C Exercises Touchpoint 214

ShepHyken

MARCH 10, 2024

Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable. Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

Experience Investigators by 360Connext

APRIL 14, 2020

Systems, procedures, and touchpoints. What are the channels, touchpoints, and systems your customers are using? Consider three categories when gathering data for journey maps: 1) Customer feedback and emotional data; 2) Customer behavior and actions; 3) Systems, procedures, and touchpoints. Workshop virtually.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. 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.”

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. The customer experience map is a powerful tool that allows businesses to gain a comprehensive understanding of customer interactions with their brand or service.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Experience Investigators by 360Connext

JUNE 13, 2023

This can be a successful approach, particularly when organizations value operational efficiency and want to ensure that customer interactions are streamlined across all touchpoints. For instance, Microsoft has a dedicated CX Center of Excellence, which plays a crucial role in transforming their customer interactions.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Kerry Bodine

JANUARY 27, 2018

In it, she describes how a simple thought experiment—yes, imagining herself as a T-Rex—helps her facilitate amazing workshops with our clients and their customers. Read this post to up your own workshop facilitation game. (T-Rex Number 5: Why You Need To Measure Journeys—Not Just Touchpoints.

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty.

Retail 78

Retail Engagement Strategy Customer Experience 78

Kerry Bodine

JUNE 20, 2017

Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and which customers should (and shouldn’t) be invited. So what they won’t expect is for you to turn every idea voiced during a workshop into a reality.

Touchpoint 120

Touchpoint Feedback Financial Customers 120

Seaton CX

SEPTEMBER 27, 2023

We ran a workshop for a cable internet operator and identified 114 customer pain points in 90 minutes—and that’s only what employees already knew about ! The Folly of Optimizing Touchpoints With limited resources—time, money, and people—you’re forced to direct your activities toward changes that produce the biggest business outcomes.

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52

Dapresy

JULY 14, 2020

With his Data Visualization workshop just around the corner, we wanted to hear what participants can expect, but also take the opportunity to pick his brain on topics like data-driven decision making, industry hardships, and more. We must honestly ask ourselves if we are gaining better insights with the help of interactive data visualization.

Data 52

Data Self Service Industry Technology 52

Kerry Bodine

NOVEMBER 15, 2017

You mentioned a regression analysis that showed that journeys are better predictors than individual touchpoints of customer satisfaction and likelihood to recommend. You can find more information about their research my blog post entitled Why You Need To Measure Journeys—Not Just Touchpoints. How was that calculated?

Customer Journeys 120

Customer Journeys Exercises Contact Center Touchpoint 120

Lumoa

FEBRUARY 20, 2018

Customer experience refers to how customers perceive the interactions with your company. Customer experience matters across all the channels and all the touchpoints of customer journey. start by Measuring the overall experience Some companies measure customer experience at every crucial customer touchpoint.

Customer Experience 376

Customer Experience How To NPS Touchpoint 376

Lumoa

JULY 17, 2023

According to Accenture Interactive’s Pulse Check report, 91% of consumers are likely to shop with brands that recognize them, remember previous transactions, and provide relevant offers and recommendations. As AI technology advances, companies can anticipate even more sophisticated features that enrich customer interactions.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

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. Resource: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience by Annette Franz.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

SurveySensum

JANUARY 26, 2024

From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey. Key Touchpoints : Social media ad showcasing the app’s features. Offer webinars or workshops to deepen their understanding and facilitate decision-making.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

ShepHyken

NOVEMBER 20, 2020

To create the flow: Describe a typical interaction between a customer and an operator. Make it step-by-step to include every communication touchpoint. The flow must have different touchpoints based on the customer’s answers. Include an explanation of each touchpoint in a separate document. Consider different scenarios.

Ecommerce 142

Ecommerce Training Customer Service Net Promoter Score 142

Michel Falcon Experience

APRIL 3, 2019

Not only that, I’m going to teach you how to host a customer journey mapping workshop for your company. Listen to what Steve Mascarin, a local dentist here in Toronto had to say after we hosted a customer journey mapping workshop for his company. The little interactions within the customer journey.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. 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.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

BirdEye

JUNE 4, 2021

These days, customers expect seamless experiences across digital touchpoints and instant responses to their messages. A CXO dedicates their time to delivering fantastic experiences across physical and digital touchpoints and turning customers into brand evangelists. Can you tell us a little bit about Smile Workshop? Try Birdeye.

Social Media 98

Social Media Touchpoint Customer Journeys Communication 98

Retently

MARCH 11, 2024

Registration Process The registration process is often the first touchpoint attendees have with your event, setting the tone for their overall experience. Gathering feedback on these initial interactions can help streamline your processes, making a positive first impression on future attendees. keynotes, panels, workshops)?” “How

Survey 119

Survey Analysis Feedback Effort Score 119

Kerry Bodine

JANUARY 23, 2017

McKinsey & Company backs me up on this: In March 2016, it reported that “journey performance is significantly more strongly linked to economic outcomes than are touchpoints alone.” What new touchpoints need to be developed to realize this vision? Which current touchpoints need to go away? Make the business case.

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

GetFeedback

AUGUST 14, 2019

Customer Satisfaction Score (CSAT) is a straightforward measurement to use, most widely used in measuring a specific interaction or experience. This type of specific interaction is often measured and included in Customer Experience Management. Once those changes are rolled out, measure CSAT around the touchpoint of the invoice again.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

ShepHyken

FEBRUARY 18, 2024

It’s the interactions customers have with employees – all employees. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Those interactions can include human-to-human and everything else (website, opening a package, etc.).

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ChurnZero

MARCH 22, 2023

Once your group is assembled, you should map the current journey and look for places where the customer experience isn’t optimal, where there are no touchpoints, and where internal processes are rocky. Start by estimating the time each touchpoint takes to complete. Want to learn how to lay a strong foundation for your CS team?

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

Strativity

NOVEMBER 21, 2019

While some individuals are naturally more attuned to deliver memorable moments, for everyone to deliver in a consistent manner, on a consistent basis , you must piece together what the touchpoints for your organization should look like and articulate your vision in a digestible way. Great interactions truly pay off! Why co-create ?

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

SurveySensum

JULY 4, 2023

Given below are 6 touchpoints you can optimize at your stores to ensure a memorable shopping experience for your customers. Optimizing Touchpoints for a Memorable Experience Customers go through many touchpoints when shopping in-store. These touchpoints can be store layout, staff behavior, checkout process, etc.

Retail 52

Retail Customer Experience Touchpoint Survey 52

SurveySensum

JULY 4, 2023

Given below are 6 touchpoints you can optimize at your stores to ensure a memorable shopping experience for your customers. Optimizing Touchpoints for a Memorable Experience Customers go through many touchpoints when shopping in-store. These touchpoints can be store layout, staff behavior, checkout process, etc.

Retail 52

Retail Customer Experience Touchpoint Survey 52

Quadient

JULY 25, 2022

A current state journey map is a data-based visual representation of the customer’s experience and perceptions of their interactions with your company as it is today. To create an accurate current state journey map, you’ll need to gather data related to actual customer interactions currently.

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

SurveySparrow

JUNE 30, 2023

They are experts in orchestrating seamless interactions between a company and its customers, aiming to provide delightful experiences at every touchpoint. To ensure a consistent customer-centric approach across the organization, they create training materials, run workshops, and coach team members.

Customer Experience 52

Customer Experience Customer Journeys Self Service Customer Centricity 52

SurveySensum

NOVEMBER 28, 2023

The Solution – Step-By-Step Process Across the automotive customer journey , there are multiple important touchpoints where interaction happens., across the automotive customer journey.

Automotive 52

Automotive NPS Feedback Case Study 52

Strativity

MARCH 7, 2023

As ChatGPT remains in the zeitgeist as ghost writer , exam taker , and creative director , it’s important for brands to acknowledge this wholly new consumer interaction point. With the growth of Al, consumers may discover and interact with a brand’s personality in ways marketing teams will no longer control.

Brands 98

Brands Analytics Consumers Technology 98