All Touchpoints in the Customer Journey Are Not Created Equal!

Wired and Dangerous

Even service providers who decorate their in-store or online experience with lots of joyful TLC and attention to details, then make online check-out, paper invoicing, or the cash register encounter seem like it was concocted and managed by an IRS agent eager to do an audit.

Create An Online Experience That Reduces Cart Abandonment Rates

Second to None

Establishing an excellent brand experience in the modern age is impossible without providing enhanced value to consumers that visit your online channels. However, simply having the option of buying your product online is not enough based on current consumer expectations. If you are not aligning your eCommerce brand experience with the rest of your consumer touchpoints, it will be challenging to retain a positive brand perception.

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The Most Important Touchpoint in the Customer Journey

Wired and Dangerous

Even service providers who decorate their in-store or online experience with lots of joyful TLC and attention to details make online check-out, paper invoicing, or the cash register encounter seem like it was concocted and managed by an IRS agent eager to do an audit.

Customer Experience Is… What, Exactly?

Experience Investigators by 360Connext

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Touchpoint Inventory.

STEPPING OUT WITH CUSTOMER JOURNEY ANALYTICS

inQuba

Mapping the customer journey is often the first step an organisation takes when it wants to improve the customer experience. The more touchpoints you have, the more complicated — but necessary — such a map becomes[i]. The ultimate goal is to provide better experiences for customers.

The online retail Christmas battle; what makes a winning digital experience?

Maru/Matchbox

Since 1999, Maru/edr have been benchmarking the online retail landscape over the crucial Christmas trading period to unearth best practice and understand what makes a winning digital customer experience. What makes ASOS’s online experience so great? After sales care.

Customer Experience Predictions for 2019

Maru/Matchbox

Customer Experience has never been so important. As household names like House of Fraser and Marks and Spencer push forward with restructuring plans, we explore four key customer experience trends that will make or break retailing brands in 2019.

5 breakthrough in-store experiences (and the employees behind them)

Qualtrics

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints.

10 Steps to Immediately Improve Customer Retention With Journey Analytics

Pointillist

Journey analytics can quickly focus attention on the biggest opportunities to improve customer retention by answering critical questions such as: Which customer service interactions result in poor customer experiences and sub-par retention? But experiences accumulate over time.

Relationship vs Transactional Surveys for Measuring the Customer Experience

delighted

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. These metrics help you work out where you can improve your customer experience to boost engagement and increase sales from potential and existing customers.

NPS 40

The Ultimate Guide to Creating a Customer Journey Map

LiveChat

A customer journey map is a way to graphically present the whole experience of your customer when he interacts with your business. That’s why you also need to gather anecdotes of user experience. 3) Customer support/sales. how you can improve their online experience.

48 retail survey questions for the customer feedback you need

delighted

According to UBS , 40% of customers still like to experience products first-hand before purchasing, and shoppers still love the instant gratification of an in-person purchase. Even with the rise of ecommerce and shuttering of retail incumbents, the in-store experience can still be a gamechanger for your company. This new generation of customers is expecting a different kind of in-store experience. Don’t risk it: measure, and improve those experiences with CES surveys.