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What IS a Customer Touchpoint?

360Connext

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. Customer touchpoints in general are not often understood or appreciated from the customer’s perspective. In short, an examination of touchpoints is often entirely company-focused.

Keep it simple – touchpoint mapping

Customer Bliss

There are many approaches to doing touchpoint mapping. In this first session, have employees map a draft of all the touchpoints and identify what they think are the priorities. And then validate the map with customers in a co-creation session where customers come up with new touchpoints as well as identify the priority touchpoints. Out of these sessions, do not start to map touchpoints. My recommendation is always to keep it simple.

Intelligent Customer Touchpoints: What Are They and Why Do You Need Them?

CX Journey

Identify and Understand Customers Identity-driven touchpoints are designed to understand who the prospect or customer is. Intelligent customer touchpoints do just that. This intelligent customer touchpoint results in significant cost-to-serve savings while reducing customers’ LoE.

Strengthen the Reliability of Key Customer Touchpoints

Customer Bliss

It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. Manage Key Customer Touchpoints. Measure the Reliability of Processes that Impact Customer Touchpoints.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

The Most Important Touchpoint in the Customer Journey

Wired and Dangerous

What kind of lasting impressions are you making today in your last touchpoint of your customers’ journey? There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less and easy journeys for the customer.

Customer Loyalty is in the Touchpoints – Have You Looked at Yours Recently?

Who's Your Gladys?

Follow the instructions below to analyze the customer touchpoints in your department or at your business. Make an effort to enhance those touchpoints and watch your customer loyalty scores grow. The post Customer Loyalty is in the Touchpoints – Have You Looked at Yours Recently? Customer Service customer loyalty customer service training customer touchpoints Taming Gladys The following article is a how-to excerpt from "Taming Gladys!

Torturous Touchpoints – What’s Lurking in Your Customer Journey?

Touchpoint Dashboard

Blog Journey Map Touchpoint Map I read something today that left me shaking my head in utter disbelief. You’ve probably heard the story, as it’s gone viral.

Create Future Journey Maps for Real Value—Rather Than Just Upgrading Touchpoints

Verint

Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan. Much has been written about how to develop a customer journey map.

Strengthen the Reliability of Key Customer Touchpoints

Customer Bliss

It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. Manage Key Customer Touchpoints. Measure the Reliability of Processes that Impact Customer Touchpoints.

Touchpoint Measurement 101: Part III

Touchpoint Dashboard

Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program. Touchpoint measurement is not the easiest thing in the world to do, especially if you […]. Blog Experience Map Journey Map Touchpoint Map

Still Just Upgrading Touchpoints? Create Future Journey Maps for Real Value

Verint

These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and build more loyal, long-term customers. As part of this process, there’s real value in mapping customer journeys.

Customer Journey Touchpoint Analysis

nanorep

Whether by default or by design, every company provides a customer experience. s unavoidable because, as sensory beings, we experience our interactions and the interactions we have with businesses are no different. The quality of those experiences when interacting with businesses is determined by a number of factors. Of the more important factors, how and where we interact with businesses greatly influences the type of customer experiences we have

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

360Connext

Customer Experience Customer Journey Mapping Featured customer journey mapping customer service leadership linkedin management touch point touchpointsCustomer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace.

Share for Success: Using Touchpoint Dashboard to Drive Organizational Change

Touchpoint Dashboard

Editor’s Note: Several of our clients have asked us to provide more examples of how others use Touchpoint Dashboard to support their customer experience initiatives. Blog Case Studies Experience Map Journey Map Touchpoint Map

Are Your Customer Communication Touchpoints This Stupid?

Topdown

The title of Micah Solomon’s recent Forbes article caught my eye: “ Stupid Touchpoints Are Worse Than No Touchpoints in Customer Service and Customer Experience.”

Why it is time to focus on the customer service journey, not just the touchpoints

Eptica

Date: Tuesday, February 23, 2016 Why it is time to focus on the customer service journey, not just the touchpoints. Author: Anne-Merete Jensen Research shows that 82% of consumers say they’ll switch to a rival if a mistake made at one of these touchpoints* is not addressed.

10 Must-Reads for a Better Customer Experience in 2015

360Connext

What is a Touchpoint? Understanding customer touchpoints is essential to delivering a superior customer experience. How do you identify the touchpoints that matter the most? We had a great 2014 but more importantly, customers did, too!

Gain Micro-Moment Insights Through Touchpoint

Touchpoint Dashboard

Why Micro-Moments Matter We’re on the Internet so often that we sometimes forget how much of an impact it has on our daily lives.

Mapping Micro-Moments with Touchpoint Dashboard.

Touchpoint Dashboard

Our fast-paced digital and mobile world has dramatically transformed consumer behavior. We act on dozens of instantaneous impulses to do, learn or buy something throughout the day. Patience is low and expectations are high. The companies that do the best job of meeting our instant needs succeed.

Are Processes Reliable at Key Customer Touchpoints?

Customer Bliss

It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. Manage Key Customer Touchpoints. Measure the Reliability of Processes that Impact Customer Touchpoints.

Share for Success: Using Touchpoint Dashboard as a Communication Management Tool

Touchpoint Dashboard

Several of you have asked if we could provide more examples of how others are using Touchpoint Dashboard in unique ways to support their customer experience initiatives. Blog Case Studies Experience Map Journey Map Touchpoint Map Over the past month, we’ve been spending a lot of time listening to our clients. It’s a fantastic suggestion, and we’re going to start doing that here on […].

5 Basic Journey Mapping Principles

Touchpoint Dashboard

Blog customer experience employee experience Experience Map Journey Map Touchpoint Map touchpointsThere are five basic principles that journey maps must adhere to. What are they? Many years ago (and still today), journey maps were created on butcher paper with post-it notes.

If You Don’t Know Where You’re Going…

CX Journey

Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015. Are you mapping who owns the step/touchpoint? customer experience employee experience journey map touchpoints

Using Personas to Enhance the Customer Experience

Touchpoint Dashboard

Blog customer experience Journey Map personas Touchpoint MapToday we’re pleased to share another guest post by Keenan Samuelson of E Source. This is part two of a two-part series on personas. In part one, we explored the steps to create a customer persona.

Moments of Truth

CX Journey

I don't agree with Carlzon that every touchpoint, every interaction, is a moment of truth. I think he's right that every touchpoint is an opportunity to form an impression, but I don't think every touchpoint becomes a make-or-break point.

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Digital Moments of Truth: Are You Mapping the Micro?

360Connext

B2B Customer Experience Customer Journey Mapping Featured customer engagement customer journey mapping customer service customer touchpoint digital linkedin marketing mobile sales touch points webinarHow do you know if your customer experience is working? REALLY working?

The changing nature of the customer journey

Jacada

In today’s omnichannel world, the customer journey is no longer a straight line from A to B, but rather a meandering path, encompassing multiple touchpoints.

Anxious to Get to Future State?

Touchpoint Dashboard

Blog customer experience Design Thinking Experience Map innovation Journey Map Touchpoint Map As part of your journey mapping efforts, you’ll likely create two types of maps: current state maps and future state maps.

Hey! You Got Your Metrics in My Journey Map!

Touchpoint Dashboard

Blog customer experience data Experience Map Journey Map metrics Touchpoint MapRemember the old Reese’s Peanut Butter Cups commercials from the ’80s?

Validating Your Journey Maps for #CX Success

Touchpoint Dashboard

Blog customer experience Experience Map Journey Map Touchpoint Map Have you validated your journey maps yet? Don’t know how or where to begin to do that? Read on for answers to your questions about validating journey maps!

Report: Lessons in CX Excellence, 2017

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the […].

B2C 34

Report: Lessons in CX Excellence, 2017

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the […].

B2C 34

Align Around Experience to Transform Accountability

Customer Bliss

Alignment Around Experience (competency 2) is not merely about doing touchpoint mapping. Align Around Experience align around experience customer journey framework journey mapping touchpoint mappingIt’s a competency to transform accountability and the language of leaders.

Getting Real Business Value from Customer Journey Mapping

MaritzCX

Why Should You Map Customer Journeys? Here are 18 Reasons!

Touchpoint Dashboard

Blog customer experience Experience Map Journey Map Touchpoint Map Today’s post is a modification of one that Annette wrote for CX Journey™ on November 11, 2014. Have you started journey mapping yet?

Tools 30

Golden Touchpoint™ Delivers Brand Promise & Creates Loyal Promoters

Pretium Solutions

Pretium Solutions infuses this new conversation in The Golden Touchpoint ™. The principles and behaviors of Pretium’s Golden Touchpoint™ change that landscape. As a direct result of infusing the Golden Touchpoint™ into Philips’ fabric of its approach to customers, employee behaviors were transformed and Net Promoter Scores increased dramatically and sustainably across their customer care footprint.

Getting Employee Buy-In for Your Customer Experience Transformation

Touchpoint Dashboard

Blog communication customer experience empathy Journey Map Touchpoint Map Today’s post is a modification of one that Annette wrote for CX Journey™ on September 23, 2014. You’ve begun your journey to transform the customer experience, but you realize you can’t do it without your employees. What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? As you know by […].

Tools 29

Journey Mapping Rule #1: Map from Customer Viewpoint

Touchpoint Dashboard

Blog customer experience Experience Map Journey Map Touchpoint Map Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: “Customer.” ” So, it’s no surprise, then, that the most important thing to do when mapping the customer experience or the customer journey is to do […].