Hackensack NJ, October 19, 2015 – Strativity Group announced the acquisition of Touchpoint Dashboard’s leading SaaS journey mapping platform. This is a natural progression following Strativity’s investment in journey management with Touchpoint Dashboard earlier in 2015. MORE
This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. MORE
How can you measure improvement of those touchpoints in a way that matters to a customer? Does your customer survey give you additional insights about these touchpoints today? The post The ROCX™ Report: How Journey Mapping Software Transforms Customer Touchpoints Into Action Drivers that Deliver ROI appeared first on CustomersFirst Now. Executive Overview. MORE
The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized? What are the most popular “mobile-powered” customer experience touchpoints that are part of this digital evolution? For now, just focus on the initial phase: getting up to speed with mobile-powered customer experience touchpoints and systems. MORE
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, fast and easy journeys for the customer. MORE
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. MORE
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 MORE
When a customer chooses a brand in the food service industry, t he touchpoints he can meet according to the path he follows are so many and different (a complete map includes more than a hundred touchpoints). MORE
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. MORE
And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Don’t reserve empathy for one set of customers or only the big touchpoints. MORE
Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints. Customer Experience ROI Opportunities in B2B Touchpoints. MORE
Every touchpoint is both a risk to lose the customer and also a big opportunity to win his confidence, loyalty and word of mouth. When it comes to fashion retail , there are so many and different touchpoints. Today we enter the fantastic world of a fashion store. MORE
Touchpoint Dashboard has regular product updates and we wanted to let you know about the latest release which happened on Monday, August 7th. includes the following: We’ve added a great new feature for Touchpoint Hyperlinks. This allows you to link to micro-journeys (or anywhere else) directly off of a touchpoint. The post Product News – Touchpoint Dashboard 1.7.4 appeared first on Touchpoint Dashboard. MORE
28 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 MORE
The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized? What are the most popular “mobile-powered” customer experience touchpoints that are part of this digital evolution? For now, just focus on the initial phase: getting up to speed with mobile-powered customer experience touchpoints and systems. MORE
One of the most rewarding parts of being a Customer Experience Investigator™ is when a client and I gather people from all departments of their organization to map the customer touchpoints. We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a […]. The post Touchpoint Mapping: Discovery, Enlightenment, and A-HA! MORE
In your customer experience improvement and design efforts, while it’s important to look at individual touchpoints, moments of truth, interactions, channels, etc., Blog customer experience Journey Map touchpoints Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on February 6, 2014. It’s simple. Customer experience is a journey. MORE
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! MORE
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. MORE
During this week’s Inspire Days user conference in Boston, Bjorn Hildahl, Head of DXP Business Unit for Quadient presented on an increasingly important topic: What is Digital Experience? Bjorn defined digital as the change from an Enterprise determining how they interact with their customer to a model of the customer determining how they interact with the Enterprise. It is all about interactive data and more specifically about MORE
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.” MORE
Strativity’s Lior Arussy discusses the acquisition of Touchpoint Dashboard with CRMExchange. . News and Press customer Customer Experience customer journey mapping Customer Touchpoints CXUPDATE Lior Arussy MORE
Blog Experience Map Journey Map Touchpoint Map “Two roads diverged in a yellow wood, And sorry I could not travel both And be one traveler, long I stood And looking down one as far as I could To where it bent in the undergrowth;” -Robert Frost, from his poem “The Road Not Taken When Robert Frost wrote “The Road Not Taken” in […]. MORE
This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. MORE
Reading Time: 3 minutes Many in the CX space like to talk about touchpoints—a lot. Touchpoints are an important term, but like so many business words, they can easily flow from “word” to “buzzword” in a blink of an eye. MORE
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. MORE
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. MORE
CX Banking Customer Experience MORE
It lacks actionability because it’s unclear which touchpoint it refers to. But unless you know what went wrong, at what touchpoint…well, good luck solving the problem. They are touchpoint-specific. But customers have different expectations at each touchpoint. MORE
Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey. So we decided to share some sample touchpoints and translate them for you. A Dozen Crazy Customer #Touchpoints Translated! MORE
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. MORE
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 MORE
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. MORE
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. MORE
New Customer Experience Mapping Platform Allows Utilities to Gain Visibility into Customer Touchpoints E Source is pleased to announce the launch of JourneyHub, a journey-mapping platform that will allow utilities to easily trace customer touchpoints, share best practices as a community, and better understand how customers interact with and feel about their utility companies. Blog Press Releases Experience Map Journey Map Touchpoint Map MORE
One example of this is leading retailer JCPenney, The post Retail TouchPoints recognizes JCPenney in Customer Engagement Awards appeared first on ForeSee. Retailers understand that the customer journey is changing, but only a portion have executed strategies to address and improve the process successfully. Client Voices Retail JCPenney NRF MORE
Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints. MORE
The so–called touchpoints are present in large numbers and they are usually underestimated or ignored by companies. Touchpoint Mapping customer journey kerry bodine touchpoint“ Every contact we have with a customer influences whether or not they’ll come back. MORE
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 […]. MORE
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. MORE
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. MORE
We’ve found that surveying customers about their interactions across major touchpoint is an easy place to start. Once you decide to build your CX program in this way, you need to settle on a touchpoint to investigate. We’ll walk through what these criteria mean using four example banking touchpoints: Banking Customer Experience Customer Experience StrategyAs you begin building a customer experience (CX) program, a common first step is gathering feedback from your customers. MORE
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. MORE
One of the most exciting developments of the past few years is the recognition, in the words of McKinsey , that “end-to-end customer journeys, not individual touchpoints, are the unit to measure when setting priorities for your customer-experience investments.”. MORE
Touchpoint Related Topics 360Connext
OCTOBER 22, 2014
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.
MaritzCX
FEBRUARY 8, 2018
This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.
MaritzCX
FEBRUARY 8, 2018
This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here.
360Connext
FEBRUARY 9, 2018
Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey. So we decided to share some sample touchpoints and translate them for you. A Dozen Crazy Customer #Touchpoints Translated!
Customer Bliss
SEPTEMBER 17, 2015
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.
Centriam Customer Experience Lab
AUGUST 2, 2018
We’ve found that surveying customers about their interactions across major touchpoint is an easy place to start. Once you decide to build your CX program in this way, you need to settle on a touchpoint to investigate. We’ll walk through what these criteria mean using four example banking touchpoints: Banking Customer Experience Customer Experience StrategyAs you begin building a customer experience (CX) program, a common first step is gathering feedback from your customers.
Centriam Customer Experience Lab
JULY 26, 2018
CX Banking Customer Experience
Wired and Dangerous
JUNE 4, 2018
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, fast and easy journeys for the customer.
Customer Bliss
JANUARY 19, 2016
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.
Customer Bliss
JANUARY 19, 2016
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.
Customer Bliss
JANUARY 19, 2016
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.
Kerry Bodine
OCTOBER 2, 2017
One of the most exciting developments of the past few years is the recognition, in the words of McKinsey , that “end-to-end customer journeys, not individual touchpoints, are the unit to measure when setting priorities for your customer-experience investments.”.
Who's Your Gladys?
MARCH 30, 2017
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!
Strativity
OCTOBER 19, 2015
Hackensack NJ, October 19, 2015 – Strativity Group announced the acquisition of Touchpoint Dashboard’s leading SaaS journey mapping platform. This is a natural progression following Strativity’s investment in journey management with Touchpoint Dashboard earlier in 2015.
ClearAction
NOVEMBER 14, 2017
Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints. Customer Experience ROI Opportunities in B2B Touchpoints.
360Connext
JULY 21, 2016
One of the most rewarding parts of being a Customer Experience Investigator™ is when a client and I gather people from all departments of their organization to map the customer touchpoints. We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a […]. The post Touchpoint Mapping: Discovery, Enlightenment, and A-HA!
News & Customer Experience
SEPTEMBER 15, 2015
Every touchpoint is both a risk to lose the customer and also a big opportunity to win his confidence, loyalty and word of mouth. When it comes to fashion retail , there are so many and different touchpoints. Today we enter the fantastic world of a fashion store.
News & Customer Experience
AUGUST 17, 2015
When a customer chooses a brand in the food service industry, t he touchpoints he can meet according to the path he follows are so many and different (a complete map includes more than a hundred touchpoints).
Truthlab
JANUARY 31, 2018
Reading Time: 3 minutes Many in the CX space like to talk about touchpoints—a lot. Touchpoints are an important term, but like so many business words, they can easily flow from “word” to “buzzword” in a blink of an eye.
Wired and Dangerous
NOVEMBER 30, 2015
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.
Topdown
JUNE 9, 2016
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.”
CX Journey
AUGUST 18, 2016
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.
News & Customer Experience
DECEMBER 1, 2015
The so–called touchpoints are present in large numbers and they are usually underestimated or ignored by companies. Touchpoint Mapping customer journey kerry bodine touchpoint“ Every contact we have with a customer influences whether or not they’ll come back.
Interaction Metrics
MAY 31, 2016
It lacks actionability because it’s unclear which touchpoint it refers to. But unless you know what went wrong, at what touchpoint…well, good luck solving the problem. They are touchpoint-specific. But customers have different expectations at each touchpoint.
Touchpoint Dashboard
NOVEMBER 23, 2013
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
Touchpoint Dashboard
AUGUST 15, 2017
Touchpoint Dashboard has regular product updates and we wanted to let you know about the latest release which happened on Monday, August 7th. includes the following: We’ve added a great new feature for Touchpoint Hyperlinks. This allows you to link to micro-journeys (or anywhere else) directly off of a touchpoint. The post Product News – Touchpoint Dashboard 1.7.4 appeared first on Touchpoint Dashboard.
Quadient
SEPTEMBER 20, 2018
During this week’s Inspire Days user conference in Boston, Bjorn Hildahl, Head of DXP Business Unit for Quadient presented on an increasingly important topic: What is Digital Experience? Bjorn defined digital as the change from an Enterprise determining how they interact with their customer to a model of the customer determining how they interact with the Enterprise. It is all about interactive data and more specifically about
Touchpoint Dashboard
JULY 15, 2014
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.
Touchpoint Dashboard
AUGUST 25, 2014
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
Bold360
JUNE 6, 2016
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
Touchpoint Dashboard
DECEMBER 5, 2014
In your customer experience improvement and design efforts, while it’s important to look at individual touchpoints, moments of truth, interactions, channels, etc., Blog customer experience Journey Map touchpoints Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on February 6, 2014. It’s simple. Customer experience is a journey.
Strativity
OCTOBER 28, 2015
Strativity’s Lior Arussy discusses the acquisition of Touchpoint Dashboard with CRMExchange. . News and Press customer Customer Experience customer journey mapping Customer Touchpoints CXUPDATE Lior Arussy
Touchpoint Dashboard
AUGUST 5, 2015
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.
Touchpoint Dashboard
JULY 1, 2015
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.
CustomersFirst
MARCH 7, 2017
How can you measure improvement of those touchpoints in a way that matters to a customer? Does your customer survey give you additional insights about these touchpoints today? The post The ROCX™ Report: How Journey Mapping Software Transforms Customer Touchpoints Into Action Drivers that Deliver ROI appeared first on CustomersFirst Now. Executive Overview.
ForeSee
JANUARY 15, 2018
One example of this is leading retailer JCPenney, The post Retail TouchPoints recognizes JCPenney in Customer Engagement Awards appeared first on ForeSee. Retailers understand that the customer journey is changing, but only a portion have executed strategies to address and improve the process successfully. Client Voices Retail JCPenney NRF
Touchpoint Dashboard
AUGUST 18, 2014
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 […].
Eptica
FEBRUARY 23, 2016
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.
Touchpoint Dashboard
APRIL 2, 2014
New Customer Experience Mapping Platform Allows Utilities to Gain Visibility into Customer Touchpoints E Source is pleased to announce the launch of JourneyHub, a journey-mapping platform that will allow utilities to easily trace customer touchpoints, share best practices as a community, and better understand how customers interact with and feel about their utility companies. Blog Press Releases Experience Map Journey Map Touchpoint Map
Touchpoint Dashboard
NOVEMBER 5, 2013
Blog Experience Map Journey Map Touchpoint Map “Two roads diverged in a yellow wood, And sorry I could not travel both And be one traveler, long I stood And looking down one as far as I could To where it bent in the undergrowth;” -Robert Frost, from his poem “The Road Not Taken When Robert Frost wrote “The Road Not Taken” in […].
360Connext
AUGUST 23, 2018
And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Don’t reserve empathy for one set of customers or only the big touchpoints.
CXApp
JULY 31, 2018
The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized? What are the most popular “mobile-powered” customer experience touchpoints that are part of this digital evolution? For now, just focus on the initial phase: getting up to speed with mobile-powered customer experience touchpoints and systems.
CXApp
JULY 31, 2018
The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized? What are the most popular “mobile-powered” customer experience touchpoints that are part of this digital evolution? For now, just focus on the initial phase: getting up to speed with mobile-powered customer experience touchpoints and systems.
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