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.

Software Solutions for Touchpoint Management

MaritzCX

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.

Software Solutions for Touchpoint Management

MaritzCX

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.

A Dozen Crazy Customer Touchpoints Translated

360Connext

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!

The SaaS Guide to Customer Engagement, Retention, and Advocacy

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.

Why You Need To Measure Journeys—Not Just Touchpoints

Kerry Bodine

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.”.

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

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.

How to Choose the Best Survey Touchpoint for a Banking CX Program

Centriam Customer Experience Lab

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.

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

next generation of omnichannel, digital touchpoints like mobile, social, and IoT coexist with traditional ones like the call center, field. businesses leverage AI to deliver consistent and touchpoint-tailored. If Artificial Intelligence (AI) for the overall business is a red hot.

3 Tips To Create A Great Banking Touchpoint Survey

Centriam Customer Experience Lab

CX Banking Customer Experience

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.

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.

All Touchpoints in the Customer Journey Are Not Created Equal!

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, fast and easy journeys for the customer.

Top 5 Things to Look For in a Workforce Optimization Solution

Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys

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!

Strativity Group Inc. Acquires Touchpoint Dashboard, LLC.

Strativity

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.

How the Most Important Touchpoints Get Ignored, And How to Fix It

360Connext

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. Try listing all the touchpoints where your brand interacts with your customer. So what should today’s customer experience professional do about all these touchpoints? It’s a matter of owning those touchpoints. How can we take on the impossible list of touchpoints? We could list them easily and agree easily to what they were.

Customer Experience ROI Opportunities on B2B Touchpoints

ClearAction

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.

Touchpoint Mapping: Discovery, Enlightenment, and A-HA! Moments

360Connext

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!

TOUCHPOINT & FASHION RETAIL

News & Customer Experience

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.

TOUCHPOINT & FOOD SERVICE INDUSTRY

News & Customer Experience

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).

Optimize your customer journey touchpoints

Enalyzer

Marketing has one job and that is to reach consumers at the moments that most influence their decisions, these are known as touchpoints. Touchpoints are anytime a potential or existing customer comes in contact with your brand, before, during or after their purchase.

5 Things You Need to Know About Touchpoints

Truthlab

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.

How to Create Your Customer Journey Map and Optimize the Touchpoints

Retently

CFN Insight – A customer journey mapping tool that makes it easy to improve the customer experience, identify touchpoints, and assign the right key decision makers to act on said customer journey touchpoints. Also, it helps you improve all touchpoints.

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.

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.

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.”

THE IMPORTANCE OF A CUSTOMER TOUCHPOINT MAP

News & Customer Experience

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.

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

Product News – Touchpoint Dashboard 1.7.4

Touchpoint Dashboard

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.

The Customer Journey: Managed vs UnManaged Touchpoints

CXApp

When it comes down to the grit and grime of business and marketing - there’s only so much you can control. What and how your existing and prospective customers perceive you is a delicate 50/50 balance.

Want to Fix Your Touchpoints? Lose NPS.

Interaction Metrics

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.

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.

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

Focus on Customer Journeys, not Just on Touchpoints

Touchpoint Dashboard

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.