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!

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.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

touchpoint can be used in concert to deliver faster and better business results, along with richer and more engaging. CX Innovation: Rising to the Challenge of Techno-Consumerism Through.

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.”.

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.

#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.

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!

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.

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 & 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).

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.

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.

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.

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.

Customer Journey Touchpoint Analysis

Bold360

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

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.

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

Retail TouchPoints recognizes JCPenney in Customer Engagement Awards

ForeSee

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

The ROCX™ Report: How Journey Mapping Software Transforms Customer Touchpoints Into Action Drivers that Deliver ROI

CustomersFirst

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.

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.

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.

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

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.

Strativity Acquistion of Touchpoint Dashboard Shifts Focus to Customer Journey Management

Strativity

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

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.

E Source Launches JourneyHub (white label version of Touchpoint Dashboard)

Touchpoint Dashboard

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

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.

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.

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.

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.

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 […].

Document THIS! Betrayed by Customer Experience Documentation

360Connext

Blog Customer Experience Featured call center customer journey mapping customer service customer touchpoint leadership management measurement processProcesses involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping. The post Document THIS!

Your Touchpoint Path May Be Slippery – Proceed with Caution

Touchpoint Dashboard

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 […].