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.

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.”.

Trending Sources

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.

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.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

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.

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.

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).

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.

15% Off Journey Mapping and Management Certification Workshop, from Strativity

Comments from Previous Journey Management Workshops “I think what was most interesting was showing the touchpoint tool, a very good platform tool, in which we can then organize the data and present that back to our colleagues. Stativity’s proprietary technology, 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

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!

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.

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

A Family Tree to Take Your Journey Maps from Macro to Micro

Touchpoint Dashboard

The post A Family Tree to Take Your Journey Maps from Macro to Micro appeared first on Touchpoint Dashboard. Blog customer experience customer journey Experience Map journey management Journey Map journey mapping Touchpoint Map

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

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.

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.

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.”

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.

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!

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?

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?

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.

One Piece of Customer Communication that Fails to Delight

360Connext

Blog Communications Customer Engagement Customer Experience Featured communication customer journey invoices linkedin loyalty relationships touch point touchpointCustomers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week?

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.

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 38

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 38

Using Behavioral Economics to turn Irrational Decision-Making into Exceptional Customer Experiences

Strativity

Behavioral economists can provide insight into how customers interact, both rationally and irrationally, with a firm’s touchpoints across their customer journey, a key component of customer experience. Blogs & Articles customer engagment Customer Experience customer journey mapping customer relationships Customer Touchpoints CX cxstrategy CXUPDATE Employee Engagement Exceptional ROI StrategyRichard H.