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
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 MORE
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. 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
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? 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
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
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. MORE
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
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 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. 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
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. MORE
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 […]. 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
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
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
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. 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
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? MORE
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! 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
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 […]. 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
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? MORE
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. MORE
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 […]. MORE
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. 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
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! MORE
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 […]. 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
Blog customer experience data Experience Map Journey Map metrics Touchpoint MapRemember the old Reese’s Peanut Butter Cups commercials from the ’80s? MORE
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. 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
Blog White Papers Experience Map Journey Map Touchpoint Map Today, customer experience is at the forefront of company strategy across industries worldwide. MORE
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. 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.
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.
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.
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.
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.
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!
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
Verint
MARCH 21, 2017
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.
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.
Verint
JANUARY 9, 2017
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.
nanorep
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
360Connext
FEBRUARY 13, 2017
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.
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
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.
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.”
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.
360Connext
DECEMBER 29, 2014
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!
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.
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.
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 […].
Touchpoint Dashboard
MAY 29, 2015
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.
CX Journey
OCTOBER 1, 2015
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
Touchpoint Dashboard
MAY 14, 2015
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.
Jacada
APRIL 5, 2017
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.
CX Journey
AUGUST 18, 2015
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.
360Connext
MAY 13, 2015
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?
Touchpoint Dashboard
APRIL 1, 2015
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.
Touchpoint Dashboard
JUNE 11, 2015
Blog customer experience data Experience Map Journey Map metrics Touchpoint MapRemember the old Reese’s Peanut Butter Cups commercials from the ’80s?
Touchpoint Dashboard
MARCH 19, 2015
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!
Experience Matters
JANUARY 9, 2017
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 […].
Experience Matters
JANUARY 9, 2017
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 […].
Customer Bliss
SEPTEMBER 10, 2015
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.
Touchpoint Dashboard
JANUARY 21, 2015
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?
Touchpoint Dashboard
JANUARY 14, 2015
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 […].
Martha Brooke
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
MARCH 9, 2015
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 […].
Touchpoint Dashboard
MARCH 11, 2014
Blog White Papers Experience Map Journey Map Touchpoint Map Today, customer experience is at the forefront of company strategy across industries worldwide.
360Connext
FEBRUARY 20, 2017
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?
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