Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. The key outcomes of posting a customer journey mapping workshop are… to bring together the entire organization where each and every department is represented.

Customer Journeys 68

Customer Journeys How To Touchpoint Loyalty 68

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! Journey mapping allows you to identify all the behaviours and feelings throughout the entire customer journey.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! That means capturing insights from every touchpoint and channel.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. Here’s how it works: the customers capture each interaction—each touchpoint—on a separate yellow sticky note, and then place those sticky notes on a paper continuum from “least useful” to “most useful.”

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

Kerry Bodine

NOVEMBER 29, 2017

I got a great question this morning from some colleagues who attended of one of our recent journey mapping workshops together: “Our marketing team would like to map the prospect journey from awareness up to purchase, but there are so many entry points and no linear process. Touchpoints. So resist the urge to create a CTBD.

Customer Journeys 225

Customer Journeys Touchpoint How To Customers 225

Experience Investigators by 360Connext

APRIL 23, 2024

So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

ShepHyken

MARCH 10, 2024

How to Identify and Improve Your Customer Journey Touchpoints by SurveyMonkey (SurveyMonkey) The customer experience is a direct result of several interactions across their journey. Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience. It’s any and every type of interaction.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Touchpoint Dashboard

MAY 18, 2014

Touchpoint Dashboard is pleased to report that we recently served as a strategic sponsor at the 2nd Annual Walker B-to-B Customer Experience Summit held at the Arizona Biltmore Hotel in Scottsdale, Ariz, April 29-May 1. Walker Information is a renowned organization in the customer intelligence field, and has been for 70 years.

Touchpoint 53

Touchpoint Customer Journeys Hotels Report 53

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Comprehensive training programs, workshops, and regular feedback sessions can ensure that every team member is aligned with the analytical vision. Enter analytics.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Strativity

APRIL 19, 2016

retains Danny Peters as Head of Client Success – Europe, Touchpoint Dashboard. announces an agreement with Danny Peters to represent Touchpoint Dashboard as Head of Client Success – Europe. Peters will lead sales and service for Touchpoint Dashboard in the EU. Says Touchpoint Dashboard Managing Director, Peter Haid.

Touchpoint 40

Touchpoint Customer Journeys Consulting Groups 40

Experience Investigators by 360Connext

JUNE 13, 2023

This can be a successful approach, particularly when organizations value operational efficiency and want to ensure that customer interactions are streamlined across all touchpoints. According to a survey conducted by Getfeedback in 2021 , 20% of CX professionals sit in the operations department under an Information Technology (IT).

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Kerry Bodine

JUNE 20, 2017

Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and which customers should (and shouldn’t) be invited. So what they won’t expect is for you to turn every idea voiced during a workshop into a reality.

Touchpoint 120

Touchpoint Feedback Financial Customers 120

ShepHyken

JUNE 27, 2023

Is every touchpoint our customers experience with us optimized for ease and efficiency? Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Is there anything in our process that is unnecessary? Connect with Shep on LinkedIn.

Exercises 120

Exercises Touchpoint Customer Service Training Customer Service 120

Dapresy

JULY 14, 2020

With his Data Visualization workshop just around the corner, we wanted to hear what participants can expect, but also take the opportunity to pick his brain on topics like data-driven decision making, industry hardships, and more. It must be professionally managed.

Data 52

Data Self Service Industry Technology 52

InMoment XI

MARCH 27, 2024

This can serve as a valuable customer service touchpoint in the buyer’s journey. You can even provide educational resources such as blog posts, videos, or workshops to help customers understand basic car maintenance and make informed decisions about their vehicles.

Automotive 260

Automotive Management Social Media Feedback 260

BirdEye

JUNE 4, 2021

These days, customers expect seamless experiences across digital touchpoints and instant responses to their messages. A CXO dedicates their time to delivering fantastic experiences across physical and digital touchpoints and turning customers into brand evangelists. Can you tell us a little bit about Smile Workshop? Try Birdeye.

Social Media 98

Social Media Touchpoint Customer Journeys Communication 98

ShepHyken

APRIL 14, 2024

Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. Connect with Shep on LinkedIn.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

Experience Investigators by 360Connext

DECEMBER 15, 2023

Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

SurveySensum

JANUARY 26, 2024

From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey. Key Touchpoints : Social media ad showcasing the app’s features. Offer webinars or workshops to deepen their understanding and facilitate decision-making.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

SurveySensum

JULY 4, 2022

In this article, we’ll talk about how you can listen to your customers’ experiences at every touchpoint of their car buying journey with your brand. Let’s first understand the touchpoint of the customer journey of buying a new car! This milestone is one of the primary touchpoints where consumers reject cars.

Automotive 52

Automotive Customer Journeys Survey Touchpoint 52

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 78

Customer Service Government Employee Experience Video 78

SurveySparrow

NOVEMBER 28, 2019

The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. You can attend sessions and workshops where you will learn more about the importance of machine learning and AI in CX.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. As part of the workshop, we had an in-depth discussion about three common emerging outsourcing priorities COPC Inc. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. It includes every touchpoint a customer has with the retailer, whether it’s walking into a store, speaking to customer representative or unwrapping the product at home. What sets an exceptional retail customer experience apart? The result?

Retail 78

Retail Engagement Strategy Customer Experience 78

GetFeedback

AUGUST 14, 2019

Once those changes are rolled out, measure CSAT around the touchpoint of the invoice again. . This approach can be used for any touchpoint you identify as a pain point for your customers. Use that feedback, along with what they share in the open text field, to create an action plan for improving the clarity of the invoice.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

SurveySensum

NOVEMBER 28, 2023

The Solution – Step-By-Step Process Across the automotive customer journey , there are multiple important touchpoints where interaction happens., across the automotive customer journey.

Automotive 52

Automotive NPS Feedback Case Study 52

Strativity

NOVEMBER 21, 2019

While some individuals are naturally more attuned to deliver memorable moments, for everyone to deliver in a consistent manner, on a consistent basis , you must piece together what the touchpoints for your organization should look like and articulate your vision in a digestible way. How should each touchpoint make your customers feel ?

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

ShepHyken

NOVEMBER 6, 2023

These surveys serve as valuable touchpoints for businesses to gather insights, gauge satisfaction and refine their strategies. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Self Service 65

Self Service Customer Service Contact Center Loyalty 65

SurveySparrow

SEPTEMBER 29, 2023

And one powerful tool that can help achieve this is a customer experience workshop. But what exactly is a customer experience workshop, and why is it so important? What is a Customer Experience Workshop? Read More: 10 Best Customer Experience Books of All Time Why is a Customer Experience Workshop Important?

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

Comm100

DECEMBER 19, 2017

Conducting internal workshops. It is also imperative that you start instilling a customer-focused attitude among employees through workshops and training, as well as ensuring your own stated values and behavior role-model what you want to achieve. Identifying gaps in the customer experience. Mapping the customer journey.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

FEBRUARY 18, 2024

I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. There’s more to it than that, but let’s move on.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

SurveySparrow

JUNE 30, 2023

They are experts in orchestrating seamless interactions between a company and its customers, aiming to provide delightful experiences at every touchpoint. To ensure a consistent customer-centric approach across the organization, they create training materials, run workshops, and coach team members.

Customer Experience 52

Customer Experience Customer Journeys Self Service Customer Centricity 52

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Dive into the qual and quant of customer experience research.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

Quadient

JULY 25, 2022

Current state journey map example (Insurance prospect): Learn how your prospects experience your company by mapping their current touchpoints to a sale and identifying reasons for drop off. Comprehensive visualization lets every employee experience a journey as a customer does, linking each touchpoint of the lifecycle in a global map.

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

Experience Investigators by 360Connext

NOVEMBER 12, 2014

When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. Not everything has to hit the mark exactly, but if the experience you deliver to customers is lacking any identity, you might as well pack it up.

Brands 259

Brands Hotels Consulting Loyalty Programs 259