Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Here are three places where the employee experience intersects with the customer experience, in sometimes surprising ways. 3 Key Touchpoints where Employee Experience and Customer Experience Meet: 1. Listen to employees for to understand their engagement AND their ideas for customers. Help them live up to that everyday.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? And why do they matter for customer experience teams?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Experience Investigators by 360Connext

DECEMBER 29, 2014

What is a Touchpoint? Understanding customer touchpoints is essential to delivering a superior customer experience. But they must be understood and appreciated from the customer’s perspective. How do you identify the touchpoints that matter the most? 5 Most Awful Customer Experience Solutions of All Time.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? And why do they matter for customer experience teams?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Whether you’re customer-focused or not, this exercise is helpful. Follow on Twitter: @Hyken.

Customer Focused 106

Customer Focused Self Service Touchpoint Banking 106

TechSee

NOVEMBER 27, 2024

Encourage employees to escalate customer concerns promptly. Leadership Commitment Set clear expectations for customer-focused behavior at the leadership level. Regularly communicate the importance of customer satisfaction to all employees. Visual Guidance  Visual communications are a powerful tool for support agents.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

InMoment XI

AUGUST 3, 2023

Armed with these in-depth insights, businesses can fine-tune their product offerings, service delivery, and marketing strategies to align precisely with customer demands and desires. Moreover, unstructured data analytics offers a holistic view of the customer journey , capturing the entire spectrum of interactions across various touchpoints.

Analytics 366

Analytics Customer Insights Data Social Media 366

eglobalis

OCTOBER 1, 2024

This journey would involve teams from Marketing, Product, Customer Support, and even Logistics. By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

Customer Bliss

JANUARY 26, 2016

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill.

Customer Focused 120

Customer Focused Chief Customer Officer How To Metrics 120

Kerry Bodine

JUNE 7, 2018

Even when crafted in customer-friendly language, journey maps too often take a myopic view of the story. Maps that only show where the customer is interacting with your own touchpoints miss critical opportunities to generate empathy and provoke innovative solutions.

Customer Journeys 136

Customer Journeys Customer Focused Customer Confidence Banking 136

ShepHyken

JANUARY 4, 2017

Assuming you have the customer service vision statement – or mantra, as I like to call it – the next step is to prove how everyone in the organization impacts that vision. Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you.

Customer Journeys 101

Customer Journeys Customer Focused Culture Touchpoint 101

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. Example: A telecommunications company uses surveys to gather insights on customer satisfaction with their sales team, then makes adjustments to their outreach strategies based on the responses.

Sales 266

Sales Customer Experience e-support Examples 266

Wired and Dangerous

JUNE 4, 2018

Take special care of all disappointed or departing customers. Let your next empathy walk with customers focus on the customer’s last encounter, not their first. Get customers involved in teaching you about their “last touch” expectations—and, then find ways to exceed them. You lose before you even begin.

Touchpoint 102

Touchpoint Customer Journeys Social Media Retail 102

GetFeedback

JULY 23, 2018

Organizations need to get inside the heads of their customers and see things from their perspective to understand how to best deliver products and services in the most customer-focused way. Step 3: Define your touchpoints. Take each stage of customer behavior you have defined and write them across the top of the page.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

ECXO

MAY 16, 2024

This paradigm shift in leadership benefits not only the organization but also fosters lasting and meaningful relationships with customers. This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. What if standards for every role could be defined by customer expectations rather than industry norms?

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

InMoment XI

OCTOBER 24, 2024

Here are some key trends in customer engagement platforms to keep in mind as you evaluate current and future partners: 1. AI-Powered Engagement A majority of organizations already use AI in their customer-focused activities such as chatbots, recommendation engines, and more.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Comm100

DECEMBER 12, 2017

A key point to keep in mind with journey mapping is that the more touchpoints you have, the more complicated the map becomes. A journey map talks about the different questions and feelings that a customer has at each touchpoint. As you can see on the map, there are quite a few different touchpoints, even for this simple example.

Customer Journeys 194

Customer Journeys Customer Experience How To Touchpoint 194

CX Journey

AUGUST 1, 2014

What is a customer journey map? In simplest terms, it''s a way to walk in your customer''s shoes and to chart his course as he interacts with your organization (channels, departments, touchpoints, products, etc.) But it is the backbone of your customer experience management efforts. Why do you need a customer journey map?

Customer Journeys 155

Customer Journeys Training Tools Touchpoint 155

InMoment XI

OCTOBER 4, 2024

Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

JUNE 15, 2021

It’s not a project that you start and finish nor just about offering great customer service. Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

Comm100

FEBRUARY 6, 2023

It also allows you to create a more customer-focused experience. You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations. To humanize your digital customer experience, you need to map your client’s journey.

Financial 245

Financial Trends Self Service Customer Experience 245

Wired and Dangerous

NOVEMBER 30, 2015

Take special care of all disappointed or departing customers. Let your next empathy walk with customers focus on the customer’s last encounter, not their first. Get customers involved in teaching you about their “last touch” expectations—and, then find ways to exceed them. You lose before you even begin. tweet this.

Touchpoint 70

Touchpoint Customer Journeys Social Media Call Center 70

Blake Morgan

NOVEMBER 12, 2024

Here are five ways Jack in the Box’s marketing strategy directly impacts customer experience: Modernizing the Brand Jack in the Box updates its iconic identity while leveraging social media and digital channels. She is a customer experience futurist and author of three books on customer experience. 8CXLaws.com.

Strategy 65

Strategy Marketing Customer Experience Social Media 65

InMoment XI

SEPTEMBER 17, 2024

These principles are an example of what the principles of customer journey could look like in your organization. The exact principles you choose will depend on your business and the journey you build for your customers. What Are the Customer Journey Phases? What Is Customer Journey Analytics?

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

Experience Investigators by 360Connext

DECEMBER 17, 2019

4: How the Most Important Touchpoints Get Ignored, And How to Fix It. The number of ways customers can connect with our brand is greater than it’s ever been, and it just keeps growing. How can we take on the impossible list of touchpoints ? 3: How to Create the Best Customer Experience Solutions.

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

ECXO

APRIL 10, 2024

This concept can be applied to customer experience as well. When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience.

Connections 334

Connections Customer Experience Social Media Analysis 334

InMoment XI

JULY 23, 2024

When done perfectly, a holistic ecommerce customer experience approach ensures your customers have a seamless and positive experience at every touchpoint. Customer Journey Mapping Next, map out the entire customer journey. Discover some customer journey mapping examples to help you get started.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

ShepHyken

NOVEMBER 14, 2018

Identify touchpoints: First, start with mapping out every touchpoint your customer has with any aspect of your company. Every touchpoint must be identified. Details count: Be as detailed as possible with every touchpoint. Analyze each touchpoint: This is the fun part of the process.

How To 120

How To Touchpoint Customer Service Training Video 120

InMoment XI

FEBRUARY 14, 2024

What is Omnichannel Customer Experience? Omnichannel customer experience refers to providing a seamless and integrated experience for customers across multiple channels or touchpoints. Omnichannel strategies prioritize seamless integration and consistency across all customer touchpoints.

Omni-Channel 195

Omni-Channel Customer Experience Social Media Self Service 195

CX Journey

NOVEMBER 11, 2014

Use journey maps to.

Customer Journeys 189

Customer Journeys Touchpoint Customer Experience Professionals Customer Centricity 189

ShepHyken

JANUARY 20, 2021

What you need is a bullet point list of all the places customers interact with you. Make a list of these touchpoints. Brainstorm: Once you’ve identified the touchpoints, discuss and brainstorm ideas to improve each one. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 164

Customer Service Customer Journeys Exercises Touchpoint 164

ijgolding

OCTOBER 5, 2016

I first came across the acronym, VOC (Voice of the Customer), at the end of the nineties as an employee of General Electric (GE). Led for over twenty years by Jack Welch, GE was as customer focused an organisation as I have ever come across.

Touchpoint 205

Touchpoint Measurement Feedback Customer Journeys 205

Customer Bliss

AUGUST 15, 2017

You can think of the model as a snapshot, based on information from multiple touchpoints (this ties into her legal background), of where the customer journey is across different business models — and where it needs to arrive at. The process looks a bit like this: Invite customers. Focus on one customer issue.

Travel 204

Travel Industry Hotels Customer Journeys 204

InMoment XI

SEPTEMBER 19, 2024

End-to-End Customer Experience vs Customer Journey The difference between end-to-end customer experience and the customer journey is that one of them is business-focused while the other is customer-focused. The customer journey maps out the path a customer takes and focuses on individual touchpoints.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

ECXO

JUNE 23, 2024

This understanding will allow your team to create individualized success plans for your customers. Customer Journey Mapping: This is a process of visualizing the entire customer experience, from first contact through the entire relationship. It’s a great way to visualize where you can add value and enhance the experience.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

OCTOBER 7, 2024

In my work, I ensure that this information is shared so that we are all looking in the same direction in terms of customer expectations. 3. Design Seamless Customer Journeys: Mapping out and optimizing the customer journey is a critical task. Employees are the frontline ambassadors of customer experience.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373