Kerry Bodine

JANUARY 27, 2018

Read this post to understand how you should incorporate internal mapping exercises into your larger journey mapping initiatives. Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network.).

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Fine-tuning your CX elements is a constant exercise.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Lumoa

FEBRUARY 21, 2023

He further advised mulling through these few questions as an exercise as if you were starting the project afresh: What would we want the program to achieve? One should begin by examining whether customer journey maps have been created to capture feedback at critical touchpoints, and if the program is aligned with those maps.

Gamification 195

Gamification How To Customer Journeys Omni-Channel 195

CX Journey

APRIL 3, 2019

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Comm100

DECEMBER 19, 2017

Guided by the ideal customer interaction and the CX strategy, develop a protocol for customer service that will consistently offer value over the long term. Remember that these protocols will differ with customer groups because of their different needs. Collect and act upon customer insights.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

Experience Investigators by 360Connext

MAY 15, 2024

They shared the following advice: Give Customers Power Over Their Experience Maggie Gentry , Director of Experience Analytics at Community Health Network, started asking patients what their experience expectations are, and it has helped her team deliver better experiences faster. This also means focusing on the providers.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

ShepHyken

DECEMBER 4, 2020

As we have seen, if you do just one thing for experience, in a vacuum, absent of strategy, you are likely to generate more dissatisfied customers than if you had done nothing. When you offer only one better touchpoint, all the other points look and feel even worse. Creating a customer experience roadmap is not an easy exercise.

Roadmap 113

Roadmap Customer Experience Airlines How To 113

Bold360

FEBRUARY 1, 2017

In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. And that’s where the numbers that undergird customer insights are something like those children’s art projects. But what exactly is meant by customer insights?

Customer Insights 40

Customer Insights Customer Experience Strategy Marketing 40

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. customer feedback data), involving customers, and defining customer outcomes. . Personas help unlock customer insight. Source: MyCustomer.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

CX Journey

APRIL 3, 2019

There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Research your customers.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

ClearAction

AUGUST 3, 2023

Each work group did a 5-Why’s exercise, and their single-page strategy action plan addressed each 5th why. We recaptured millions in hours and dollars for customers and ourselves.These savings are marketing/sales gold for attraction and retention, sales velocity, and margin expansion. for each group’s own report.

Strategy 62

Strategy Customer Experience B2B Groups 62

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

ClearAction

JUNE 25, 2023

Each work group did a 5-Why’s exercise, and their single-page strategy action plan addressed each 5th why. We recaptured millions in hours and dollars for customers and ourselves. is riskier when it’s not rooted in customer insights and agile development. for each group’s own report.

e-support 62

e-support Leadership B2B Groups 62

Experience Matters

APRIL 7, 2015

Customers using certain channels respond to Fizzback polls in less than 20 minutes, ensuring the business can react quickly. Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ProProfs Chat

DECEMBER 23, 2019

This treasure trove of information is instrumental in giving you a clear picture of customers’ pain points and the areas where your knowledge base needs improvement. . Mapping Your Customer Journey Is A Must. Getting in the minds of your customers can be challenging. The outcome of this exercise is vital.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

DCX

JULY 30, 2024

Example: "Our goal isn't just to answer 100 calls a day, but to resolve 95% of customer issues on the first contact." Illustrating customer impact: Share customer journey maps highlighting touchpoints where service interactions make or break the experience.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

DCX

OCTOBER 6, 2024

What’s working: AI is driving tangible benefits, with 71% of respondents seeing improved customer insights, 64% reporting cost reductions, and 53% noting better customer engagement. The primary benefits cited are improved customer insights (71%), cost reductions (64%), and enhanced engagement (53%).

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

What’s working: AI is driving tangible benefits, with 71% of respondents seeing improved customer insights, 64% reporting cost reductions, and 53% noting better customer engagement. The primary benefits cited are improved customer insights (71%), cost reductions (64%), and enhanced engagement (53%).

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

Thematic

APRIL 3, 2024

Improved Product Development: Voice of the Customer data pinpoints desired features, unmet needs, and friction points in existing offerings, fueling innovation and ensuring your products genuinely resonate with your target market. Here are the crucial steps to transform customer feedback into tangible business improvements.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

SurveySparrow

DECEMBER 22, 2019

With such information at your fingertips, you can easily build your product to your strengths when you know exactly what your customers want. You might be a doyen in your industry, but at no stage would be theoretical data be more important than customer insights that you get.

Feedback 85

Feedback Net Promoter Score Social Media NPS 85

Gainsight

NOVEMBER 18, 2019

Can we uncover the right insights? In B2C, no one questions how to go about getting customer insights—you just go talk to them, observe them, do the research. We’ve got plenty of data, surveys, and NPS comments, and a whole squad of subject matter experts on call—there’s no need to get live customers involved, is there?”

Customer Journeys 9

Customer Journeys B2B Touchpoint NPS 9

Method:CRM

AUGUST 15, 2022

The consumer history database with most CRM software keeps track of what products or services are most popular with customers. With this data, your team can create demand forecasts based on real customer insights to determine which products are the most likely to sell. Improve customer support. Improve personalization.

Customer relationships 52

Customer relationships Customer Experience CEM Customer Journeys 52

Currency Alliance

FEBRUARY 26, 2019

Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. For example, maximizing customer Lifetime Value (LTV) might be the primary objective. Tech: break dependencies on slow or expensive vendors that are restricting agility.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SmartKarrot

MAY 6, 2022

No customer journey goes from point A (product advertisement) to point B (purchase). Rather, it is a journey from A to Z with several touchpoints in between. Missing even one of these touchpoints might result in the customers’ drifting away. Touchpoints with customers.

Customer Journeys 10

Customer Journeys Touchpoint Effort Score B2B 10

Qualtrics

SEPTEMBER 15, 2020

This is where you take customer insights from the digital channel - whether it's to fuel product innovation or focus on experience optimization - and move quickly to ensure that teams have access to these insights in as close to real-time as possible. Take your digital experience to the next level with our Digital CX toolkit.

Brands 26

Brands Omni-Channel Healthcare Innovation 26

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter? Understand your customers’ expectations better.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40