InMoment XI

JANUARY 27, 2025

In that light, goal-setting often becomes an exercise in mitigation: reducing call volumes, minimizing customer effort, and curbing churn. The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

ECXO

JULY 29, 2024

Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Businesses like Typeform, Alchemer, and Google Forms provide platforms to conduct surveys tailored to specific customer journey touchpoints. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

OCTOBER 7, 2024

As a CX leader, you must ensure that every touchpoint—whether digital or physical—provides a consistent and frictionless experience. Measure and Report on CX Metrics: Establishing clear metrics to evaluate customer experience efforts is crucial. Keep moving for the benefit of your body and mind.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

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. Spend some time highlighting what the metrics mean, and what your goals really are. Don’t forget to highlight the human side of what those metrics measure. Wave a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ECXO

AUGUST 9, 2023

You’ll have heard a 1000 times that you need to identify the key touchpoints that are a moment of truth with our customers. Don’t get blinkered by the touchpoints that PS / consulting teams traditionally focus on. Don’t get blinkered by the touchpoints that PS / consulting teams traditionally focus on.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

InMoment XI

AUGUST 9, 2024

This includes all touchpoints and interactions a customer has with a business, from initial awareness and consideration to purchase, use, and after-sales service. Customer journey mapping is a powerful tool to visualize every touchpoint a customer has with your brand. This can be done by creating a customer journey map. For example.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Experience Investigators by 360Connext

JANUARY 12, 2021

An ongoing Voice of the Customer program translates customer sentiment into objective ratings and metrics, telling the story of what your customers want and need. If we measure customer sentiment, we can assign numbers and metrics to it. Those numbers can be reported, discussed, and acted upon. So why do so many VoC strategies fail?

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

CX Journey

JULY 7, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. as well as touchpoint data, customer data, and customer feedback. You put it on the wall. And nothing changes.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

Kerry Bodine

AUGUST 14, 2020

UX folks are generally focused on designing specific digital touchpoints, like a website or a mobile app. But they can still create a journey atlas, map key customer journeys, and examine key business metrics in the context of those journeys. Like exercising, doing something (anything!) is MUCH better than doing nothing at all.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money?

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

InteractionMetrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? Repeat this exercise for at least 10 different customers.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

System 317

System Effort Score NPS Net Promoter Score 317

Lumoa

FEBRUARY 21, 2023

Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. 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?

Gamification 195

Gamification How To Customer Journeys Omni-Channel 195

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Related: Three Employee Experience Touchpoints that Impact Customer Experience. Spend some time highlighting what the metrics mean, and what your goals really are. Keep mentioning the metrics – try metric of the month! What changed from last year to this year about a CX metric, and what does that mean?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Fine-tuning your CX elements is a constant exercise. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. After one or three or ten calls, you’ll start seeing customers as real people.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Experience Investigators by 360Connext

JULY 17, 2024

The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly. They have many uses and are important to keep a business focused on making progress efficiently and improving their customer experience metrics (which should align with business outcomes).

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

CloudCherry

DECEMBER 1, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

Comm100

DECEMBER 19, 2017

Developing this framework will help you create positive touchpoint experiences that customers can come to expect from your brand. Defining metrics and key performance indicators. This exercise can also help to bridge operational gaps that hinder customer service, like departmental communication barriers.

Strategy 392

Strategy Customer Experience How To Customer Journeys 392

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. This exercise of creating buyer personas is critical.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. This exercise of creating buyer personas is critical.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

CX Journey

APRIL 3, 2019

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. These are all learning exercises. Without that understanding, the exercises have failed. Characterize. Research your customers. Identify the jobs they are trying to do.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Experience Investigators by 360Connext

MAY 15, 2024

And by aligning CX metrics with key business metrics, Maggie’s team has created powerful visibility and responsibility for achieving those goals. Three of our five network-incentivized metrics are now patient experience metrics, which is incredible. The customer feedback also adds perspective to other business metrics.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are there aspects of your customer touchpoints which can be tech touch? Invest the time and energy into this exercise as it can change the game. Involve Product.

Customer Success 136

Customer Success Strategy Chief Customer Officer NPS 136

Kerry Bodine

JANUARY 27, 2018

Read this post to understand how you should incorporate internal mapping exercises into your larger journey mapping initiatives. This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network.). Number 5: Why You Need To Measure Journeys—Not Just Touchpoints.

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0

CX Journey

APRIL 25, 2018

Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise. Identify experience and process efficiencies Identify and remove ineffective touchpoints Kill inefficient rules, policies, processes 4. Journey mapping is a creative process that allows you to understand – and then redesign – the customer experience.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

GetFeedback

FEBRUARY 7, 2020

Customer satisfaction is a common metric used to measure customer happiness. Your customers’ experience is made up of every touchpoint they have with your brand, including their interaction with your surveys. This simple exercise will help ensure you get responses, even from customers who are on the go. Optimize your design.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). If you haven’t yet read our deep dive on what makes each of these tools unique and how Customer Success organizations can leverage both customer journey maps and touchpoint maps for results, I recommend giving it a read.

Customer Journeys 52

Customer Journeys Touchpoint Net Promoter Score Exercises 52

BlueOcean

OCTOBER 10, 2016

That’s why customer journey mapping in the contact center is essential to understand how the customer experience is built at every touchpoint. Conceptualizing customer experience in a consistent manner across the contact center should be followed by establishing the most effective metrics.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

DCX

JANUARY 28, 2025

Efficiency might be your metric, but empathy could be theirs. Here’s how to bring your CX efforts in line with customer expectations: Update What You Measure: Don’t just track efficiency; add emotional metrics like trust and confidence to the mix. —to identify gaps in evaluation.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Lumoa

SEPTEMBER 30, 2022

The fact that consumers have a wider range of alternatives (and are willing to exercise them) means that the relationship between banks and their customers has become more vulnerable than ever before. In turn, this will lead to customers migrating to financial institutions that offer such experiences.

Banking 221

Banking Customer Experience Self Service Financial 221

Customer Bliss

MAY 5, 2015

Work to Remove the Inhibitor: Within the first 60-90 days when mapping your customer experience, gain agreement on stages, touchpoints and the top 15 priority moments of truth. Establishes the critical cross-functional metrics for the development of key KPIs for priority touch points.

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

CX Journey

AUGUST 25, 2015

Image courtesy of ~db~ Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 19, 2015. Assuming you've started the exercise by building assumptive maps, you have yet to bring the customer into the process. Obviously, the first step is to explain the exercise to them.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Customer Centricity 80

Russel Lolacher

JUNE 15, 2021

this exercise collects customer’s feedback about their experiences with and expectations for your products or services. This exercise helps businesses step into their customer’s shoes and see their business from the customer’s perspective.” It focuses on customer needs, expectations, understandings, and product improvement.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128