2021 Customer Journey Mapping Social Media 
Experience Investigators by 360Connext
OCTOBER 5, 2021
Nothing moves the soul quite like hearing a customer emotionally share how a point of friction along their customer journey has ruined their day, or more. Highlight the differences between what SHOULD happen and what’s actually happening for customers. This can be done by layering customer journey maps on to process maps.
InMoment XI
JANUARY 9, 2024
Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. How B2B Companies are Adapting Customer Engagement Strategies During COVID” ( [link] ). TrustRadius. Access 1/3/2024.
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ShepHyken
SEPTEMBER 27, 2021
Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR Find ways to promote your customers on social media. It’s a simple idea.
InMoment XI
AUGUST 9, 2024
Map the Customer Journey In order to improve the customer experience, you need to make sure you understand the current customer experience that exists in your organization. This can be done by creating a customer journey map. 6 Things Customer-Centric Companies Do Differently.
Upstream Works
DECEMBER 16, 2020
By tapping into data from customer journey mapping, agents can respond in the right way, about the right things, at the right time. This is a big step up from analog CX as it creates more human, relational forms of customer service.
ShepHyken
MAY 14, 2021
Key takeaway: A knowledge base software allows brands to set up a centralized repository of information that can address customer queries with speed and convenience. This trend will dictate in 2021 and beyond, owing to its immediacy and ability to help customers at literally the click of a button. Focus on customer journey maps.
Russel Lolacher
JUNE 15, 2021
With a quick Amazon book search, customer service keyword results are north of 100,000. When coming across social media posts from some of my favourite thought leaders in the customer experience space, I replaced the word “customer” with “employee” and tweaked it to be internally focused, rather than externally.
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