ShepHyken

SEPTEMBER 26, 2016

Agencies Turning to ‘Customer Journey Maps’ to Tackle Service Woes by Nicole Ogrysko. Federal News Radio) As agencies begin to pay greater attention to customer service, more organizations are developing customer experience “journey maps” to help them better understand and respond to their constituents.

2016 121

2016 Article Customer Journey Mapping Customer Service 121

ShepHyken

MARCH 20, 2023

Last year Frontier Airlines discontinued the ability to contact customer support. My Comment: Jim Tincher is a customer experience expert who focuses on B2B. In this excellent article (actually an interview), Tencher emphasizes the importance of journey maps and how the basics haven’t changed.

Article 12

Article Customer Service 2023 Customer Journey Mapping 12

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Service 52

Customer Service Customer Experience Magazine Books 52