Think Customers

JUNE 9, 2015

When companies first began attempts to map the customer journey, it often involved a rudimentary arrangement of Post-it notes or other unsophisticated steps to chart the customer's end-to-end path to purchase or mission to resolve a product or service issue.

Customer Journey Mapping 92

Customer Journey Mapping Customer Journey Omnichannel Blog 92

Experience Investigators by 360Connext

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Even customer journey maps can neglect key phases of the customer experience. That’s human nature. .

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Experience Investigators by 360Connext

MAY 20, 2015

They are the ones who are willing to invest in long-term loyalty for even longer-term business success. Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping. Customer journey mapping is often strictly defined, but it comes in many forms.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

CloudCherry

AUGUST 9, 2018

Building a customer journey map provides an understanding of the current customer experience your brand provides and sets the stage for identifying areas for improvement. This customer journey map must be inter-departmental rather than the responsibility of only one department.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

Ecrion

FEBRUARY 13, 2020

Did you know that companies with a customer engagement and experience mindset drive revenue four to eight percent higher than the rest of their industries? That’s a lot of money that can be gained by improving your customer engagement. What is Customer Engagement? How To Improve Customer Engagement.

Customer Engagement 74

Customer Engagement Connections Engagement Customer Journey Mapping 74

Experience Investigators by 360Connext

JANUARY 21, 2015

While these questions may seem obvious to those of us who spend a lot of time focused on customer journey mapping , they aren’t obvious to those in the trenches of marketing teams and product development departments. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Experience Investigators by 360Connext

JULY 13, 2015

Very recent research on loyalty programs showed how customers are looking for more communication that’s relevant. Invite your customers into the process! The linear customer journey map looks great – and like what should be happening. Reward Investments In Customer Loyalty.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

Experience Investigators by 360Connext

JUNE 8, 2021

That’s not how people work , and the more you can truly pay attention to their overall environment, the more successful you’ll be in finding and acting on those customer clues. How to Act on Customer Experience Clues. Future State Customer Journey Mapping. Who is the customer in one year or five?

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

Experience Investigators by 360Connext

FEBRUARY 26, 2015

Frame that customer journey map! I’ve walked into plenty of offices where the customer journey map is printed and hung on the wall. The producers of the journey map are proud of their hard work and the results can be great…for a time. Need help?

Customer Centricity 250

Customer Centricity Customer Journey Mapping Social Media Consulting 250

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Monitoring sentiment across these channels provides invaluable insights into customer perceptions and sentiments.

Management 69

Management Net Promoter Score Customer Experience Social Media 69

Customer Bliss

MARCH 23, 2017

Obviously this is all tongue-in-cheek — a real-life bank robbery would be terrifying — but this quote from Adobe’s side rings true: “To keep customers engaged, businesses are having to reinvent the experiences they deliver,” added Alex Amado, VP of Experience Marketing. I’m a fan of this Adobe spot.

Customer Experience 173

Customer Experience Customer Journey Mapping Banking Loyalty 173

CloudCherry

MARCH 19, 2019

While these metrics can help CX and marketing teams tell descriptive stories about the state of the customer’s experience, they aren’t credible when it comes to making business decisions. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. The takeaway?

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

Experience Investigators by 360Connext

DECEMBER 8, 2014

Customers change, too, and sometimes in subtle ways. Loyalty one month can be challenged the next by outside influences. Their most recent customer service experience was not great. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. A new product is launched.

Customer Journey Mapping 252

Customer Journey Mapping Social Media Loyalty Consulting 252

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

When a customer like me is unable to access the channel they want me to accept, then I’m helpless. It’s our approach to taking customer journey mapping into deeper levels of understanding at specific points in the journey. Micromapping could help avoid customer frustrations like this one.

Customer Journey Mapping 282

Customer Journey Mapping Customer Journey Social Media Consulting 282

Think Customers

APRIL 4, 2016

The customer journey today follows a winding path across devices, channels, and between the physical and digital realms, making the job of customer experience leaders tough. Following a customer's path is one thing. Predicting it is yet another. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Journey Mapping 75

Customer Journey Mapping Customer Journey Blog Customers 75

Experience Investigators by 360Connext

APRIL 10, 2015

Saying “sorry” when things go wrong can actually increase loyalty and positive feelings, simply from acknowledging it and helping a customer feel heard. Understanding customer expectations sets the stage for exceeding those expectations and creating positive customer experiences. Shonali Burke.

Social Media 234

Social Media Marketing Customer Journey Mapping Consulting 234

Experience Investigators by 360Connext

DECEMBER 17, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

JUNE 4, 2015

This is the next step after customer journey maps in some cases, the first case in others. Having personas , understanding your customers, and staying close to the feedback they provide you all help you determine which scenarios are the most important to explore and test.

Omnichannel 219

Omnichannel Customer Journey Mapping Webinar Customer Journey 219

Experience Investigators by 360Connext

OCTOBER 22, 2014

They are meaningful only if and when the company understands them as a whole inventory and as individual opportunities to improve the customer experience. Understanding your customers’ current situations, and what drives them toward loyalty or defection , is the first step in delivering a superior customer experience.

Touchpoint 302

Touchpoint Customer Journey Mapping Social Media Customer Journey 302

Experience Investigators by 360Connext

MAY 13, 2015

Do you know what’s chasing your customers away? Have you tried creating a customer journey map? Is it a living tool that reflects the true digital experiences your customers encounter? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journey Mapping 192

Customer Journey Mapping Webinar Social Media Consulting 192

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

CSM Magazine

APRIL 25, 2024

Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Tailored products and services, based on these insights, can significantly enhance customer satisfaction and loyalty.

Social Media 52

Social Media Multi-Channel Touchpoint Customer Centricity 52

Pink Guava

AUGUST 3, 2021

Customers share information about their choices and viewpoints, and hence their point of view is essential even while designing the products and services. It is the era of "Empowered Customer" who are better informed and have a necessary voice on how businesses and brands work.

Customer Journey Mapping 98

Customer Journey Mapping E Commerce Touchpoint Customer Journey 98

SurveySparrow

DECEMBER 29, 2023

It typically includes identifying customer touchpoints, analyzing current customer interactions, setting clear objectives for improvement, and implementing specific initiatives or technologies to reach these goals. Why Build a Customer Experience Roadmap? You can track unique customer journeys with the executive dashboard.

Roadmap 52

Roadmap Net Promoter Score Customer Experience Customer Journey Mapping 52

Experience Investigators by 360Connext

NOVEMBER 24, 2014

A critical part of any customer journey mapping process is understanding what the promise is for customers. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Defining what your aren’t more than what you are.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Clicktools

JULY 25, 2017

I love the loyalty program. That is called customer loyalty. The digital transformation has forced the customer experience (CX) to the forefront of every company’s priority list. So why are so many companies falling short when it comes to this bedrock of customer engagement? I love the taste.

Loyalty 53

Loyalty Feedback Loyalty Programs Social Media 53

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. So many answers!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

ShepHyken

MAY 27, 2019

Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive.

Article 106

Article 2019 Customer Journey Mapping Customer Service 106

ChurnZero

APRIL 1, 2024

Onboarding is an essential part of any customer journey map, and sets the tone for the rest of the customer journey. Research by Wyzowl found that 86% of customers say their loyalty to a business is increased when they are offered a great onboarding experience. How can we apply it to onboarding?

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

Experience Investigators by 360Connext

MAY 4, 2015

What opportunities are companies missing by defining the customer experience within the periphery of your store? Customers in your store are given your utmost attention. You have loyalty programs, a no-questions-asked refund policy, customer satisfaction surveys, and perhaps even greeters. And they want to be engaged.

Customer Experience 280

Customer Experience Customer Journey Mapping Retail Hospitality 280

Magellan Solutions

JULY 11, 2023

Embracing customer experience outsourcing strategies is a game-changer for maximizing customer engagement. SMEs must prioritize customer satisfaction and loyalty to have an edge. Maximize the full potential of your SME by mastering the art of customer experience.

Customer Experience 75

Customer Experience Net Promoter Score E-support Customer Satisfaction 75

Feedbackly

JANUARY 13, 2023

Consideration : Customer researches the available options and compares them to find the ideal choice. Purchase : Customer buys the product from the selected brand. Retention : The brand continues to engage with the customers and tries to retain them for the long term. Why customer journey is important?

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Download 52

ReviewTrackers

AUGUST 5, 2020

The Customer Experience Trend — Why Now? The customer journey is very different now than in the 20th century. You’ll also like: The Benefits of Creating a Customer Journey Map. Traditionally, customers discovered brands via advertising and marketing efforts. Implement changes based on reviews.

Customer Experience 122

Customer Experience Marketing Social Media Customer Journey Mapping 122

SurveySparrow

JUNE 20, 2023

This includes tracking their engagement with marketing campaigns, website browsing patterns, product preferences, and purchase history. Analyzing these behavioral data points can help businesses understand how customers engage with their brand, what drives their purchasing decisions, and how to optimize their experiences accordingly.

Insights 52

Insights Net Promoter Score Customer Experience Social Media 52

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers.

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

ShepHyken

JANUARY 18, 2021

For example, I believe you should obsess about customer journey maps, but they have to be done right. 5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021?

2021 128

2021 Article Customer Service B2B 128

Experience Investigators by 360Connext

JULY 2, 2019

Here are a few ideas to get you thinking of ways to include your customers in ways that will serve both them and your organization. Co-Create Your Customer Journey Map. It’s amazing we have to say this, but customers are often not included in customer journey mapping.

Customer Journey Mapping 110

Customer Journey Mapping Social Media Fashion Workshop 110