What Are Customer Touchpoints?

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Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

Customer Journey Optimization: 2021 Beginner’s Guide

Totango

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

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4 Ways To Avoid a Disjointed Customer Journey

Interactions

Think back to a bad customer experience that you’ve had. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey. And if you’re thinking, what does a disjointed customer journey have to do with a rude agent?

Customer Journey Mapping: Real-World Examples & Use Cases

Experience Investigators by 360Connext

Are Customer Journey Maps Really Necessary? She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. They wanted to know why they needed a customer journey map, when they already had: Process maps.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

Five Overlooked Moments that may be Wrecking Your Customer Journey

Experience Investigators

It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first. Customers start their journey as potential shoppers.

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A Guide to Customer Journey Optimization

Totango

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth. Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way. Track the customer experience.

The “What’s Next” of Customer Journey Mapping

Experience Investigators by 360Connext

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. And yet, 86% of senior-level marketers believe it’s very important to create a cohesive customer journey.

The customer journey myths undermining digital customer service investments

MyCustomer

Engagement 5 customer journey myths hampering digital service

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Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

Experience Investigators by 360Connext

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) Organizations see how beneficial mapping the customer experience is. It’s a way to understand the experience your customers are having so you can improve those confusing, frustrating or neglected parts on the journey. The post Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities appeared first on Customer Experience Consulting.

Improving the Agent Experience: Top 6 CSR Complaints & How Omnichannel Solves Them

Your customer service agents are the voice of your brand and have a huge impact on every stage of the customer journey – and yet the agent experience is still often overlooked. Find out the top 6 CSR complaints at work and how you can resolve these issues with an omnichannel customer service platform.

Follow Six Steps to a Successful Customer Journey Analysis

Totango

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. Understand the Goals of Customer Journey Analysis. Gather Customer Journey Data.

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5 Customer Journey Mapping Mistakes that Lead You Nowhere

Experience Investigators by 360Connext

Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. That’s why customer journey mapping is such an inviting idea. When we map out the actual journey our customers take and turn it into a beautiful visual? Beautiful customer journey maps are easy to find. When parts of the journey are left out.

7 Best Digital Customer Journey Steps to Inspire Loyalty

Totango

Now, perhaps more than ever before, retaining customer loyalty is the key to maintaining a thriving business. A digital touch allows teams to continuously demonstrate value at each stage of the customer journey and address client needs. The Changing Reality of Customer Success.

Challenges of Understanding the Customer Journey End-to-End

Experience Investigators by 360Connext

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

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Using Customer Reviews, Advocacy, and Referrals in Your Journey Map

Speaker: Jeremy Boudinet, Marketing Manager, Nextiva

Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. But if you have to beg a customer to give a review or referral, you're doing it wrong. Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. The best customer experiences go beyond the sale. Join Jeremy Boudinet, Marketing Manager of Nextiva, and learn the tools for getting that glowing review.

How to Use Digital Customer Journeys to Scale Your Business

Totango

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Data is the lifeblood of a digital customer success program.

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4+1 Fundamental Steps to The Successful Customer Journey Mapping

Transcosmos

In our technology-driven world, where the market is highly competitive in segments and customers’ expectations are evolving instantly, personalized, and seamless customer experience is more important than ever. Determining the phases of the customer’s journey. Intro.

Advance from Personalization to Customer Journey Orchestration

Pointillist

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Understanding the customer journey from start to finish

NICE inContact

The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Customer Experience

2021 95

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

Customer Journey Map redefined: Customer Journey Management

MaritzCX

While many customer experience practitioners have readily adopted customer journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a. Let me make a suggestion right out of the gate.

Understanding the B2B Customer Journey and How It Differs from B2C

Totango

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers.

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Using Predictive Analytics to Smooth the Customer Journey

CloudCherry

We get our happiness rankings from surveys sent out after our customer interactions in the queue. As customers become more and more savvy, and our products become more technical and nuanced, shouldn’t we, too, be trying to level up our game and dethrone the king? Conversely, proactive support is all about identifying and resolving customer issues before they become problems. Making yourself more available via chat and other modes of service, when the customer needs it.

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What Is Customer Journey Mapping and How to Do It?

Feedbackly

If businesses want to provide a stellar customer experience, they have to understand the customer journey of their clients first. Insight customer Customer journey customer journey mapping customerisking customerserviceproblems cx CXrevolution feedbackly feedbacklycxm touchpoin

2020 Database Strategies and Contact Acquisition Survey Report

As buyer expectations continue to heighten, marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. This report aims to highlight the current state of B2B database and contact acquisition strategies, and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond.

Customer Journey Map redefined: Customer Journey Management

MaritzCX

While many customer experience practitioners have readily adopted journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project. Let me make a suggestion right out of the gate.

Customer Journey Map redefined: Customer Journey Management

MaritzCX

While many customer experience practitioners have readily adopted journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. We mistakenly see the effort to understand and document the customer journey as almost a checklist step in a project. Let me make a suggestion right out of the gate.

How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”.

5 Essential Steps for Customer Journey Mapping Initiatives

ChurnZero

Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? A good customer journey map is like Google Maps for your customers. The structure of a customer journey map.

How to Close the Customer Feedback Loop and Open the Doors to CX Success!

There are plenty of “best practice” misconceptions that prevent success in closing the customer feedback loop. Learn how to overcome the most common mistakes to gain a stronger ROI from all your closed loop efforts!

How CCM Helps Facilitate Insurance Customer Journeys

Topdown

The customer is always right. Well, as time-tested as that may be, the underlying concept determining customer satisfaction is much more nuanced than someone being right or someone else being wrong. Businesses exist only because customers exist. Right?

Multiexperience: Where the customer journey and employee journey converge

TechSee

Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive. However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey.

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Guest Post: How to Use the Customer Journey to Create an Engaging Affiliate Marketing Strategy

ShepHyken

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. Provides a good solution to customer problems.

2021 95

Walled Gardens and Customer Journey Mapping

MaritzCX

Let me begin with an obvious observation about customer experience excellence: Customer Journey Mapping is all the rage, it seems. Everyone is developing a journey map of customer relationships, not only the “cool kids” who pioneered this practice years ago. Even “Stalwarts” are proudly displaying their maps in their offices and sharing them amongst their. View Article

Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.