An Introduction to Customer Journey Storyboarding

Experience Investigators by 360Connext

Customer experience success relies heavily on understanding our customers. And the low-tech technique of drawing out the experience in a storyboard is often overlooked as a way to understand our customer’s experience. What is a Customer Journey Storyboard?

Customer Journey: How to Drive Profitable Business Growth

Steven Macdonald

The customer journey follows the complete lifecycle from awareness to loyalty. Here, we share our process and framework to map the entire customer journey

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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. CX teams spend months on a journey map only to have a beautiful poster on the wall that only tells part of the story. Some will conclude journey mapping doesn’t work because they witnessed how a lot of hard work resulted in a well-designed artifact which hasn’t served much of a purpose.

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.

What is Customer Journey Management?

Pointillist

By Steve Offsey Customer journey management is a new approach to delivering the seamless experiences your customers demand. Today, customers expect that their experience with your business will mimic those of CX leaders like Amazon, Google and Netflix. Many enterprises have adopted customer feedback management, but despite this investment, 86% of companies failed to improve their CX scores. What is Customer Journey Management?

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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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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Your Ultimate Guide to Customer Journey Mapping

Harry Gough

When you’re looking to improve customer experience, it’s important to think like your customer. That’s where customer journey mapping comes in

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.

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.

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?

Customer Journey Maps, Customer Success, and B2B Aftermarket Services

Middlesex Consulting

Customer Journey Maps (CSM) and Customer Success (CS) teams are two tools you should use to help grow your product and services business. Customer Journey Maps (CJM) According to the Harvard Business Review: “A customer journey […].

11 common customer journey mapping mistakes to avoid

Vision Critical

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled. In fact, according to Bain’s research, 80% of business executives believe they deliver a superior customer experience—but only 8% of customers agree.

The fundamental flaw in customer journey mapping—and how to fix it

Vision Critical

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers. It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint.

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.

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.

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.

Building and Optimizing a Stellar Customer Journey

Influitive

We kicked off this year’s Influitive Live 2020 conference with a hot topic: the customer journey. A company that listens and engages with their customers […]. The post Building and Optimizing a Stellar Customer Journey appeared first on Influitive.

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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.

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.

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 Map the Customer Journey Stages to Foster Lifetime Value

Totango

From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship? Through customer journey mapping.

Epic Fail of Customer Journey Mapping — Part 2

CloudCherry

In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. As Gartner notes , those successful CJM programs create usable journey maps. They take action on what they learn from journey mapping exercises, and they operationalize those learnings throughout the business. Customer Experience

How to Weave CCM into a Customer Journey

Topdown

Companies and organizations build relationships with their customers through a series of events and communications. These strings of interactions are categorized as a customer journey and every customer’s journey is unique.

How to Reclaim the Human Touch Through the Entire Customer Lifecycle

Discuss.io’s 29 page guide to integrating the Voice of the Customer (VoC) more quickly, more often and at a lower cost throughout the customer journey. Learn how the VoC fits into the customer journey, how to roll out a successful VoC program, and more.

Prioritizing Digital-First Transforms the Customer Journey

Topdown

Most notably, many, if not most of these new communication channels have become digital, a key indicator of the powerful shift toward an interactive world where businesses must be able to operate and communicate with their customers in this realm. Digital-first’ does not necessarily mean digital-only: a digital-first mindset provides companies with greater agility and flexibility to communicate directly with their customer base.

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

The 6 Steps of Customer Journey Mapping with Annette Franz

Kustomer

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. With over 25 years of experience, Annette started her career at JD Power and Associates and then moved to found her company, CX Journey Inc, about 4 years ago. And the map has to be created from the customer’s perspective.”

The Best Way to Create a Customer Journey Map

Lumoa

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS

The Customer Continuum - Making Customer Journeys That Think Like We Do

Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta

Customer journey maps have long been thought of in linear terms: the customer begins clicking on an ad, is taken to the website, browses, and purchases. The trouble is, we're creating linear maps for customers who think in a messy loop. It's time to make a CX that thinks like the customer--It's time to make a customer continuum. This, along with the emerging societal norms and behaviors caused by the pandemic, means that we're long overdue for a CX overhaul. Join Jared Johnson, Sr. Principal Strategist of Kin+Carta, and learn how to modernize your customer experience.

How to Make the Most of Customer Journey Insights

Totango

If you want to make your business customer-centered , you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business goals, and challenges. When you gather and analyze customer data, you can uncover customer journey insights that will allow you to take action to deliver a more personalized customer experience. How to Unlock Customer Journey Insights .

The Changing Face of Customer Journeys

CloudCherry

One of the most important things a company can do is to map the customer journey. However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. How the Customer Journey Has Changed. The customer’s journey through a sales funnel was linear and predictable. Additionally, brands had fewer ways in which to connect with customers. Customer Experience

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Five Questions To Answer for Customer Journey Mapping Success

Heart of the Customer

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. Based on a 2016 study of customer experience professionals, over two-thirds of respondents did not rate their journey mapping project as successful.

Develop a Customer Journey Strategy: Examples and Tips

Totango

Customers want to see the value of your product or service—fast. By helping customers achieve their own goals using your product, you’ll create loyal customers for life. And loyal customers are incredibly valuable, as they often spread positive word-of-mouth about your company and help secure future revenue. To retain customers long-term , you’re going to need a clear strategy. How to Make a Customer Success Strategy that Demonstrates the Value of Your Product.

Managing Infinite Customer Journeys

Optimove

Be the Customer Journeys All-Star at Your Company. Smart marketers should always recognize the different touchpoints for customer engagement with their brand, products, and services. In this eBook, we examine the two main approaches to customer journey mapping, discuss their advantages and drawbacks, and describe how focusing on customer micro-segments and predictive analytics delivers greater customer coverage with more relevant and effective messaging.