ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. These are the things that participants don’t mention in surveys or focus groups. Traditional market research focuses on finding “truths” through asking hundreds of customers to fill out a survey or rate a service. Process improvement methodologies and discipline.

Customer Experience 127

Customer Experience Banking Journey mapping Education 127

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity Today Since the 2009 global economic downturn, companies have invested heavily in enterprise feedback management. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants. Another hindrance to manager participation is VoC reporting.

B2B 62

B2B Feedback B2C Enterprise 62

JustCall

MAY 14, 2020

Customer Success was an unexplored area back during the 2008-2009 period of the global recession. Thus tracing the journey map helps your agents to improve and provide a better experience. ’ 86% of senior-level marketers believe that a customer journey map is crucial, a study says.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

Customer Success was an unexplored area back during the 2008-2009 period of the global recession. Thus tracing the journey map helps your agents to improve and provide a better experience. ’ 86% of senior-level marketers believe that a customer journey map is crucial, a study says.

Customer retention 52

Customer retention Journey mapping Education Feedback 52