CX Journey

AUGUST 13, 2015

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.

Journey mapping 74

Journey mapping Feedback Customer effort Metrics 74

CX Journey

JULY 7, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. What’s happening to break down the journey at those moments? You put it on the wall.

Journey mapping 68

Journey mapping Coaching Feedback Customer Experience 68

CX Journey

OCTOBER 15, 2015

Image courtesy of Betty Crocker Recipes Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 11, 2015. At the time, I suppose they were two things that we traditionally didn’t believe went together (yea, right!) – a bit like how many think about metrics and journey maps.

Journey mapping 66

Journey mapping Metrics Customer effort Customer Experience 66

CCNG

OCTOBER 19, 2022

(Accenture, 2018) By industry, supermarket chains provide the best customer experience, while TV and Internet service providers provide the worst. times more likely to have CX efforts in marketing not primarily focused on the path to purchase but on the journey after acquisition. Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Journey

FEBRUARY 25, 2016

It was published on their blog on October 15, 2015. How would your customers rate your omnichannel experience? Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers. Are you ready?

Customer effort 46

Customer effort Multichannel Journey mapping Metrics 46

CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. There are a lot of reasons to bring data into your maps.

Journey mapping 34

Journey mapping First call resolution Metrics Analytics 34

delighted

OCTOBER 5, 2021

Customer Effort Score (CES). How easy is it for your customers to get answers to their questions and reach a support member? If your answer is “I think it’s an effortless process,” then you may want to find out your Customer Effort Score (CES) to see if your hunch is correct.

Metrics 91

Metrics Customer Service Surveys Journey mapping 91