ShepHyken

JUNE 7, 2021

Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. My take is that the interview is combining elements of a survey and focus group. That question has accounted for millions and millions of extra sales. Here she talks about how to conduct a customer interview.

Customer Service 336

Customer Service Customer centricity Government Upselling 336

The Petrova Experience

SEPTEMBER 16, 2021

Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or service. A journey map is a visual representation of your end-to-end customer experience. Think of a journey map as a diagnostic tool.

Journey mapping 52

Journey mapping Customer centricity Surveys Feedback 52

Totango

MARCH 26, 2021

At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. A satisfying post-sales experience sets the stage for subscription renewals and referrals, laying a foundation for additional sales. Conversion. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 93

SaaS Best practices Journey mapping Customer advocacy 93

Quadient

OCTOBER 1, 2021

Fri, 10/01/2021 - 17:30. It reflects not only new demands for digital agility and analytics but also a focus on the implementation of customer journey mapping and other customer-centric tools. The State of CX: A series on customer experience trends and beyond - empathy's key role. Andrea Haughton. AP46318521. .

Customer Experience 52

Customer Experience Journey mapping Enterprise Customer centricity 52

CSM Magazine

DECEMBER 10, 2021

The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. For customers, you aim to deliver seamless digital journeys that can help customers navigate the digital sales cycle. Now for the good news.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

Beyond Philosophy

JANUARY 29, 2021

” People read books and watch TED talks that tell us how people changed this one small thing, and sales went up by 50 percent. They say, “what you need is journey mapping. ” Or, it might be, “implement this measurement system and collect all feedback from different parts of the customer journey.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397