ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. While the article focuses on differences between paying customers and others that get services for free, there are valid points for just about any type of business.

Journey mapping 327

Journey mapping Customer Service Customer Experience Feedback 327

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As you read this article, think of how this relates to your business. How To Create Customer Journey Map Of A Restaurant?

Journey mapping 271

Journey mapping Customer Service Employee engagement Morale 271

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Absolutely!

Customer Service 346

Customer Service Customer centricity Government B2B 346

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. At first, I thought this article was written for consumers. Then read this article. Here are my top five picks from last week.

Journey mapping 261

Journey mapping Customer Service B2B Analytics 261

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. For example, I believe you should obsess about customer journey maps, but they have to be done right. Follow on Twitter: @Hyken.

Customer Service 331

Customer Service B2B Journey mapping Chatbots 331

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. According to this article, only 42% of companies can accurately measure the lifetime value of a customer. Follow on Twitter: @Hyken.

Journey mapping 246

Journey mapping Customer Service Customer centricity Customer Experience 246

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article has some great information. The Most Important Rule of Journey Mapping by Annette Franz. So you know it must be good!) Your choice.

Journey mapping 210

Journey mapping Customer Service Customer centricity Chatbots 210

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This informative article is also entertaining, drawing an analogy between e-commerce and The Wizard of Oz. Follow on Twitter: @Hyken.

Real estate 51

Real estate Customer Service Journey mapping Entertainment 51

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. Here are my top five picks from last week.

Journey mapping 213

Journey mapping Customer Service Customer centricity Self service 213

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization.

Customer Service 257

Customer Service B2B Journey mapping Best practices 257

ShepHyken

DECEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. Here are my top five picks from last week.

Journey mapping 198

Journey mapping Customer Service Personalization Customer Experience 198

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. ” My Comment: Let’s start this week’s Top Five with a fun article by fellow customer experience expert Chip Bell. So, let’s learn!

Customer Service 219

Customer Service Journey mapping Customer Care Consulting 219

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. And it’s so simple – even easy!

Journey mapping 186

Journey mapping Customer Service Entertainment Call Center 186

Beyond Philosophy

OCTOBER 5, 2017

To be deliberate about the emotional CX, you should create a moment to moment map of your experience or what we call Behavioral Journey Mapping. If you liked this article, you might also enjoy these: Revolutionary Thinking on Customer Loyalty. Is your Customer Experience deliberate?

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers.

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

Beyond Philosophy

FEBRUARY 15, 2016

It’s a fair question and one I might not have been able to answer before I read this article on how to engage your Customer’s Reptilian Brain. We did a journey map last year and took care of all of these concerns.”. Journey maps only outline the process, the rational parts of an experience.

Journey mapping 281

Journey mapping Consulting Consulting Advertising 281

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. Further, refreshing your customer personas and journey mappings is a good idea. You may also consider taking a hit-and-trial approach by designing and redesigning buyer interactions mapped to their goals.

B2B 382

B2B Journey mapping B2C Telecommunications 382

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. They write about how improving customer journeys increases business growth. Read Shep’s latest Forbes article: AI Will Not Eliminate Jobs

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study. (CCW

Customer Service 200

Customer Service Journey mapping Contact Center Customer Experience 200

ShepHyken

JULY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article is a good place to start. Journey mapping in the customer experience by Chris Beaudin. by Pat Shea.

Journey mapping 143

Journey mapping Customer Service Customer Experience Marketing 143

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In this excellent article (actually an interview), Tencher emphasizes the importance of journey maps and how the basics haven’t changed.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

GetFeedback

AUGUST 31, 2020

Strategies for leveraging the practice of customer journey mapping across Marketing and Sales departments.

Journey mapping 120

Journey mapping Sales Marketing 120

ShepHyken

JUNE 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Annette Franz is a customer experience and journey map expert. Here are my top five picks from last week. Of course, you do!

Customer Service 36

Customer Service Journey mapping Customer centricity Metrics 36

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The title of this article caught my attention. Read the article to find out the other three. by Anthony Cusumano.

Customer Service 180

Customer Service Journey mapping B2C B2B 180

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Map Out Your Success With A Journey Map.

Customer Experience 398

Customer Experience Technical Support Customer advocacy Finance 398

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article quotes a survey that claimed 64% of consumers would switch. Here are my top five picks from last week. Close enough!).

Customer Service 174

Customer Service Journey mapping Surveys Customer Experience 174

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. You need to read this article now! Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser.

Customer Service 174

Customer Service Journey mapping outsourcing Customer Experience 174

delighted

JANUARY 7, 2021

Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business. In this post, we will cover: What is a customer journey map?

Journey mapping 98

Journey mapping Surveys Advertising Feedback 98

ShepHyken

MAY 14, 2021

This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. Focus on customer journey maps. This is where a customer journey map comes in handy. Read Shep’s latest Forbes article: Want To Create Customer Loyalty?

Journey mapping 236

Journey mapping Customer Experience Self service Personalization 236

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article showcases six ways to create simplicity and make the experience easier, especially when it comes to implementing technology.

Customer Service 167

Customer Service Healthcare Journey mapping Feedback 167

Quiq

SEPTEMBER 30, 2022

Now, the customer journey is much more complex, and customer mapping needs to be an even bigger part of your marketing and sales processes. Before we dive into how to use your customer journey map, let’s take a step back and learn what it is and how to build your own. What is a customer journey map?

Journey mapping 82

Journey mapping Sales Scripts Chatbots 82

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 165

Customer Service Airlines Metrics Journey mapping 165

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more.

Customer Service 183

Customer Service Advertising B2C Big data 183

GetFeedback

JANUARY 12, 2020

Rather, in this article, I’ll try to help you identify the weaknesses in your customer journey that, if improved, would actually lead to improved customer satisfaction and better business performance. . Read articles including one that discussed “ the best bike pumps in 2019. ” . Journey mapping as a CX tool.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. ?. Article] Use SMIRC Goals to Define Customer Experience Outcomes.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

Help Scout

AUGUST 22, 2023

A 6-step guide to creating a customer success journey map, plus how to use it to help customers achieve long-term success with your product. Read the full article

Journey mapping 85

Journey mapping 85