Customer effort Exercises Journey mapping 
CX Journey
JULY 7, 2015
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. Probably the most important thing to do next is to socialize the maps.
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. Where do I start with my customer journey map?
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Peter Lavers
MARCH 17, 2015
Too many initiatives focus on the physical “what we will do for you” rather than the emotional “how we will make you feel about it” The body of independent research confirms that more than 50% of the customer experience is emotional – customers remember how they felt, not how well they were processed!
Callminer
APRIL 20, 2018
For best-in-class results, you must combine the right processes with the technologies that best align with your customers’ expectations. As companies strive to meet customers on their own terms, they must know whether they are delivering consistent, personalized interactions across all channels.
Russel Lolacher
JUNE 15, 2021
Voice of Customer (VoC) Programs – this is a focus on capturing, analyzing and reporting on all customer feedback—expectations, likes, and dislikes—associated with your company. this exercise collects customer’s feedback about their experiences with and expectations for your products or services.
CX Accelerator
OCTOBER 25, 2018
The jury was the audience, exercising the freedom to move about the room to either the “con-NPS” or the “pro-NPS” side depending on how arguments persuaded them. CES or Customer Effort Score, is an emerging second, however this was designed to be focused on the customer support touch point specifically, not the overall customer journey.
delighted
NOVEMBER 30, 2021
When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. .
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