Remove Exercises Remove Feedback Remove Journey mapping
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5 Top Customer Service Articles For the Week of October 17, 2016

ShepHyken

The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Step one: Do a journey map and look for those opportunities along the customer’s journey to eliminate friction or possible problems. Each week I read a number of customer service articles from various online resources.

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5 Top Customer Service Articles for the Week of September 23, 2019

ShepHyken

Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. 3 Common Errors That Can Render Your Customer Journey Maps Ineffective by Leonie Brown. My Comment: Journey maps are an important exercise for virtually any organization to go through.

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Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

Beyond Philosophy

Working with an insurance company in England, we engaged in a few of these exercises. In the flood exercise, we uncovered a few third-party bumps in the road. The insurance paid for everything, but it wasn’t effortless for the team member to make a claim, which was vital feedback we gave the company.

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Journey Maps: Not an Exercise in Futility

CX Journey

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. This is a common starting point for maps. You put it on the wall.

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Customer journey map: The key to understanding your customer

delighted

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?

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Journey Mapping in the Contact Center: 6 Insights to Maximize the Value

Customer Service Life

During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. This added some awkwardness to the exercise. What worked.

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How to Identify Weaknesses in Your Customer Journey Map

GetFeedback

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Southwest gets lots of negative feedback on their boarding approach and yet decided that fixing this problem would raise costs and eventually cause customers to defect. Journey mapping as a CX tool.