Select VoiceCom Blog

AUGUST 17, 2022

When you partner with a customer-centric provider like a call centre, one other way to drive major improvements to your customer service is by looking into your customer journey maps. Curious to know what a customer journey map is? What is a Customer Journey Map? Why is a Customer Journey Map Important?

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Totango

MARCH 12, 2021

A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. Paid search advertising. Social media.

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GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. B2B journey mapping is more complex.

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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.

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ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. Q: How long did your journey mapping project take you?

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Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences.

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Interactions

JUNE 5, 2019

Your Guide to the Customer Journey Map. It’s no question you should be looking to invest in it too, but customer experience can be a multifaceted and complicated journey and it’s challenging to know where to start. That’s where the customer journey map comes in. What is Customer Journey Mapping?

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Hero Digital

JUNE 4, 2019

According to Forrester , only 39% of CX pros are using customer journey maps to capture customer pain points, measure the right CX drivers, and align operational metrics with customer expectations. Why Create Customer Journey Maps. How to Make the Most of Customer Journey Maps. Remove Bias.

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CX Journey

OCTOBER 15, 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. Executives love data and metrics, right? Where do the data and metrics come from? You got your peanut butter on my chocolate!”

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CX Journey

APRIL 25, 2018

Are you mapping their experiences? What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. The output is not just a “pretty picture;” once the map is developed, it is meant to be a catalyst for change.

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aircall

MARCH 27, 2017

This article is part two of a series on customer journey mapping. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. Your customer journey map will be rooted in your customers’ actions, behaviors, challenges, and needs.

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CX Journey

NOVEMBER 21, 2018

Did you know that journey maps are more than a tool? I've written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping 6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is just a tool.

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CX Journey

NOVEMBER 19, 2015

Image courtesy of Crack the Customer Code Have some questions about journey mapping? I recently sat down with Jeannie Walters and Adam Toporek for a Crack the Customer Code podcast on one of my favorite topics: journey mapping. How do you describe and define customer journey mapping ?

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ShepHyken

JULY 1, 2019

Focusing on metrics, training and AI is this author’s formula for delivering a better experience that gets makes customers want to come back for more. Six Steps to Successful Customer Journey Mapping by Natalya Bucuy. My Comment: Journey mapping is a powerful exercise that all companies should practice.

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ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Not so much.

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CX Journey

AUGUST 13, 2015

Creating a customer journey map is an important first step when it comes to your customer experience transformation. So, it's no surprise, then, that the most important thing to do when mapping the customer journey is to do it from the customer's viewpoint, right?

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360Connext

JANUARY 5, 2022

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. . You leveraged customer journey mapping and invited various leaders to participate. .

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GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. It’s truly a win-win.

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CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. In order to be that catalyst, maps have to be actionable. Executives love data and metrics, right?

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ShepHyken

JULY 21, 2024

Annette Franz, CX and journey mapping expert, highlights some of the metrics that help you measure the ROI of CX and capture the attention of your organization’s leadership. Leadership wants to see the numbers before they make an investment. They won’t move forward on a guess or a hunch.

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ShepHyken

JULY 4, 2022

4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. My Comment: Journey Mapping is no longer an option. Perfect for those that haven’t gone through the journey mapping process. 15 Metrics To Track If You Want To Keep Your Customers Happy And Loyal by Forbes Councils Member.

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CX Journey

JANUARY 12, 2016

I was honored to be asked to join MindTouch CEO Aaron Fulkerson for an AskMeAnything podcast on journey mapping; I could talk about that all day! Journey maps are such important tools to have in your CX toolbox. The main reason to journey map? And journey maps will help you understand.

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ClientSuccess

APRIL 25, 2017

3 Ways How to Build a Customer’s Perspective Journey Map. All customer success professionals have an idea in their minds about what the ideal customer journey map looks like. This means that customer success teams may have to rework traditional customer journey maps with an added element of the customer perspective.

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CX Journey

AUGUST 25, 2015

In a post from earlier this month , I wrote about the most-basic and most-important rule of customer journey mapping: maps must be created from the customer viewpoint. Why do we need to validate maps? Assuming you've started the exercise by building assumptive maps, you have yet to bring the customer into the process.

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delighted

OCTOBER 5, 2021

That’s why it’s important to understand how to measure customer service interactions and the type of metrics that capture experiences and turn them into actionable data. Why are customer service metrics important? Net Promoter Score (NPS) is one of the most popular customer satisfaction metrics around. Net Promoter Score (NPS).

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Totango

APRIL 16, 2021

Knowing the user engagement metrics that matter for your business can help improve your performance. Support metrics. We’ll cover what each of these metrics measure, why they’re important and how to track them. We’ll cover what each of these metrics measure, why they’re important and how to track them. Support Metrics.

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CSM Magazine

SEPTEMBER 20, 2024

Customer Journey Mapping One of the foundational services offered by CX agencies is customer journey mapping. This process involves analyzing and visualizing the entire journey a customer takes when interacting with a brand, from initial awareness to post-purchase support.

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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. Be sure to establish metrics to track performance of – and against – improvements.

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CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. Now, how do you select which operational metrics you display on your dashboard? But take a step back.

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ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

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Totango

JUNE 24, 2022

The digital nature of SaaS customer experience means that success outcomes are defined primarily in terms of digital, measurable key performance indicators, such as product usage metrics. SaaS technology allows companies to design customer journey maps that standardize success outcomes to be automated for repeatable, scalable results.

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ClearAction

JANUARY 11, 2015

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded.

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CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

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Interactions

SEPTEMBER 13, 2024

His innovative approach to journey mapping and CX metrics has helped set new standards for customer satisfaction and retention in the competitive online gaming industry. Shawn Henley – Chief Customer Officer at DraftKings Shawn Henley has been a force behind DraftKings’ award-winning customer service programs.

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Interactions

SEPTEMBER 13, 2024

His innovative approach to journey mapping and CX metrics has helped set new standards for customer satisfaction and retention in the competitive online gaming industry. Shawn Henley – Chief Customer Officer at DraftKings Shawn Henley has been a force behind DraftKings’ award-winning customer service programs.

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Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And it’s the best emotional value in their experience, not your best customer journey mapping, Peak End Rule, NPS, CSAT, CES or other CX metric strategy of your experience.

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delighted

MAY 4, 2021

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). NPS is primarily a relationship study metric (though it can also be leveraged for transactional studies — more on this later).

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