Journey mapping Metrics Tools 
Interaction Metrics
JANUARY 7, 2025
The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Takeaways from the Customer Journey Mapping Roundtable Takeaway #1. Takeaway #3. Takeaway #4. Takeaway #5.
ShepHyken
APRIL 13, 2018
This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Before Soliciting Feedback. Agent Input. Observation.
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Nicereply
JANUARY 21, 2020
Rather than treating your customer journey map like a static resource or a museum piece, treat it as an active, living example of what your team is doing. It feels like, in the past year, customer journey mapping has become the hottest thing since sliced bread. It’s everywhere. Let’s dig deeper into why that is.
CX Accelerator
OCTOBER 21, 2019
And with that spirit in mind, I thought I’d share a few unconventional tools you can use in your journey to achieve CX domination. I say unconventional because, on the surface, many of these tools may not appear to be CX-related at all. Without further ado, here are seven tools I suggest adding to your CX toolbox.
CX Accelerator
OCTOBER 21, 2019
And with that spirit in mind, I thought I’d share a few unconventional tools you can use in your journey to achieve CX domination. I say unconventional because, on the surface, many of these tools may not appear to be CX-related at all. Without further ado, here are seven tools I suggest adding to your CX toolbox.
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. .
Beyond Philosophy
FEBRUARY 6, 2019
However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. The metrics you choose should line up with your actions and the goals you are trying to meet.
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