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.

Journey mapping 42

Journey mapping Education Metrics Customer Experience 42

Call Center Weekly

FEBRUARY 12, 2018

Ethnographic research is used at the beginning of the customer journey mapping process in order to understand what the customer is trying to accomplish and how they feel about what they are experiencing. It is a key part of identifying the “moments of truth” and “pain points” associated with the customer journey.

Journey mapping 245

Journey mapping Customer Experience Gamification Surveys 245

CX Accelerator

OCTOBER 21, 2019

A Unified Communication/Video Tool Full disclosure: I now work for a UCaaS company. ?? However, video & chat have been a must-have for me for the last seven years--especially as a remote employee. And when the need arises, we can easily switch a brainstorm session from IM to a video meeting with screen share in a matter of seconds.

Customer Experience 140

Customer Experience Journey mapping Education Accountability 140

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

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?

Journey mapping 34

Journey mapping First call resolution Metrics Analytics 34

Education Services Group

MAY 12, 2021

Customer Content: Video + No CTA = A-Ok. My favorite session at TSIA Interact came from day 2, on “Mastering Scale with Digital First Customer Journeys.”. When creating journey maps in a digital-first model, I’ve tended to think about creating the customer journey both linearly and with an end date in mind.

Journey mapping 98

Journey mapping Best practices Education B2B 98

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? We also love their bite-sized CS skills videos that tackle common challenges for CSMs. Customer Experience Metrics Will Improve Your Company’s Performance. 1: SuccessHACKER. 5: ChurnZero.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Lumoa

MARCH 20, 2018

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Liveops

JANUARY 25, 2019

Behavior Metrics, Insights, and Testing. Create “explainer” videos—no professional design background required—to reduce call and email volume while providing a more dynamic and engaging customer experience. Learn more: spark.adobe.com/make/explainer-video-maker. Behavior Metrics, Insights, and Testing. Agent Support.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

CX Journey

MAY 5, 2015

And then shared a video to hit home their purpose, which echoed this goal. She evaluated vision and strategy, program design and metrics, organization and governance, and process and tools. Let's dive in to her presentation. Erin started with stating John Deere's admirable goal: to earn customers for generations.

Journey mapping 68

Journey mapping Customer Experience Government Surveys 68

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.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

360Connext

MARCH 8, 2018

When you hear Jeannie in the video below, you’ll come to understand why billions of dollars are wasted every year on ineffective marketing —it’s marketing that doesn’t matter. Here are five of the key tips and insights we discuss in the video above: 1. Let the customer journey be your guide. ” -@rkbasler Click To Tweet.

Marketing 63

Marketing Journey mapping Chief Customer Officer Advertising 63

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. This means knowing where there may be friction in the journey, and how to ask about that to get the best results. Create your VoC feedback mosaic.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Totango

JANUARY 2, 2024

I’m a true believer that once you have that customer journey mapped out and you’re leveraging that automation through Totango, you start to see glimpses of time savings,” Mariana said.

Automotive 106

Automotive Journey mapping Self service Sales 106

ProProfs Blog

APRIL 24, 2019

Companies, thus, incorporate text messages, video chat, and chatbots as their customer service platforms. Work on your customer feedback by training operators and overcoming the support challenges, which is the most crucial part of customer journey mapping. Each customer prefers a different way of communication with your brand.

Customer Service 92

Customer Service Journey mapping Entertainment Customer Support 92

ProProfs Blog

MAY 29, 2020

Map Your Customers’ Journey: Just walking a mile in your customers’ shoes is not enough; map this journey out. Make use of customer journey and customer experience maps to accurately track the various touchpoints and the impact they have on your customers. Post-Purchase Touchpoints.

Advertising 109

Advertising Surveys Journey mapping Feedback 109

Totango

OCTOBER 14, 2017

Customer Health Score takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow or red. They use the excel formulas to summarize the metrics across a row and come up with a number. Is there a single reason, multiple reasons, and what are those reasons?

Metrics 105

Metrics Accountability Journey mapping Marketing 105

Natalie Petouhof

APRIL 7, 2016

Brands and organizations should plan to support customers frequently during and after the sale and direct them to the next self-service experiences whether they be answers, community, video, product, new offer or feedback. Determine Metrics for Reducing the Cost to Serve Customers, While Enhancing Revenue from Top-Notch Customer Experiences.

Self service 53

Self service Journey mapping Average Handle Time Government 53

ClearAction

FEBRUARY 13, 2023

It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. It makes your CX team indispensable. This customer experience course is an actionable overview for making CX a team sport company-wide.

Customer Experience 71

Customer Experience Journey mapping Entertainment Enterprise 71

InGenius

SEPTEMBER 3, 2019

Call reports are a collection of metrics and data used by contact centers to measure everything from agent performance and customer experience, to call duration and the effectiveness of specific strategies. Customer Journey Mapping. Contact centers may tape calls for quality control, training or security purposes. Call Reports.

Interactive Voice Response 83

Interactive Voice Response Call Logging CRM Journey mapping 83

ChurnZero

JUNE 27, 2023

A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR). In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1. Is it a good experience?

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

ClearAction

OCTOBER 25, 2022

Here is an overview: Experience Value Exchange : this skill-building community provides your whole department with 5-minute to 40-minute templates (static and interactive), advice from peers and experts, events, presentations, articles, videos, podcasts, study highlights, and more. Learn More. Learn More. Learn More.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

Enghouse Interactive

JUNE 18, 2021

Defining the day as a journey. Build a simple “Employee” Journey Map highlighting the interesting parts, the boring parts, the team stuff and of course the fun. Team Meetings – If you don’t enjoy your video conferences you are not doing them right! I have read a lot of complaints about video meetings.

Journey mapping 68

Journey mapping Gamification Consulting Consulting 68

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. Without tracking and understanding this important metric, it’s impossible to know if you are delivering the experience your customers are expecting from you. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts.

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. These include NPS, Net Promoter System, and customer journey mapping.

Journey mapping 62

Journey mapping Metrics Surveys Accountability 62

Lumoa

MARCH 20, 2018

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Totango

OCTOBER 14, 2017

Customer Health Score takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow or red. They use the excel formulas to summarize the metrics across a row and come up with a number. Is there a single reason, multiple reasons, and what are those reasons?

Metrics 86

Metrics Accountability Journey mapping Marketing 86

ChurnZero

JULY 16, 2021

A [Britt]: That’s the beginning of a good customer journey map exercise post-sale. Especially, if you can track metrics on customer open rates, and when customers respond, who they’re responding to, that kind of stuff. . You can drop them a video or a link to YouTube and automate, “Hey, did you see this?” . .

Journey mapping 98

Journey mapping Accountability SaaS Education 98

PeopleMetrics

FEBRUARY 25, 2022

Here are a few of the most important concepts to keep in mind: Customer journey mapping. Mapping out the journeys that your own customers take with your business is an essential part of CX strategy. Moments of truth, also called pain points, are crucial touchpoints in your customer journey. CX metrics and KPIs.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

ClearAction

JANUARY 6, 2021

13) Stop obsessing about customer journey maps. This is success-limiting because it tends to exhaust bandwidth and energy on mapping rather than actioning. It’s possible to make grand strides in customer-centric culture-building and in customer experience improvement without having journey maps.

Customer Experience 77

Customer Experience Journey mapping Customer centricity Best practices 77

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? We also love their bite-sized CS skills videos that tackle common challenges for CSMs. Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up.

Journey mapping 52

Journey mapping SaaS Customer centricity Education 52

Nicereply

FEBRUARY 29, 2024

Implement customer journey mapping Understanding your customer behavior is challenging because every customer will have a unique roadmap from one point to another. Customer journey mapping may not give you 100% accuracy in predicting a user’s browsing path. before a user encounters them.

Customer Experience 59

Customer Experience Journey mapping Analytics Surveys 59

CustomerSuccessBox

APRIL 21, 2022

When we map these advantages to the customer lifecycle, we find something interesting: customer education can have a demonstrable influence on the business across the customer lifecycle. Additional Read: The ultimate guide to customer journey mapping. Create a customer journey map. But where do you begin?

Education 52

Education Journey mapping Feedback Metrics 52

CustomerSuccessBox

MARCH 14, 2022

Seamless customer journey mapping. Most SaaS businesses prefer to have a customer journey map in place to have a visual representation of the process a customer or prospect goes through to achieve a goal with your company. But sometimes defining a customer journey map could be a cumbersome process.

CRM 52

CRM SaaS Sales Journey mapping 52

CSM Magazine

MAY 19, 2023

Processes and Technologies in Customer Experience Engineering Customer Journey Mapping Customer journey mapping is a crucial process in customer experience engineering. Customer Satisfaction Scores Customer Satisfaction (CSAT) scores are essential metrics to gauge customer happiness with a product or service.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

Lumoa

JUNE 9, 2020

One of the best ways is to create a company-wide customer journey map. Once you have this mapped out for everyone to see, you can start to tailor your experience to allow the customer to navigate the process as easily as possible. But there are benefits to both, and they’re especially useful when you view them together.

Customer Experience 78

Customer Experience Feedback Surveys Analytics 78

ClientSuccess

MARCH 27, 2018

I recently watched a video of Rob Jeppsen , CEO of Xvoyant , explaining how to take a different approach when building out your pre and post sales funnel stages. Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy.

Journey mapping 40

Journey mapping Customer Experience Education Best practices 40