PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. So Where Do We Begin?

Customer Journey Map 91

Customer Journey Map Touchpoint Compliance Start-ups 91

Kerry Bodine

JUNE 2, 2015

Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. How else have you used journey maps within your organization?

Customer Journey Map 99

Customer Journey Map Innovation CX Customer Experience 99

Customer Think

SEPTEMBER 1, 2021

It’s always been true that pleasing your customers is at the core of a successful business, but we are in a new era when it comes to meeting customers’ expectations. What people consider an exceptional customer experience — and which experiences are worth paying more for — are changing at an unprecedented pace.

Customer Journey Map 125

Customer Journey Map Customer Expectations Customer Experience Innovation 125

Kerry Bodine

JUNE 23, 2015

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. In this three-part blog series, I’m answering all of the great audience questions from the webinar. Who should be involved in customer journey mapping workshops?

Customer Journey Map 69

Customer Journey Map Legal Finance Start-ups 69

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. In this role, you want someone who is naturally curious who will be internally motivated to seek out answers to the questions they have about customer behavior. Resource: 6 Sources of Customer Understanding by CXpert. Change Management.

CX 307

CX Customer Journey Map CX Transformation Government 307

Totango

OCTOBER 18, 2023

—Mid-market business leader “Most Implementable” in the Enterprise Implementation Index for Customer Success software “Fastest Implementation” in the Enterprise Implementation Index for Customer Success software Totango makes onboarding efficient and easy Hot take!

Customer Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101

Comm100

JUNE 15, 2022

Know your customer journeys inside out, including every step taken, what tools and software are used to engage with customers, and what the desired end goal is for every action taken. This can be achieved by creating a customer journey map.

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

Customer Think

NOVEMBER 9, 2023

Customer journey maps are a key component of customer experience strategy and planning. Depending on who you ask, a customer journey map is a process or a visual tool. The process of journey mapping is the identification and documentation from […] But what are they?

Customer Journey Map 121

Customer Journey Map Customer Experience 121

CX Journey

NOVEMBER 19, 2015

Jeannie and Adam asked me questions like: Customer experience transformation happens in baby steps. How do you describe and define customer journey mapping ? What are some of the key principles of journey mapping ? Be sure to listen for Adam's very profound statements about journeys and journey mapping.

Customer Journey Map 62

Customer Journey Map Customer Experience 62

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Journey Map 97

Customer Journey Map Construction Touchpoint B2B 97

1 to 1

JUNE 9, 2015

When companies first began attempts to map the customer journey, it often involved a rudimentary arrangement of Post-it notes or other unsophisticated steps to chart the customer's end-to-end path to purchase or mission to resolve a product or service issue. 1to1Media.com/weblog.

Customer Journey Map 46

Customer Journey Map Omnichannel Customer Loyalty Customer Service 46

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

Customer Journey Map 110

Customer Journey Map Touchpoint Start-ups Social Media 110

Totango

JULY 11, 2023

Leader” in the Grid® Report for Customer Journey Mapping software “Highest User Adoption” in the Enterprise Implementation Index for Customer Journey Mapping software “Totango is helping us build in greater automation, a more proactive and preemptive discipline and a higher user adoption rate among our team.”

Customer Journey Map 82

Customer Journey Map Sports Innovation Touchpoint 82

CX Journey

NOVEMBER 17, 2015

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys.

Customer Journey Map 83

Customer Journey Map Touchpoint Customer Feedback Customer Experience 83

Totango

MARCH 21, 2023

Get started with customer journey mapping Establishing an effective customer journey map for your business can be a daunting task. Be sure to check out our recent blog from Customer Success Festival in Austin, 5 Tips to Supercharge your CS Operations Playbook.

Customer Journey Map 80

Customer Journey Map NPS Touchpoint Start-ups 80

Customer Think

OCTOBER 16, 2023

But sometimes, it’s not a journey that you need to map. When a potential client contacts us to inquire about customer journey mapping, we first ask, “What […] (You could even say I’m driven by it, as you can see from my license plate!)

Customer Journey Map 81

Customer Journey Map Customer Experience 81

Totango

APRIL 8, 2022

It enables team members from around your company to work together in one place to create a visual representation of the customer journey, activate the steps, and then make any updates or changes all from within the Canvas. Design Simple & Intuitive Journeys with Tracks. Mapping a new flow in Canvas starts with Tracks.

Customer Journey Map 96

Customer Journey Map Start-ups Customer Experience 96

Customer Bliss

SEPTEMBER 11, 2018

Follow me on LinkedIn or subscribe to the blog below. Think about this instead as the first step to changing your culture, to evolving your leadership, and to improving lives. That’s it for me, everybody for today’s Daily Dose. Want to see more videos from me?

Customer Journey Map 44

Customer Journey Map Innovation Sales Customer Experience 44

Heart of the Customer

JANUARY 28, 2015

As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). We’re discussing all things journey mapping.

Customer Journey Map 141

Customer Journey Map CX Customer Experience 141

1 to 1

APRIL 8, 2016

With multiple paths to purchase across myriad channels and devices, understanding the 'when,' 'how,' and 'why' of moving customers from point A to point B has become ever so critical. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Journey Map 33

Customer Journey Map Customer Service Customer Experience 33

Aquire

JULY 6, 2021

Definition of B2B customer journey B2B customer journey stages Difference between B2B and B2C journeys Building a customer journey map Improve your B2B customer journey. Definition of B2B customer journey. 6 Steps to building a customer journey map.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Beyond Philosophy

AUGUST 12, 2020

It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. . To advance people’s thinking about how to create customer journey maps, we have five rules.

Customer Journey Map 187

Customer Journey Map Net Promoter Score Start-ups Retail 187

1 to 1

APRIL 4, 2016

The customer journey today follows a winding path across devices, channels, and between the physical and digital realms, making the job of customer experience leaders tough. Following a customer's path is one thing. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Journey Map 37

Customer Journey Map Customer Experience Customer Loyalty 37

Lumoa

AUGUST 18, 2022

Many believe (and it makes sense) that customer experience can be any business’s unique value proposition against competitors. On the other hand, you need to consider that you’re not alone in wanting to have a good customer experience. Untailored customer journey mapping.

Customer Journey Map 83

Customer Journey Map Close the Loop Customer Feedback Start-ups 83

Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy.

Touchpoint 115

Touchpoint B2B Customer Journey Map Social Media 115

Lumoa

JANUARY 27, 2023

Here’s a step-by-step guide for crafting your customer experience audit checklist. Step 1: Map Out the Customer Journey A customer journey map is helpful in conducting an audit of the customer experience since it allows you to examine every part of that journey.

Customer Journey Map 83

Customer Journey Map Customer Service Customer Experience Touchpoint 83

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. How to Track Customer Engagement.

Customer Journey Map 76

Customer Journey Map Net Promoter Score B2B Social Media 76

Win the Customer

APRIL 18, 2023

Like any strategic initiative, customer journey mapping is not without its challenges. In the ever-evolving landscape of customer-centric business models, the importance of mapping out the customer experience journey cannot be overstated.

Customer Experience 52

Customer Experience Customer Journey Map Construction Innovation 52

Totango

FEBRUARY 10, 2021

In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Set success goals for each stage of your customer journey map. Segment your customer database for personalized communications.

Customer Retention 84

Customer Retention Customer Journey Map Net Promoter Score Scorecard 84

ClientSuccess

FEBRUARY 14, 2023

Even an attitude of empathy; by understanding each customer’s unique problems and addressing them from an emotional perspective, companies can craft solid relationships and provide exceptional service that stands out. Practicing empathy puts us in the proper headspace to learn from our customers.

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? Which Platform Fits Your Needs?

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

CX Accelerator

AUGUST 19, 2019

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others. Back To CX Accelerator Blog.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others. Back To CX Accelerator Blog.

CX 182

CX Customer Journey Map Touchpoint VOC 182

Totango

MARCH 25, 2022

Rather than working in silos on individual tasks, Canvas unites all teams across customer success, marketing, sales, product, finance and more, giving everyone a holistic view of the customer journey and providing insight so you can hone in on any gaps and implement changes quickly. . Ready to see for yourself?

Customer Experience 96

Customer Experience Customer Journey Map Finance Start-ups 96

Totango

SEPTEMBER 1, 2022

To implement an up-to-date QBR SaaS strategy that makes full use of today’s technology, here are some action steps you can take: Lay a foundation for success by adopting a customer success platform that lets you build QBRs into your customer journey map by monitoring customer data in real-time.

Customer Journey Map 97

Customer Journey Map Artificial Intelligence Net Promoter Score AI 97

Heart of the Customer

JANUARY 25, 2017

Frequent readers of this blog know that I’m into all things journey mapping, regularly reviewing articles on the subject. So I was particularly interested in How to: Create a digital customer journey map by Henning Ogberg, the senior VP EMEA of Sugar CRM.

B2B 60

B2B Customer Journey Map CRM 60

Heart of the Customer

DECEMBER 18, 2014

The CEB created the Customer Effort Score (CES) as a transactional measurement. ” and a lot of blogs still point to this confusing phrase. Unfortunately, they haven’t taken the next step to call it the Customer Easy Score, which is much more fun to say. appeared first on Heart of the Customer.

Customer Journey Map 138

Customer Journey Map Net Promoter Score Voice of the Customer Customer Experience 138