CX Journey

APRIL 25, 2018

How do you know what your customers’ expectations are? Are you listening to customers? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. The Benefits of Mapping Journeys There are a ton of benefits of mapping customer journeys.

Mystery Shopping 58

Mystery Shopping Touchpoint Start-ups Education 58

Callminer

FEBRUARY 27, 2019

“Actionable insights lead to either change and an action or confirm the fact that you don’t need to take any action at all.” – Agi Marx, Voice of the Customer: Why You Need it and How to Start Your VOC Program , Thematic; Twitter: @getthematic. . It comprises comments from social media, customer reviews sites and forums comments.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. The Usual Definition of Customer Experience Many companies, such as Zendesk, Oracle, etc.,

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52