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Customer Journey Mapping: Apply Insights Everywhere

ClearAction

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.

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Improving your Voice of the Customer listening posts? Ask these questions

Experience Investigators

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Related Article: Why Journey Map?

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B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views

ClearAction

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it.

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How to Recruit and Interview B2B Customers for your Customer Journey Mapping Project

Heart of the Customer

Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […]. The post How to Recruit and Interview B2B Customers for your Customer Journey Mapping Project appeared first on Heart of the Customer.

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Bringing the Voice of the Customer into CX Design – and Interview with Beth Berg

Heart of the Customer

The post Bringing the Voice of the Customer into CX Design – and Interview with Beth Berg appeared first on Heart of the Customer. So, I invited her to get together and discuss her approach, and she agreed. First, tell us a little bit about yourself and your work. My area of expertise is bringing the […].

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“Now, why exactly do you need to talk to customers?”

Heart of the Customer

I was talking with a prospective customer last week, and I walked through our customer journey mapping process – first you collect companies’ hypothesis and existing data, then go out to their customers to interview them in their places of work (they’re a B2B company), and finally bring that voice of the customer back to […].

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Customer Effort Score 2 – Is it easy?

Heart of the Customer

If you’re getting low scores, using customer journey maps to find out why from your customer’s view. Once you’ve mapped the experience target the top sources of effort. Use empathy mapping and other tools to determine how you want your customers to feel (like it was easy!)