Experience Investigators

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. When it comes to building those customer journey maps… well, some things are easier said than done. What is a Customer Journey Map?

Customer Journey Map 59

Customer Journey Map CX Artificial Intelligence Start-ups 59

Retently

MAY 9, 2024

Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way. When these businesses finally turn their attention to customer retention, it often takes a backseat to chasing new leads.

Customer Retention 118

Customer Retention B2B Non-Profits Customer Acquisition 118

SurveySensum

SEPTEMBER 26, 2024

It’s not just irrelevant – it also shows that the brand is not paying attention to your journey. This lack of personalization happens when the customer journey is fragmented, leading to data silos, customer frustration, and lost opportunities for customer acquisition and retention.

Customer Experience 52

Customer Experience Omnichannel AI Touchpoint 52

PeopleMetrics

NOVEMBER 1, 2022

Customers enjoy sharing their opinions about a variety of topics these days, banking included. Negative word of mouth can harm a bank’s net promoter score and lead to reductions in customer acquisition as well as retention issues, due to losing the customers making the initial complaints. What’s a Customer Journey Map?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

1 to 1

DECEMBER 13, 2021

You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps. Qualitative research methods—such as customer interviews, focus groups, and even ride-a-longs—can help collect insights directly from the customer.

CX 26

CX Customer Journey Map VOC Customer Retention 26

Taylor Reach Group

MARCH 10, 2020

You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in this area. Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand.

Customer Experience 123

Customer Experience Customer Journey Map Customer Retention NPS 123

SixteenVentures

DECEMBER 31, 2019

Everyone is in Customer Success. Customer Success Beyond Usage Data. Customer Success At Your Expense Hurts Everyone. The Role of Customer Success in… Customer Development. Customer Acquisition. Customer and User Onboarding. Emotional Disconnect During Customer Onboarding.

Start-ups 137

Start-ups Sales NPS Non-Profits 137