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Building a CX Dashboard

CX Accelerator

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.

CX 345
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How to Use Customer Journey Maps to Solve Your CX Challenges

Experience Investigators

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?

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article thumbnail

Building a CX Dashboard

CX Accelerator

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.

CX 182
article thumbnail

Building a CX Dashboard

CX Accelerator

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.

CX 182
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Reduce Customer Churn: 5 Ways to Understand At-Risk Customers

Experience Investigators

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Even customer journey maps can neglect key phases of the customer experience. And what about “the rest of them?”

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5 Top Customer Service Articles of the Week 9-27-2021

Shep Hyken

Personalization, customer journey mapping, and surprising customers with the unexpected are just a few of the topics covered in this article. Four Simple Ways To Reinforce Customer Loyalty by Logan Rush. Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns.

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We Want To Be Customer-Centric: Now What!?

Experience Investigators

HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. Being customer-centric means having a solid plan of learning and acting on that feedback. Short answer: It’s a marathon and not a sprint.