Remove Customer Acquisition Remove Customer Journey Map Remove Touchpoint
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 345
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
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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

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?

article thumbnail

Customer Experience Mapping: How to Create Smoother, More Effortless Journeys

Comm100

8 out of 10 marketers of global companies actually agree that a much better strategy is retention , but their organizations are still focused on customer acquisition. These companies could be better served by planning out and delivering services that their customers want, and aiming to deliver them in a smoother, more frictionless way.

article thumbnail

7 Deadly Sins of B2B Customer Retention

Retently

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. Are you proactive or reactive?

article thumbnail

14 Worthy Customer Experience Reads for 2014

CX Journey

Understanding the customer includes listening, creating a customer journey map, and using other tools that will help you understand who they are, what their needs are, what jobs they are trying to do, what their painpoints are, and how you fit together. What is the secret to keeping those customers?