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Just as not every touchpoint is equal on a customerjourneymap (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 #VoC #CXDesign.
Just as not every touchpoint is equal on a customerjourneymap (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 #VoC #CXDesign.
Start with research and journeymapping to create a visual representation of the path your customers take when they engage with your brand. You can also use data collection to build a more nuanced understanding for the “why” behind your customerjourneymaps.
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