The Success League

MARCH 12, 2025

So, why, if my point is that customer journey mapping still matters, am I telling you this story? Because someone had to design this journey, even though the delivery was entirely digital. She has written over 100 articles on customer success, and is the host of 3 podcasts about the field.

Customer Journey Map 52

Customer Journey Map AI Start-ups Customer Experience 52

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. In the era of digital transformation and customer-centric strategies, organizations must shift toward a more collaborative and integrated structure. The result?

CX 405

CX Finance Customer Journey Map Innovation 405

eglobalis

FEBRUARY 3, 2025

AI-Driven Customer Journey Mapping AI helps B2B businesses map and optimize the customer journey by identifying pain points and opportunities for improvement. Example: A manufacturing company using Amazon Lex reduced its average search time by 50%, resulting in a 15% increase in sales.

B2B 337

B2B AI Predictive Analytics Sentiment Analysis 337

CommBox

APRIL 19, 2022

If not, you need to create a customer journey map. A customer journey map visually represents how customers interact with your brand. . It shows the different stages of the customer’s experience, from when they first hear about your product or service to when they become a returning customer. .

Customer Journey Map 105

Customer Journey Map Invoicing Start-ups B2B 105

Zendesk

APRIL 18, 2023

Customer journey mapping is a simple yet powerful way to gain those insights. A customer journey map frames customer behavior as a story, providing a visual overview of the experiences consumers go through when interacting with a company. What is a customer journey map?

Customer Journey Map 98

Customer Journey Map Social Media Touchpoint Sales 98

Intercom, Inc.

MAY 13, 2022

Touchpoints include website content, social media content, email content, sales interactions, and customer service interactions, each designed to increase customer engagement and the likelihood of making a sale (or multiple sales). . What is a customer journey map?

Customer Journey Map 223

Customer Journey Map Touchpoint Social Media Sales 223

Aquire

NOVEMBER 25, 2021

Creating a customer journey map can be a game-changer for your customer experience strategy. That’s why if you want to use an omnichannel approach effectively , and deliver excellent customer experience across all those touchpoints, you need to understand and map the customer journey.

Customer Journey Map 98

Customer Journey Map Social Media Net Promoter Score Touchpoint 98

CX Accelerator

AUGUST 19, 2019

Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions. These are the metrics that tie customer experience to organisational goals and could include things like sales figures, number of complaints, number of positive online reviews or number of demos requested.

CX 345

CX Customer Journey Map Touchpoint Customer Satisfaction 345

Retently

OCTOBER 1, 2018

We believe that happens because not enough businesses use a customer journey map to keep track of clients’ desires, needs, and behaviors – basically the kind of information that can help you prevent high customer churn rates. What Is the Customer Journey? What Is a Customer Journey Map?

Customer Journey Map 91

Customer Journey Map Touchpoint Social Media CEM 91

ECXO

DECEMBER 25, 2024

When businesses focus on giving their customers a fantastic experience, those customers tend to stick around longer, spread the word to their friends, and become loyal advocates. Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 329

B2B Customer Experience Touchpoint B2C 329

ECXO

MARCH 3, 2025

CX Lesson: Mapping the customer journey is crucial to understanding your customers experience. Actionable Insight: Create a detailed customer journey map that highlights key touchpoints, emotional highs and lows, and critical decision moments. Be the trusted advisor who empowers customers to succeed.

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

Kerry Bodine

JUNE 23, 2015

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. Who should be involved in customer journey mapping workshops? Marketing and customer experience folks are the obvious choices for workshop participants. Just give us a jingle.).

Customer Journey Map 69

Customer Journey Map Legal Finance Start-ups 69

ECXO

JUNE 11, 2023

How do customers experience your brand – across touchpoints? Develop a customer journey map – (re)mapping the customer journey will help you identify areas where you can improve the customer experience. How have journeys changed since Covid? Higher sales and a more loyal customer base.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

Totango

MARCH 12, 2021

A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences.

Customer Journey Map 67

Customer Journey Map Net Promoter Score Customer Retention Sales 67

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . Run the customer journey mapping exercise in a group.

Customer Journey Map 59

Customer Journey Map Touchpoint VOC Start-ups 59

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

Execs In The Know

JANUARY 20, 2025

The answer lies in understanding not just who your customers are but how they experience your brand at every turn. This is where customer journey mapping becomes your secret weapon. But heres the thing: journey mapping has an image problem. Every interaction is an opportunity to build loyalty or lose it.

Customer Journey Map 52

Customer Journey Map Social Media Touchpoint Actionable Insights 52

Waypoint Group

SEPTEMBER 2, 2015

Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company. During the Professional Services/Consultation phase, expectations have already been set in a previous phase, likely Sales.

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60

Beyond Philosophy

AUGUST 12, 2020

It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. . To advance people’s thinking about how to create customer journey maps, we have five rules.

Customer Journey Map 187

Customer Journey Map Net Promoter Score Start-ups Retail 187

Totango

MARCH 16, 2021

B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey. Basics of Customer Journey Mapping.

B2C 118

B2C B2B Customer Journey Map E-commerce 118

Experience Investigators

OCTOBER 11, 2024

A customer receives the wrong item in their shipment and needs help making it right, so they open the store app to contact support. A customer buys new software for their business but is having trouble getting everything up and running, so they email the sales representative they worked with.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

ECXO

JUNE 23, 2024

This understanding will allow your team to create individualized success plans for your customers. Customer Journey Mapping: This is a process of visualizing the entire customer experience, from first contact through the entire relationship. Customer success is not just the responsibility of one team.

CX 358

CX Customer Satisfaction Innovation Education 358

ECXO

OCTOBER 7, 2024

By keeping a finger on the pulse of customer desires and pain points, you can tailor experiences that resonate and create lasting loyalty. In my work, I ensure that this information is shared so that we are all looking in the same direction in terms of customer expectations.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

ECXO

MAY 16, 2024

The customer-centric leader drives development based on the customer journey A customer journey is the total experience that a customer has with an organization, from the first encounter or interest in a product or service, through the entire process, including sales, delivery, customer service, and possibly complaints.

Touchpoint 207

Touchpoint Customer Journey Map Education CX 207

CX Accelerator

AUGUST 19, 2019

Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions. These are the metrics that tie customer experience to organisational goals and could include things like sales figures, number of complaints, number of positive online reviews or number of demos requested.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions. These are the metrics that tie customer experience to organisational goals and could include things like sales figures, number of complaints, number of positive online reviews or number of demos requested.

CX 182

CX Customer Journey Map Touchpoint VOC 182

Kerry Bodine

OCTOBER 14, 2016

Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. But don’t throw darts to choose your journey—select it carefully.

Customer Journey Map 125

Customer Journey Map Start-ups Touchpoint Customer Feedback 125

Experience Investigators

NOVEMBER 30, 2021

Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Ultimately, these help identify general truths about your customer including their: Expectations.

Customer Journey Map 133

Customer Journey Map Customer Experience Touchpoint CX 133

ECXO

MAY 11, 2023

.’ And being able to organise around your customers pays. Research by McKinsey discovered that companies that get organised and manage CX can realise a 20% improvement in customer satisfaction, a 15% hike in sales conversion, a 30% reduction in the cost to serve and a 30% increase in employee engagement.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Social Media 156

CX Journey

JANUARY 12, 2016

It was a pleasure to answer the questions that Aaron had for me about journey mapping. They included: What is customer journey mapping? What industries employ customer journey mapping? Does the customer journey map differ by industry? and how is it used in the wild?

Customer Journey Map 39

Customer Journey Map NPS Sales CX 39

Experience Investigators

JANUARY 7, 2025

Step 3 Map and Optimize Customer Touchpoints Customer journey mapping exercises will enmesh you in each personas journey to understand how they find you, what they seek at key steps of their shopping journey (also known as customer touchpoints), and how you can maximize their post-purchase satisfaction.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Experience Investigators

JANUARY 5, 2022

You showed your sales leaders how their numbers were directly tied to a stronger customer experience for all customers. You leveraged customer journey mapping and invited various leaders to participate. . You invited customers to co-create and validate what you learned. Article] Why Journey Map?

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Aquire

JULY 6, 2021

Definition of B2B customer journey B2B customer journey stages Difference between B2B and B2C journeys Building a customer journey map Improve your B2B customer journey. Definition of B2B customer journey. 6 Steps to building a customer journey map.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Totango

AUGUST 23, 2022

Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. What Are B2B Customer Journey Touchpoints? B2B Customer Journey Touchpoints and Your Team. Customer service.

Touchpoint 122

Touchpoint B2B Customer Journey Map Social Media 122

Intercom, Inc.

NOVEMBER 21, 2019

The key differentiator here is that, while many companies operate with a theory about their customers, Sprout Social relies on customer data about who their users really are – and what they really want. Referrals from happy customers are, after all, your best marketing. Why sales and marketing should be a partnership.

Customer Retention 34

Customer Retention Customer Journey Map Start-ups Sales 34

PeopleMetrics

FEBRUARY 21, 2023

Customers interact with your business in a variety of ways before they finally make a purchase. These interactions make up the customer journey. Businesses chart a customer’s progress through that journey with a customer journey map.

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117