Select VoiceCom Blog

AUGUST 17, 2022

When you partner with a customer-centric provider like a call centre, one other way to drive major improvements to your customer service is by looking into your customer journey maps. Curious to know what a customer journey map is? What is a Customer Journey Map? Why is a Customer Journey Map Important?

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Journey mapping Customer centricity Surveys Feedback 52

PeopleMetrics

JANUARY 21, 2021

Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. How do you create a customer journey map? What is a touchpoint in the customer journey?

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Journey mapping Accountability Feedback Customer Experience 62

Call Experts

OCTOBER 10, 2019

Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. Every customer interaction is unique, and the most efficient way to create a general understanding is with a customer journey map. Here are the essential steps you should consider before starting your map.

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CX Accelerator

NOVEMBER 11, 2022

The 8 skills required by any CX team are: Strategy. Customer Journey Mapping. STRATEGY At its core, creating a strategy is about setting realistic goals and determining the tactics that will be used to achieve them. But the strategy function within a CX team is also very much about the strategy’s implementation.

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Journey mapping Customer centricity Analytics Government 307

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. The post Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool? appeared first on Shep Hyken.

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Feedback Contact Center Journey mapping Surveys 206

VocalCom

JANUARY 14, 2019

As more and more brands adopt a customer-centric attitude, many are also discovering the value of creating customer journey maps. By analyzing data as well as feedback from both customers and employees, your company may develop maps that reflect customers’ experiences, feelings, and motivations as they interact with your brand.

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ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. ” Plot Out Customer Journeys. ” Plot Out Customer Journeys.

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Journey mapping Customer Support Feedback Surveys 180

aircall

MARCH 27, 2017

This article is part two of a series on customer journey mapping. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. Your customer journey map will be rooted in your customers’ actions, behaviors, challenges, and needs.

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Journey mapping Accountability Customer retention Morale 82

aircall

MARCH 24, 2017

This article is part one of a two-part series on customer journey mapping. Customer journey mapping is a tool to holistically improve your customer experience and your bottom line. The companion article will detail ways to develop a practical and efficient customer journey map. Consider the model below.

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Journey mapping Customer retention Marketing Advertising 75

ShepHyken

MAY 27, 2019

How To Create Customer Journey Map Of A Restaurant? Survaider) A customer journey map drops you into the shoes of your customers and makes you understand how and when they interact with various touchpoints of your restaurant. My Comment: I’m a big fan of journey mapping the customer experience.

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Journey mapping Customer Service Employee engagement Morale 260

Education Services Group

JUNE 21, 2018

In fact, it’s also a solid place to start answering the question of what is customer journey mapping. However, so many businesses rely on reactive measures —when the actual goal should be identifying customer journey mapping tools and proactively defining what success looks like to customers at each stage of the customer lifecycle.

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Journey mapping Customer retention Enterprise Analytics 53

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. This may involve your return policy, your strategy for handling missed flights, or your interest in repairing products after the warranty expires. It Had Better Be!

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Abandon rate Journey mapping Average Handle Time Customer centricity 237

CX Journey

JUNE 20, 2018

It appeared on their blog on January 16, 2018. Sadly, communications are often an overlooked piece of the customer experience and the overall customer experience strategy. How do we make sure they’re integrated into your customer experience strategy and design – and executed well? With journey maps.

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Journey mapping Customer Experience Customer Service 56

CX Journey

OCTOBER 8, 2015

Image courtesy of MatsGoldberg Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on May 29, 2015. There are five basic principles that journey maps must adhere to. Once upon a time (and still today), journey maps were created on butcher paper with post-it notes.

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Journey mapping Education Customer Experience Feedback 71

Beyond Philosophy

FEBRUARY 3, 2022

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.

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Beyond Philosophy

FEBRUARY 6, 2019

For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping. If you enjoyed this post, you might be interested in the following blogs and podcasts: IGNORING CUSTOMERS’ RISK AVERSION IS RISKY BUSINESS. To listen in , please click here.

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Customer Experience Journey mapping Customer centricity Surveys 385

Concentrix

SEPTEMBER 28, 2022

Read more about the latest episode of Born Digital, where we cover journey mapping, service blueprinting, developing a data strategy, and more. The post How to Win at CX with a Customer Data Strategy appeared first on Concentrix.

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Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. Well, if you’re Aruba, you go digital.

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Journey mapping Accountability Marketing Metrics 111

Beyond Philosophy

MARCH 3, 2022

At this point, I see journey mapping creating a significant advantage for organizations. Of course, the big decision in most journey maps involves purchase decisions. However, many more minor choices show up on the map, too. . Also, rational information should show up on the journey map.

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Journey mapping Personalization Consulting Consulting 195

Beyond Philosophy

DECEMBER 11, 2020

Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy. Measure the specific emotions across the customer journey. Design the emotions into your journey maps. Rule #3: Measure specific emotions across the journey. Why do we do customer journey maps?

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Customer emotions Management Journey mapping Customer advocacy 435

ClientSuccess

APRIL 25, 2017

3 Ways How to Build a Customer’s Perspective Journey Map. All customer success professionals have an idea in their minds about what the ideal customer journey map looks like. This means that customer success teams may have to rework traditional customer journey maps with an added element of the customer perspective.

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Journey mapping Customer centricity Best practices Metrics 40

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Blog posts with tips addressing common concerns.

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Customer retention Journey mapping Benchmark SaaS 85

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. Well, if you’re Aruba, you go digital.

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Journey mapping Accountability Marketing Metrics 85

Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Why Build a Customer Insight Strategy? What are customer insights?

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Journey mapping Metrics Sales Marketing 83

360Connext

AUGUST 9, 2017

That’s when their boss or their CEO or maybe a member from the board asks them to take over a new responsibility – CX Strategy. They do their research, read the blogs, and the books, and even attending some webinars. Strategy is no small thing, though. CX Strategy by Technology. CX Strategy by Journey Mapping.

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Journey mapping Airlines Customer Experience Technology 92

Upstream Works

SEPTEMBER 28, 2022

Meeting this challenge will require several responses, and whatever form they take, they should be driven by two strategies. Digital Transformation Strategy 1: Utilizing Data for Continuous Innovation. Contact centers are still early on this path, and as new data streams proliferate, customer journey mapping will become richer.

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Contact Center Journey mapping Scripts Technology 78

Comm100

JUNE 15, 2022

A customer experience program refers to the applied processes and methods that enable an overall customer experience management strategy. Know your customer journeys inside out, including every step taken, what tools and software are used to engage with customers, and what the desired end goal is for every action taken.

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Customer Experience Journey mapping Surveys Feedback 89

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. What Is SaaS Customer Engagement?

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SaaS Upselling Metrics Journey mapping 97

Nicereply

MAY 30, 2022

Here are six steps to help you develop an excellent customer service strategy to ensure your business always provides a superb customer experience that will keep them coming back for more. That will benefit your business and help you develop your customer service strategy. Identify the customer touchpoints. Use customer feedback.

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Customer Service Journey mapping Feedback Metrics 59

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. Well, if you’re Aruba, you go digital.

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Journey mapping Accountability Marketing Metrics 62

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. Each stage in the customer’s journey builds on the previous stage.

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SaaS Journey mapping Upselling Best practices 111

Totango

DECEMBER 6, 2021

Finally, we’ll propose how these three key insights from 2021 can be combined into a unified customer success strategy for winning results in 2022. Today’s SaaS Customer Journey Follows a Flywheel Model. In 2021, we saw the emergence of a new understanding of the customer journey.

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SaaS Best practices Journey mapping Customer advocacy 93

Lumoa

FEBRUARY 2, 2023

We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. 5 Strategies to Improve Customer Experience in Your Store It’s one thing to say, “We’ll give our customers a great experience!” Let’s get started. We’ll talk more about the NPS in a bit.

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Nicereply

FEBRUARY 21, 2022

This process is so important because it impacts your business’s overall customer journey — both positively and negatively. Here are customer onboarding strategies worth trying: Start the onboarding process as soon as possible – Ask for onboarding forms to be completed and give product tours or provide useful tips.

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Journey mapping Chatbots Customer retention Sales 98

Totango

MAY 11, 2021

Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement. Match communication strategies to stakeholder roles. Analyze key stakeholder motivation.

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Management Best practices Journey mapping Metrics 85

inSided

JUNE 4, 2021

This week, we decided to interrupt your regularly scheduled This is Digital Customer Success blog post to bring you some learnings (that just couldn’t wait) from last week’s webinar. In one of our most popular webinars to date, Brian served up some serious knowledge around customer journey mapping, segmentation, and scaling Customer Success.

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Journey mapping 59

Totango

MARCH 21, 2023

Their discussion covered three key strategies for powering up customer success. To provide the best customer experience, an internal organization must maximize its collective braintrust across all stages of the journey. Nick jokes, “it is by far one of the most difficult things in the world.” Curious about where we’re going next?

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Journey mapping Benchmark Metrics Surveys 81