ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps?

Journey mapping 176

Journey mapping Customer emotions Customer effort B2C 176

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

PeopleMetrics

NOVEMBER 1, 2022

This means banks interested in improving their CX should look first to the common interactions that occur as part of the recurring service they offer, such as ease of making payments, viewing accounts, and getting in touch with customer service. What do customers expect from banks? Ease of use. Omnichannel Marketing.

Banking 62

Banking Customer Experience Chatbots Accountability 62

ClearAction

NOVEMBER 26, 2017

Step 1 — What are our customers’ processes for selecting, getting, and using the type of solution that we sell? And for separate customer segments, preferably segmented by expectation sets rather than demographics. It will free-up your front-line staff from being a buffer between things-gone-wrong and customers’ emotions.

Customer Experience 54

Customer Experience B2B Journey mapping Customer emotions 54

JustCall

MAY 14, 2020

For instance, the Sales team can share call related information and call recording with the Customer Success team. Map Out Your Customer’s Journey. Every customer has a different experience with your brand. But of course, you can choose some common and standard touchpoints.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

For instance, the Sales team can share call related information and call recording with the Customer Success team. Map Out Your Customer’s Journey. Every customer has a different experience with your brand. But of course, you can choose some common and standard touchpoints.

Customer retention 52

Customer retention Journey mapping Education Feedback 52