Education Services Group

JUNE 1, 2023

The customer journey map is a wonderful tool that’s a critical component of operationalizing your Customer Success capabilities. In our series defining and investigating all the stages of the customer journey, we’re looking at the most common steps a customer will take as they move through the lifecycle.

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Education Services Group

JUNE 20, 2023

Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. Once the customer hits first value, typically around the three-month mark , they move into the Service stage of the customer journey map.

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Journey mapping Government SaaS Self service 52

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. My Comment: Journey Mapping is no longer an option.

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Journey mapping Customer Service Customer Experience Contact Center 174

Education Services Group

JULY 5, 2023

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. In our universal customer journey map, Loyalty comes after Service, and it’s not just about renewal. Loyalty – The story continues…forever?

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Journey mapping Engineering Sales Enterprise 52

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As you read this article, think of how this relates to your business. How To Create Customer Journey Map Of A Restaurant?

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Journey mapping Customer Service Employee engagement Morale 260

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Absolutely!

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Customer Service Customer centricity Government Upselling 332

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. At first, I thought this article was written for consumers. Then read this article. Here are my top five picks from last week.

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Journey mapping Customer Service B2B Analytics 248

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. Here are my top five picks from last week.

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Journey mapping Customer Service Customer centricity Self service 198

Quadient

JULY 25, 2022

Customer Journey Map Examples & Templates. Since every customer's journey is unique and every business has unique customer experience (CX) goals, there is no one-size-fits-all customer journey map example. Why are customer journey map examples useful? Types of Customer Journey Maps.

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Journey mapping Construction Feedback Customer Experience 52

Education Services Group

JUNE 12, 2023

Not everyone does it exactly like this, but we’ve seen many a customer journey map in all our years helping businesses build them. While there is no universally accepted, one-size-fits-all model for the journey, we’ve divided it into the five stages that broadly fit CS best practices the most. That’s right.

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Journey mapping Best practices Benchmark Sales 52

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. My Comment: I couldn’t go a week without an article about AI.

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Customer Service Journey mapping Feedback Consulting 156

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. For example, I believe you should obsess about customer journey maps, but they have to be done right. Follow on Twitter: @Hyken.

Customer Service 314

Customer Service B2B Journey mapping Chatbots 314

delighted

JANUARY 7, 2021

Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business. In this post, we will cover: What is a customer journey map?

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Journey mapping Surveys Advertising Feedback 98

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. According to this article, only 42% of companies can accurately measure the lifetime value of a customer. Follow on Twitter: @Hyken.

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Journey mapping Customer Service Customer centricity Customer Experience 233

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article is a great “state of the industry” for what is happening in the contact and support center industry. Here are my top five picks from last week.

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Journey mapping Customer Service Contact Center Airlines 302

ShepHyken

JULY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article is a good place to start. Journey mapping in the customer experience by Chris Beaudin. by Pat Shea.

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Journey mapping Customer Service Customer Experience Marketing 141

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article quotes a survey that claimed 64% of consumers would switch. Here are my top five picks from last week. Close enough!).

Customer Service 168

Customer Service Journey mapping Surveys Customer Experience 168

GetFeedback

JANUARY 12, 2020

Rather, in this article, I’ll try to help you identify the weaknesses in your customer journey that, if improved, would actually lead to improved customer satisfaction and better business performance. . Read articles including one that discussed “ the best bike pumps in 2019. ” . Journey mapping as a CX tool.

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Journey mapping Airlines Feedback Customer Experience 88

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article has some great information. The Most Important Rule of Journey Mapping by Annette Franz. So you know it must be good!) Your choice.

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Journey mapping Customer Service Customer centricity Chatbots 207

CSM Magazine

MARCH 12, 2022

A customer journey map is a visual story explaining the process they go through when engaging with your brand. This kind of mapping is necessary to create seamless customer service for consumers. If you’re looking to design your own map, there are a few key points you can make use of to get you going. Conclusion.

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Journey mapping Advertising Marketing Sales 52

The Petrova Experience

JUNE 10, 2021

Although we have published more than 130 articles on customer experience , we still have not dedicated an article to journey mapping. Journey mapping is the most widely recognized customer experience design and management concept. I genuinely dislike journey maps. That is all.

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Journey mapping Airlines Healthcare Banking 52

GetFeedback

AUGUST 31, 2020

Strategies for leveraging the practice of customer journey mapping across Marketing and Sales departments.

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Journey mapping Sales Marketing 120

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

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Customer Service Airlines Metrics Journey mapping 162

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. You need to read this article now! Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser.

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Customer Service Journey mapping outsourcing Customer Experience 168

GetFeedback

AUGUST 26, 2020

An overview of the customer journey map for SaaS companies, why it's important, and how it's executed.

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Journey mapping SaaS 78

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. While the article focuses on differences between paying customers and others that get services for free, there are valid points for just about any type of business.

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Customer Service Journey mapping Customer Experience Feedback 327

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. according to what you've learned from your customer experience journey mapping. Customer journey maps are a means to an end, not an end in themselves.

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Journey mapping Best practices Advertising Customer centricity 118

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization.

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Customer Service B2B Journey mapping Best practices 318

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. They write about how improving customer journeys increases business growth. Read Shep’s latest Forbes article: AI Will Not Eliminate Jobs

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Journey mapping Upselling CRM Feedback 320

GetFeedback

NOVEMBER 5, 2018

The article notes that although individual teams perform well overall, there is often a lot of redundancy across departments. This shift requires the centralization of customer data and the usage of a customer journey map as a key indicator of productivity. Let the customer journey map guide you.

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Journey mapping CRM Customer Experience 88

Customer Service Life

MAY 6, 2019

This article was originally published on CustomerThink on February 28, 2019. While I’d love for this article to be about results, it’s still too soon to see the full impact on customer satisfaction. While I believe journey mapping proved to be a fruitful exercise, there were some opportunities for improvement.

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Journey mapping Contact Center Coaching Education 80

GetFeedback

JANUARY 6, 2020

B2B and B2C customer journey mapping differerences explained. Learn what to do to optimize the experience for your particular industry.

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Journey mapping B2C B2B 78

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study. (CCW

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Customer Service Journey mapping Contact Center Customer Experience 260

aircall

MARCH 24, 2017

This article is part one of a two-part series on customer journey mapping. This first article will highlight the necessity of the practice. Customer journey mapping is a tool to holistically improve your customer experience and your bottom line. What is customer journey mapping?

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Journey mapping Customer retention Marketing Advertising 75

CSM Magazine

JUNE 24, 2022

Since it’s not OK to grab your customer by the sleeve and demand them to tell all, we are lucky to have a methodology called customer journey mapping. In essence, customer journey maps (CJMs) are made to visualize the customer’s path from initial thought all the way to action and make this visualization clear and understandable.

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Journey mapping Analytics Technology Personalization 52

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article showcases six ways to create simplicity and make the experience easier, especially when it comes to implementing technology.

Customer Service 164

Customer Service Healthcare Journey mapping Feedback 164

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The title of this article caught my attention. Read the article to find out the other three. by Anthony Cusumano.

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Customer Service Journey mapping B2C B2B 234