Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

PeopleMetrics

MAY 12, 2022

Let's start by reviewing the basics of customer journey mapping and why it's such a valuable practice for your business. What's a customer journey map? A customer journey map is a visual or multimedia representation of all the touchpoints that a customer has with your business over the course of your relationship.

Journey mapping 62

Journey mapping B2C Feedback B2B 62

aircall

JUNE 30, 2021

That means that companies within this space must work extra hard to provide an excellent customer experience if they want to hold on to their market share. Companies geared toward providing professional services have a much longer sales cycle than B2C companies. As a result, their customer acquisition costs are also higher. .

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. What is emotion analytics? The devotion to emotion. Of course, there are mixed feelings.

Analytics 137

Analytics Customer Experience Customer emotions B2C 137

Pointillist

MAY 23, 2018

Companies have traditionally looked to improve customer experience by focusing on particular touch points. This often leads to misleading results, as customers may rate an individual interaction highly yet be unhappy over the course of an entire journey. How to Improve Customer Experience Using Journey Analytics.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90