Beyond Philosophy

MARCH 12, 2015

When it comes to the emotional journey during this new and improved process, most organizations cross their fingers and hope for the best. It is a blend of an organizations rational performance, the senses stimulated and emotions evoked and intuitively measured against Customer expectations across all moments of contact.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. That interaction is one of many steps for the customer.

Journey mapping 77

Journey mapping Customer emotions Customer centricity Contact Center 77

360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. That interaction is one of many steps for the customer.

Journey mapping 56

Journey mapping Customer emotions Customer centricity Contact Center 56

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. It's no coincidence that we frequently return to the businesses that offer us great experiences. Here's what we'll cover: Journey Mapping Fundamentals.

Journey mapping 62

Journey mapping B2C Feedback B2B 62