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 1, 2016

Have you ever left a retail store after a sales associate approached you for the third time to tell you about a special offer? When we undertake designing a Customer Experience we look at these types of ‘nudges’ through the subconscious and psychological experience. We use a tool called Behavioral Journey Mapping.

Journey mapping 280

Journey mapping Consulting Consulting Customer emotions 280

Beyond Philosophy

FEBRUARY 28, 2016

Based on results drawn from over 100 categories and nearly a thousand brands, Brand Keys has determined that the average category decision process is now 80 percent emotional and 20 percent rational. This has significant implications for sales, service, marketing, and communications functions for every organization.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

JustCall

MAY 14, 2020

Strong communication with other teams will assist the customer success team in helping the customer in the best way possible. For instance, the Sales team can share call related information and call recording with the Customer Success team. Map Out Your Customer’s Journey.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

Strong communication with other teams will assist the customer success team in helping the customer in the best way possible. For instance, the Sales team can share call related information and call recording with the Customer Success team. Map Out Your Customer’s Journey.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MARCH 6, 2023

What is Customer Journey Analytics? Customer journey analytics is the process of understanding how every customer interaction impacts a business. It often starts with a customer journey map. 10 Benefits of Customer Journey Analytics 1.

Analytics 52

Analytics Journey mapping Metrics Feedback 52

Pointillist

MAY 23, 2018

Journey discovery is the best approach to reveal the numerous paths your customers actually take, as they engage with your company across channels and over time. Companies have traditionally looked to improve customer experience by focusing on particular touch points. How to Improve Customer Experience Using Journey Analytics.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90