Beyond Philosophy

NOVEMBER 10, 2014

Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

VocalCom

JULY 31, 2017

Through an analysis of quantitative data and anecdotes from both customers and employees, brands may develop comprehensive maps that reflect the customer’s motivations and sentiments along the journey from potential to loyal customer. Here are five key benefits of customer journey mapping. Understanding customer emotions.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

JustCall

MAY 14, 2020

You can map your customer’s journey going through these touchpoints. First, segregate your customer base into groups based on age, demography, or on the basis of problems faced during COVID. Suppose, your support team finds that there are certain customers who have ceased to communicate during COVID soon after onboarding.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

You can map your customer’s journey going through these touchpoints. First, segregate your customer base into groups based on age, demography, or on the basis of problems faced during COVID. Suppose, your support team finds that there are certain customers who have ceased to communicate during COVID soon after onboarding.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Pointillist

APRIL 17, 2019

Most BI platforms still require IT groups, to set up and maintain the data infrastructure that BI tools rely on. Although modern BI platforms can now handle structured and unstructured data, it is still difficult to use them for time-series analysis, which is essential for understanding customer behavior.

Analytics 51

Analytics Journey mapping Multichannel Government 51