Do You Know Your Customer Journey Map & the Emotions Overlay?

C3Centricity

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. Otherwise you're just cheating the customer.

Drive Real #CX Change with Journey Maps

CX Journey

Are journey maps a waste of time, or can you really use them to drive CX change? Done right, you can drive real CX change with your journey maps! Customer experience is a journey. Only you hold the map.

5 Key Benefits of Customer Journey Mapping

VocalCom

Taking the perspective of the customer is essential to understanding his experience with a brand. For this reason, many companies are using customer journey mapping to study the user experience and learn where improvements can be made. 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.

Understanding the Impact and Importance of Customer Emotions: a Q&A with Maria Pocovi

Call Center Weekly

Lately, there has been great emphasis placed on customer experience, and customer journey mapping. But what insights can we learn by understanding the emotions of customers? What is facial emotional recognition, and how does it work?

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

I love watching what people, and Customers do. Your Customers would raise their hands during this TED talk also. What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers.

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity.

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. If you consider Customers transactions, guess what? So any change in CX must include and address the Customer centricity of the organization.

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. If you consider Customers transactions, guess what? So any change in CX must include and address the Customer centricity of the organization.

Exposed: The 7 Questions Everyone Should Be Asking

Beyond Philosophy

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential.

How to Pick the Best Customer Journey Analytics Platform for Your Needs

Pointillist

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Journey Discovery. Journey Mapping.

You Need to Know the TRUTH About Customer Empathy!

360Connext

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.

Make This Change – Your Business Depends On It!

Beyond Philosophy

I have led hundreds of successful Customer Experience (CX) program successes. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. Blogs Customer Experience

You Need to Know the TRUTH About Customer Empathy!

360Connext

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. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers. Many maps highlight the big ways of delight and disappointment.

Be Warned: You Can’t Rely On Big Data!

Beyond Philosophy

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not.

Talking Trash: How Damaged Goods Kill Sales

Beyond Philosophy

I was thinking about this research in the context of our behavioral journey mapping , where we identify customer touchpoints and assess customersemotional reactions at each one. What Customers Think About Altered or Damaged Products.

Sales 307

Why You Love Super Bowl Ads But Hate Shopping!

Beyond Philosophy

And no matter what you thought of the controversial 84 Lumber commercial , it was hard not to be touched by the hopeful face of the little girl setting off on a long journey. And they know that potential customers will remember that ad long after they’ve forgotten an instant rebate special.

Customer Data Analytics: How to Select the Best Tool for Your Needs

Pointillist

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges.

The Role of Emotions in the Customer Experience

VocalCom

When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate for the brand. Anticipate customer emotions in different situations.

Why the Customer Experience Doesn’t Create Loyalty

Beyond Philosophy

Creating a great memory of your experience in your Customer’s mind is critical to creating Customer Loyalty. Most of what people remember about an experience is their peak emotional moment and how it ended. It can be the screech that ruins your Customer Experience.

Changing Customer Behavior with a Little Nudge

Beyond Philosophy

Do you nudge your customers? A nudge propels a customer toward the behavior you want – whether it’s purchasing a product, signing up for a subscription or making a repeat visit to a retailer. Getting Customers to Respond. How does this help you nudge customers toward the behavior you want? Let’s look at customer interactions. We use a tool called Behavioral Journey Mapping. Have you ever nudged your customers ?

6 Essential Rules for Customer Experience Design

VocalCom

Designing great customer experiences begins with truly knowing your customers. While surveys reveal valuable insights about their needs, a global view of customer emotions and expectations across all channels is the real key to offering the services and products they want. Here are six essential rules for designing great experiences that reflect your customers’ needs. Create customer journey maps. Assess customer feedback to improve service.

Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP

Pointillist

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. I’ve also seen it start from HR because more and more companies are realizing that employee experience drives customer experience. Blog customer experience

The One Customer Experience Dial That Matters Most

Beyond Philosophy

There are so many things that impact our customers and their experience. What are the emotions that are most important to evoke? ” It’s impossible to have customers care for you if they don’t feel you care for them. If we don’t take care of our customers, someone else will.” ~ Unknown. Care is embedded in the original premise of what you offer to customers. How will customers know you care? Do customers know what comes next?

Customer Experience: Art or Science?

CX Accelerator

?? What fires you up about customer experience?? ?? Could it be CX’s huge potential to impact the bottom line, using proven strategies to help retain customers, encourage them to stay loyal and ultimately, ensure continued business success? Because it’s a tapestry of human emotions.

Business-to-Business Customer Experience Strategy

ClearAction

Business-to-Business Customer Experience Strategy Lynn Hunsaker. Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here’s a way to help you invest wisely. Customer Experience Strategy.