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So, Here’s the Thing About Journey Mapping

Clarabridge

Marketing departments in dimly lit offices everywhere are either beginning to see the value in mapping the customer journey or have a beautifully designed one collecting dust on a shared drive. Some call it a Customer Journey Map, User Experience Journey, or Customer Decision Journey. Assumptions.

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Guest Post: Reset Buyer Strategy to Drive Post-Pandemic Revival

ShepHyken

Further, refreshing your customer personas and journey mappings is a good idea. You may also consider taking a hit-and-trial approach by designing and redesigning buyer interactions mapped to their goals. Innovation in customer enablement is also another way to stay ahead.

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Building a CX Dashboard

CX Accelerator

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others.

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Building a CX Dashboard

CX Accelerator

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others.

article thumbnail

Building a CX Dashboard

CX Accelerator

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others.

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The Role of Customer Experience in Telco

Lumoa

During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. The telecommunications industry is not known for its high-quality customer service. Keeping customers engaged is crucial, especially in an industry as saturated as the telecommunications vertical. .

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How dual leverage opportunities can help reduce operational costs and improve the customer experience

Quadient

The best way to do this is by using journey mapping. This is another reason why journey mapping is so important. Journey mapping reiterates and reinforces with all the stakeholders that the changes that need to be made are not about any one department; they are about meeting the expectations of the customer.