tjeerdtraats: customer-journey*

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  1. A 360-degree customer journey is a set of ideas and methods meant to take you from vague promises of being “customer-centric” to a concrete process for measurably offering more value to customers. By better understanding individuals and groups of customers, you’ll find ways to make your products more useful and smooth out the buying process, building an engaged audience for your brand along the way.
    https://mopinion.com/360-degree-customer-journey/
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  2. Consider the Porsche. Sleek and beautiful, you know it’s a great car the minute you see one. Yet the real beauty lies in what’s under the hood. That’s where the power comes from. That’s what makes it a performance vehicle.

    For companies, customers engage because you bring them something wonderful, something they want. When you do, they expect a certain level of service behind it, an excellent end-to-end experience.
    https://www.ciol.com/turning-customer-experience-enjoyable-journey/
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  3. Is your Marketing department aligned with customer experience and employee experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing.
    http://customerthink.com/marketings-role-in-employee-customer-experience-journeys/
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  4. Customer experience is a key driver of business success. From social media analytics to specialized software, there are hundreds of tools devoted to measuring it. But which of these tools are actually important to understanding customer experience? And how does customer experience ultimately affect your bottom line?
    https://www.businessnewsdaily.com/10643-understand-customer-experience.html/
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  5. The business of customer experience

    Think about the last great customer experience you had.
    Now, try to pull out all of the little details about that experience that made it great.

    Customer experience is a fuzzy concept. As consumers, we can quickly name multiple different companies with great customer experiences, but struggle defining exactly what components make each experience exceptional.
    https://uxplanet.org/how-to-run-a-customer-experience-design-workshop-in-your-organization-f70af760ac89/
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  6. What do my customers want? The savviest executives are asking this question more frequently than ever, and rightly so. Leading companies understand that they are in the customer-experience business, and they understand that how an organization delivers for customers is beginning to be as important as what it delivers.
    https://www.mckinsey.com/business-functions/operations/our-insights/the-ceo-guide-to-customer-experience/
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  7. I recently read a report showing that out of 46,000 shoppers, 73% used multiple channels to make a purchase. Only 7% shopped exclusively online, while 20% shopped exclusively in-store. I believe this is clear proof that there is an increasing need for retailers to turn to omnichannel retail to enhance the customer experience.
    https://www.forbes.com/sites/forbescoachescouncil/2018/08/03/how-to-create-your-omnichannel-retail-strategy/#7067087e6561/
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  8. Customer journey mapping is a popular tool for visualizing a customer’s experience. These maps provide a visual outline of various interactions that the purchaser has with a brand. It’s become a must for businesses as it allows managers to spot potential problems, going a long way in ensuring that the customer experience is satisfactory and hassle-free. When the customers’ road to conversion is straightforward, they’re more likely to stick with that brand.
    http://customerthink.com/four-essential-components-of-customer-journey-mapping/
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  9. As the lines between offline and online are blurring, store retailers and online retailers are both redefining the way they function to engage customers and create better experiences for them. Amalgamation of online and offline marketing strategies makes purchasing more rewarding and easier for the customer.
    https://www.martechadvisor.com/articles/customer-experience-2/5-ways-online-and-offline-customer-experiences-are-coming-together-in-2018/
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  10. We all know that the customer is king (or queen) and it seems you agree, as any article that mentions UC and the customer experience (CX) is a popular one at UC Today.
    https://www.uctoday.com/news/whats-new/our-most-popular-cx-posts/
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Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.