Alida

MAY 27, 2021

Customer relationships are more complicated and more important than ever as businesses interact with customers across a wide variety of physical and digital touchpoints.

Touchpoint 162

Touchpoint Customer Relationships Customer Experience Management Customer Insights 162

Michelli Experience

SEPTEMBER 4, 2018

My team and I, have helped many businesses understand not only the elements of a journey map but also the why and how of map creation, persona-development, and the optimal branded experience principles that should be delivered at key customer touchpoints. We’d love to hear about the success and benefits garnered from your maps.

Customer Journey Mapping 88

Customer Journey Mapping Customer Journey Government Touchpoint 88

Pointillist

JUNE 7, 2021

High performers are more effective at integrating and taking action on their cross-channel customer data. They are more likely to track customer behavior in multiple channels and connect that data across touchpoints or systems. Unfortunately, many organizations struggle to access and unify customer data.

Measurement 71

Measurement 2021 Management Omnichannel 71

SurveySparrow

DECEMBER 22, 2019

With such information at your fingertips, you can easily build your product to your strengths when you know exactly what your customers want. You might be a doyen in your industry, but at no stage would be theoretical data be more important than customer insights that you get. Change them into your brand advocates.

Feedback 85

Feedback Net Promoter Score Social Media NPS 85

Customer Alignment

OCTOBER 2, 2017

Principle 1: Value your Customer The ‘right’ insight is at the core of Customer Experience. Leverage existing insight. Continually listen to customers. Customer Experience issues are highly visible outside of the organisation.

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40

Kustomer

SEPTEMBER 3, 2020

Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. As the market and customer changes, companies change. It’s almost by touchpoint, it sounds like, right? Nate Brown: (03:53).

Marketing 52

Marketing Effort Score Metrics Loyalty 52