Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. First, we’ll hear from Kathy Tobiasen , the Vice President of Customer Experience at The Nature’s Bounty Company.

Customer Journey Mapping 178

Customer Journey Mapping Customer Journey Leadership Customer Retention 178

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

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Customer Journey Mapping Culture Customer Journey B2B 375

ChurnZero

MAY 18, 2021

Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? Do you know what made Google Maps so popular? A good customer journey map is like Google Maps for your customers. Consideration.

Customer Journey Mapping 84

Customer Journey Mapping Customer Journey Loyalty Programs Reference 84

Retently

OCTOBER 1, 2018

We believe that happens because not enough businesses use a customer journey map to keep track of clients’ desires, needs, and behaviors – basically the kind of information that can help you prevent high customer churn rates. What Is the Customer Journey? What Is a Customer Journey Map?

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Customer Journey Mapping Touchpoint Customer Journey CEM 91

Experience Investigators by 360Connext

AUGUST 23, 2018

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.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

ShepHyken

JUNE 7, 2021

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona.

Article 141

Article 2021 Customer Service Loyalty Programs 141

Thematic

APRIL 1, 2025

Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? That’s exactly what customer journey mapping does—charting each step customers take with your business, from first contact to long-term loyalty.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Gainsight

MARCH 31, 2025

For example, expansion playbooks help lean CS teams: Automated Upsell Campaigns: Use automated emails or in-app messaging to promote relevant add-ons based on customer usage patterns. Customer Journey Mapping: Create a customer journey map that highlights optimal points for expansion opportunities.

Customer Journey Mapping 52

Customer Journey Mapping B2B Customer Journey Webinar 52

InMoment XI

JANUARY 17, 2024

Customer experience metrics: Connecting feedback data and operational metrics to customer experience KPIs such as NPS, Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) lets your organization achieve a more complete and accurate view of the guest experience.

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Guest Experience Hospitality Hotels Travel 195

InMoment XI

SEPTEMBER 1, 2022

Invest in the Right Analytics: Predictive models help to extend lifetime value (LTV) by warning you when specific customers are likely to churn. Eliminate Customer Friction. Calculating the Value of Customer Retention Using Customer Lifetime Value (CLV).

Customer Retention 195

Customer Retention Telecommunications Customer Journey Mapping Automotive 195

Method:CRM

JULY 11, 2022

Always strive to make great products or services so customers come back. Find the sweet spot so you don’t turn away customers or lose profits. Loyalty programs: Customers love to be appreciated. Implementing loyalty programs like stamps or discounts can boost the likelihood of customers coming back.

Customer Experience 92

Customer Experience Customer Journey Mapping Loyalty Programs Omnichannel 92

Experience Investigators by 360Connext

AUGUST 23, 2018

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.

Touchpoint 110

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 110

Oracle

FEBRUARY 14, 2020

Membership in a loyalty program is a great way to connect experiences across channels and incentivize consumers to self-identify at every interaction. Expert tip: Incentivize consumers to identify as members of your loyalty program through member-only rewards, bonus points, or exclusive merchandise. Use the data asset.

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Loyalty Brands Loyalty Programs Customer Journey Mapping 79

Experience Investigators by 360Connext

JULY 2, 2019

Here are a few ideas to get you thinking of ways to include your customers in ways that will serve both them and your organization. Co-Create Your Customer Journey Map. It’s amazing we have to say this, but customers are often not included in customer journey mapping.

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Customer Journey Mapping Social Media Fashion Customer Journey 110

Pointillist

MAY 23, 2018

Journey mapping is the most widely practiced form of journey analytics and is a technique that has grown in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT.

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Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.

E Commerce 75

E Commerce Article 2024 Loyalty Programs 75

Lumoa

FEBRUARY 9, 2023

Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service. In the context of customer experience, customer engagement is an essential element in creating strong customer relationships and customer loyalty.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Bold360

MAY 5, 2020

Number one, customer journey maps. Get your group together immediately and do an updated quarterly customer journey map. Ask yourselves: How do customers become aware of us? And then from there, it’s thinking about the customer experience after the sale is made. If not, now is the time.).

Customer Journey Mapping 87

Customer Journey Mapping Customer Journey Loyalty Programs Roadmap 87

InMoment XI

OCTOBER 8, 2024

By removing the things that are causing your customers to leave, you will give them more of a reason to stay, which will improve customer experience. Reward Loyal Customers Implement a customer loyalty or rewards program that acknowledges and incentivizes repeat business.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Lumoa

FEBRUARY 2, 2023

5 Strategies to Improve Customer Experience in Your Store Understand Your Customers Create a Consistent Customer Journey Modernize Your Technology Measure Customer Satisfaction Implement a Loyalty Program The Future of Customer Experience in Retail Wrapping It Up What is Customer Experience and Why Is it Important?

Retail 88

Retail Net Promoter Score Customer Experience Loyalty Programs 88

ShepHyken

JULY 4, 2022

It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. The most successful relationships in business are when your customers view you as a partner versus a vendor.

Article 75

Article 2022 Customer Service Loyalty Programs 75

ClearAction

MAY 28, 2015

Brands will be pushing harder on the customer experience manager to show business results. They’ll try to do this through more surveys, customer journey maps, social media, content marketing, customer engagement events and campaigns, and loyalty programs.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

delighted

JULY 13, 2022

When customers are loyal, they tend to keep spending money with your business because they not only trust your product or service, but they also feel like they’re getting value from the transaction. Happy customers will champion your brand. Show your long-term customers what they mean to you. Create a customer journey map.

Loyalty 88

Loyalty Measurement Net Promoter Score Customer Retention 88

ClearAction

JANUARY 28, 2015

Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one.

ROI 89

ROI Customer Experience Management Customer Experience Management 89

Method:CRM

JULY 11, 2022

Always strive to make great products or services so customers come back. Find the sweet spot so you don’t turn away customers or lose profits. Loyalty programs: Customers love to be appreciated. Implementing loyalty programs like stamps or discounts can boost the likelihood of customers coming back.

Customer Experience 52

Customer Experience Customer Journey Mapping Loyalty Programs Omnichannel 52

ClearAction

DECEMBER 31, 2017

Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth.

Customer Experience 79

Customer Experience Customer Journey Mapping Net Promoter Score Definition 79

Ann Michaels and Associates

JULY 26, 2024

Improve Product and Service Quality: Continuously innovate and improve your products and services to meet customer expectations. Streamline Customer Journeys: Map out the customer journey to identify and remove any friction points. Perform quality assurance checks and address any issues promptly.

Loyalty 52

Loyalty Net Promoter Score Social Media Customer Journey Mapping 52

CSM Magazine

JULY 13, 2022

After all, real customers begin with real emails, and the use of email validation is the most efficient way to guarantee the collection of high-quality data. Customer loyalty programs. Running a customer loyalty program offers you numerous touch points over an extended time. Community management.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

Totango

AUGUST 11, 2022

Implement Loyalty and Referral Programs. Letting customers know you value them promotes better relationships. Two ways to do this are through loyalty and referral programs. Loyalty programs show customers you appreciate their business, while referral programs let them know you value their support.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 113

Customer Bliss

JANUARY 18, 2018

During this implementation process, they were able to define 3 primary journeys and their business impact: Retain new customers and look at the challenges faced here. Launch a loyalty program – Recognize their purchase behavior and automatically reward them for it.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

ChurnZero

APRIL 10, 2020

So, when it comes time to transfer knowledge and customers between teams, they’re handled with confidence and care. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. By understanding your customer’s journey, you can better deliver on their expectations.

Customer Success 61

Customer Success Customer Journey Mapping Loyalty Programs Reference 61

SurveySparrow

JULY 4, 2023

The answer lies in understanding and optimizing the customer experience journey. From understanding the difference between customer journey maps and experience maps to uncovering the key stages and best practices, this blog will equip you with the knowledge and insights you need to revolutionize your business.

Customer Journey Mapping 52

Customer Journey Mapping Customer Experience Touchpoint Loyalty 52

Clicktools

JULY 25, 2017

I love the loyalty program. That’s why a commitment to the customer needs to be part of every employee’s job duty. Establish clear and direct ways to honor their loyalty—not just through points and coupons, but by tagging their customer profiles so customer support teams can proactively acknowledge their tenure.

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Loyalty Feedback Loyalty Programs Social Media 53

ReviewTrackers

MAY 8, 2017

Session topics include the state of the Internet of Things, CX ROI, data analytics and personalization, customer and employee adoption, virtual and augmented reality, and customer loyalty programs. You’ll also like: “ 10 Customer Experience Quotes to Inspire Your Entire Organization ”.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Totango

JUNE 4, 2021

Here are seven great customer engagement ideas you can easily put into practice. We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs.

Customer Engagement 63

Customer Engagement Engagement B2C Customer Journey Mapping 63

Currency Alliance

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

ClearAction

AUGUST 21, 2016

Brands will be pushing harder on the customer experience manager to show business results. They’ll try to do this through more surveys, customer journey maps, social media, content marketing, customer engagement events and campaigns, and loyalty programs.

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Brands Customer Experience Social Media 2008 54