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Customer Journey

Touchpoint quality increases customer experience

February 8, 2022 by Lori O'Grady Filed Under: The Customer is Everything

year in review

Excellent customer experience grows by improving every touchpoint over time. Even if some touchpoints are bigger than others. Know your strengths. Listen to your customer. Act on insights. Like all great disciplines, improvement comes with consistent practice.

Tagged With: Customer Experience, Customer Journey, Digital Touchpoints

Tie your measurement plan to the customer journey

December 21, 2021 by Lori O'Grady Filed Under: Measurement

marketing digital transformation

Creating a measurement plan tied to the customer journey improves customer experience and staff workflow. And better analytics insights!

Tagged With: Analytics, Customer Journey, Metrics

What does your customer journey map do for you?

June 24, 2021 by Lori O'Grady Filed Under: The Customer is Everything

customer journey mapping

A customer journey map that is actionable and a current representation of the customer’s experience with your company is too valuable a tool to file away on a disk somewhere. How you make use of it is an indicator of the vitality of your company. Use it as a basis to continuously enhance customer experience.

Tagged With: CMO, Customer Experience, Customer Journey, Customer Satisfaction

Customer Satisfaction data gathering rules of thumb

August 12, 2020 by Lori O'Grady Filed Under: Also Published On..., Measurement

customer satisfaction

Customer satisfaction is a key indicator of the health of your business. Both an early warning system and a validation of your efforts. It can be a key guidepost all along the customer journey and demonstrate the impact that your marketing efforts are having on your business objectives.

Tagged With: Customer Journey, Customer Satisfaction, Metrics, On LinkedIn, On Medium, Salesforce.com

Customer journey mapping or revenue funnel optimization?

July 23, 2020 by Lori O'Grady Filed Under: Also Published On..., The Customer is Everything

customer journey mapping

Customer journey mapping or funnel optimization? They are different perspectives of the same thing. One is the the view from the customer’s perspective. One is our gated internal process. We need both in our business.

Tagged With: Customer Experience, Customer Journey, Funnel Optimization, On LinkedIn, On Medium, Revenue Analytics

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