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.
Customer Journey
Tie your measurement plan to the customer journey
Creating a measurement plan tied to the customer journey improves customer experience and staff workflow. And better analytics insights!
What does your customer journey map do for you?
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.
Customer Satisfaction data gathering rules of thumb
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.
Customer journey mapping or revenue funnel optimization?
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.