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Customer Journey
45 posts
Customer Touchpoint vs. Customer Journey
Focusing on journeys rather than touchpoints demands a cultural shift from your business. It involves putting customers’ requirements and preferences first.
The Emotional Anatomy of Customer Experience
If emotions are that important to the customer experience, then certainly you must be measuring them, right? Ready…
Digital Transformation doesn’t have to be a Painful Journey
The journey toward digital transformation and a more data mature company is continuous.
Customer Journey Mapping 3.0
Traditional journey maps, designed qualitatively in a workshop and then immortalized on the boardroom wall, are unfortunately often conceptual at best.
Why Customer Journey Friction Is the Enemy
By Carlton Retland Winning brands take the time to understand the customer journey so that they can cater…
The 4 Reasons Your Journey Maps Are Failing You
How leading businesses are turning from the customer journey map to the customer.
How to Calculate and Reduce Churn Rate
The idea that retention is important may seem like a basic concept, but focusing on churn reduction is the best way to utilize resources for many companies.
Harnessing Social Commerce: The Wild West of E-Commerce
Social shopping journeys haven’t benefited from the 30 years of optimization, and this is evident in what consumers experience.
Is Value Realization the Secret to Customer Lifetime Loyalty?
What is value realization, and how can it help you create more loyal customers?
It’s Not the Metrics, But the Customer Story That Counts
There is ample debate as to which approach to understanding your customer is "best". But there can be no doubt that analyzing and understanding the customer journey is one of them.
How Can Subscription Business Models Help to Generate More Revenue and Reduce Churn?
Ray Bak, Head of Commercial Partnerships at Worldline, describes how subscription business models and improved billing operations can reduce churn and increase the monthly recurring revenue (MRR) in the fast-growing world of subscription services.
Experience Design: STOP….and Think Like A Customer
Customer expectations are continuously changing and evolving – you need to keep up. Only by delivering relevant, seamless customer experiences will you prevent your customers from looking elsewhere.
Finding Opportunity in Delivering Empathy at Scale
We sat down with Jeff Nicholson to discuss some of Pega’s recent findings and to explore the opportunities…
Learning from Ten Billion Customer Journey Data Points
CSG recently released their 2022 State of the Customer Journey Report and we’ve covered it, we’ve published it,…
How First Party Data Enables Better Customer Journeys
Customers’ expectations have never been higher, and outdated campaign tactics, broad-based segments, and scripted journeys no longer work.
What the Modern Consumer Journey Looks Like
The evolution of the consumer journey reflects the world's changes in recent years. While it looks different today, it doesn't have to be daunting to brands and retailers.
What the Modern Consumer Journey Looks Like
The evolution of the consumer journey reflects the world's changes in recent years. While it looks different today, it doesn't have to be daunting to brands and retailers.
Customer Journey Planning with Cultural Perspective
Ethically and sustainably leveraging data to understand cultural differences is not only paramount to human-centric customer journey mapping, but it is key to marketing success in 2021 and beyond.
Why the Sales Funnel is the Cockroach of Marketing Concepts
The now ubiquitous sales funnel started out as the linear and hierarchical ‘AIDA’ model (Attention, Interest, Desire, Action) which first gained traction in the personal, door-to-door sales era of the late 19th century as a way to teach salespeople how to push buyers towards a sale in a single conversation.
Building a Marketing Tech Stack for Product-Led Growth
Your product usage data is worth its weight in gold, and the MarTech space has evolved over the past few years to equip you to build a system to extract, refine, and act upon this data.
Building Customer Engagement Beyond the Conversion
Leveraging rich data sources that allow your customers to express their preferences, rather than implied preferences through behavioral data or similar, will generate richer data sets to glean more reliable insight.
Journey Mapping to Know Your Customers’ Challenges
To design an effective journey map, you have to be aware of some potential pitfalls.
The State of the Customer Journey: Mark Smith, CEO of Kitewheel
Kitewheel's recent report, The State of the Customer Journey, 2021, is based on an analysis of more than a billion data points from the past year.
What Sets CX Leaders Apart: Steve Offsey of Pointillist
On the heels of their recent report, "State of Customer Journey Management and CX Measurement" Steve Offsey, VP Marketing at Pointillist, recently sat down with TheCustomer to talk about their insights, what sets CX leaders apart, and how high-performing organizations are managing complex CX undertakings.
Customer Service Experience Metrics that are Better Than NPS
The broad language used in the NPS metric captures customers’ intent based on their evaluation of more than just customer service.
Why Customer Journey Mapping Should Start with Your Sales Team
Many companies have undergone a customer experience or customer journey mapping process and, ideally, are continuously updating and revising their maps. It doesn’t automatically follow that your Sales team participated; you may not even know your company has such a map, but it’s worth your while to find out.
The Customer Journey – Yes It’s Changed
As we accelerate into digital, customers essentially design their own customer journeys, as there are almost an infinite number of ways they can interact.
What Customers Want Most From Brands Today
We all know that customer expectations are at an all-time high and that the pandemic has forever changed the way consumers interact with brands.
The Pandemic is Not Driving Digital Transformation
All the discussions about the increase in digital transformation are a result of companies reacting to the demands of your customer.
Welcome to the Era of Customer-Led Growth.
Customer-led growth is all about “looking to your customers first to figure out what growth levers you should use."
How to Advance from Personalization to Customer Journey Orchestration
The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience.
It’s the Journey That Matters: Improving CX and Loyalty
Over 70% of CX leaders surveyed struggle to design projects that increase customer loyalty and achieve results.
REPORT: Retailers Need to Rethink Customer Journey
Even before the pandemic, according to a recent report from PwC Canada, retailers will have to tailor their customer journey strategies to Gen Z consumers
Customer Journey Maps – What They Are and How to Build One
A customer journey maps help designers and other stakeholders empathize with the needs of their customers, triangulate pain points that their users experience, and identify opportunities for improvement and innovation.
How Bloated AdTech is Affecting Your Customer Experience
How much "stuff" in your customer journey could be optimized or even removed in order to foster engagement and improve the customer experience?
CX Strategy: When Eating the Elephant, Don’t Boil the Ocean
Jim Tincher's piece on CX strategy does a great job addressing the realities of a complex process while keeping things very human and very real.
How to Use Customer Behavior Data to Drive Revenue
How Amazon, Netflix & Google leverage customer behavior data and analytics to drive customer acquisition, retention & growth.
Why Big and Small Data are Key to Improving Customer Experience
Nearly three-quarters of the survey participants across the globe indicated that their company has a customer experience strategy in place. However, only a fifth claim the strategy is working well. What’s going on?
The U.S. Retailer Path to Winning Brick & Mortar: Nielsen
Fresh is the last stronghold for brick-and-mortar retailers. Retailers that want to win across the store need to focus on fresh.
Digital Transformation Should Start With Customers
If established companies are pursuing digital transformation in order to repel new tech-intensive entrants, their digital innovations need to be focused on applications that are visible and beneficial to customers.
The Magic of Organizing around Customer Journeys – and How to do it
Digital and Mobile might be your new channels for delivering your services, but they are not customer journeys. It is probably time for you to move your digital and mobile experts out of their tech-silos, and into your customer journey teams.
Adobe Brings Photoshop-Inspired Functionality to Customer Journey Analysis
For brands looking at data to better understand customer journeys, very few have a full picture. Teams are…
How Automation Can Give Us Back Our Empathy
In our pursuit of faster, more immediate service, we've lost the human touch. According to a recent Forrester Research report entitled "The Missing Human Connection," that sacrifice could mean the difference between success and failure
Epic Fails of Customer Journey Marketing
The problem isn’t the CJM concept — it’s the execution. Some companies have made serious missteps with their CJM programs, but you can avoid their fate by knowing these three CJM trouble spots.
How Long is the Customer Journey?
In a survey of 158 business professionals by Arm Treasure Data, 71 percent say they believe the time…