Ecommerce Customer Journey: What and how
The Ecommerce Customer Journey encompasses all of the different touchpoints where a customer interacts with a company, product or branding online. These touchpoints include marketing, user interfaces, payment, delivery and the quality of the product itself. By understanding your customer’s journey fully it gives online retailers the opportunity to adapt to customer trends and develop […]
What Is A Customer Journey Map? (Free Downloadable Template)
A customer journey map is an essential tool that affords companies the opportunity to understand the state of their organization’s customer experience by outlining points at which their customers interact with their brand. By creating a detailed map of customer interactions and touchpoints with an organization, customer feedback can be compiled at each stage and relevant […]
How Feedback Can Reduce The Customer Service Gap
What Is The Customer Service Gap? The customer service gap, and in particular the customer expectation management gap (outlined by Parasuraman et al, 1985) is a model that encourages companies to address the difference between their customers’ expectations and management’s perception of the quality of customer service. Example: Two surveys are sent out at the same […]
Turn Angry Customers Into Loyal Customers
Angry customers can be loyal customers too… Well, not if they stay angry. Just because a customer is irate or frustrated with your company right now doesn’t mean that they will not be a loyal customer in the future. We’ve all been there; Your phone mysteriously stops working when you need it the most, so […]
FREE eBook: The Ultimate Customer Experience Cheat Sheet
A compilation of tips and tricks for anyone who aspires to be at the cutting edge of customer experience management
A Day In The Life Of Feedbackly’s Sales Team
What do sales teams do on a daily basis? That’s exactly what Elina Long, student at Haaga-Helia University of Applied Sciences, wanted to know. Elina joined us at our Helsinki office to ask questions, shadow our sales team and gain insights into the inner workings of a functioning sales and marketing team. With a positive […]
FREE eBook: Feedbackly’s Customer Journey University
A Crash Course Guide In Customer Journey Strategy Everything you need in one beautifully designed eBook.
A Robot At The Doctors Office?
Feedbackly and the City of Helsinki have teamed up to bring the next generation of customer experience services to the Finnish healthcare system. The city’s brand new, state of the art Health and Well-Being center in Kalasatama, Helsinki is the first site to integrate Feedbackly’s customer feedback software into Softbank Robotics’ flagship humanoid robot, Pepper.
Customer Journey Map – Download our free template
A customer journey map is like a puzzle. Every touchpoint slots into your customer journey, building each stage bit by bit to reveal the overall picture of your organization’s customer experience. With so many touchpoints across multiple online and offline platforms, the puzzle has become far more complex in recent years. This has even made […]