How Poor Online Reputation Can Affect Customer Experience?
An online presence can be both a curse and a blessing to business. That’s the hard and bleak truth. If you pay enough attention, you can be a step ahead in watching your brand shine. Disregard it, and you will soon be gaping at your downtrodden business. In this day and age, almost every business […]
Who is Responsible for Driving Customer Experience Forward?
For a ship to sail in the right direction and reach its final destination, it needs a good captain. But that’s not enough. The support and contribution from all the other crew members are essential too. It’s a similar case with customer experience. While one single person may hold the ultimate responsibility, good customer experience […]
Free Customer Journey Map Template for Retail
Your customer’s journey is always unique from other companies, and 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. In recent years, this puzzle has become more and more complex to build, manage […]
Free Customer Journey Map Template For Ecommerce
A customer journey map is like a puzzle. For eCommerce, this puzzle can be very complex or it can be very straightforward – but the same rules apply. Every customer touchpoint you have to make up the pieces of your customer journey, building each stage bit by bit to reveal the overall picture of your […]
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 […]
5 Ways To Boost CX Using Customer Journey Maps
Customer journey mapping is a hot topic in the world of customer experience (CX). It is a powerful tool that enables companies to monitor the many customer touchpoints within their organisation, while continuously improving processes and developing a world-class customer experience. Even though it seems like a relatively new concept, the reality is that we […]
Managing Your Customer Journey With Feedbackly
This concept of the “customer journey” is probably familiar to most of you who are reading this, but it likely holds no more meaning than any other marketing buzzword that we are bombarded with on a daily basis. What many don’t realize is that the customer journey is a concept which should not be thought […]
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 […]