Understanding Your Customer Journey Solves Problems Before They Arise
We are going to start with a typical scenario today. You receive negative feedback from customers complaining about your delayed delivery service. For businesses, negative feedback is a necessary evil and won’t have damaging consequences if a genuine attempt is taken to rectify them. Usually, you will try to resolve this kind of issue by […]
How to Identify Action Points from Customer Feedback?
Customer feedback is one of the best resources for a business to fine-tune its Customer Experience (CX) program as it directly projects what customers expect from your brand. You get to identify what’s bad, fascinating, and lacking about your business accurately as opposed to hypothesizing them. Therefore, gathering customer feedback is vital for a business […]
Identifying Your Customer Touchpoints
In our previous post, we addressed the importance of mapping out the customer journey(s) of your business in order to understand your customers and what affects their overall perception of your business. Touchpoints are the most integral aspect of any buying journey and they determine the quality of the customer experience you deliver. If businesses […]
What Is Customer Journey Mapping and How to Do It?
If businesses want to provide a stellar customer experience, they have to understand the customer journey of their clients first. Jaakko Männistö, in his book “The Journey – How to create the happiest customers in the world,” defines customer journey as a complete experience that encompasses all customer interactions that take place from the first […]