Results for : customer journey

How do customer touchpoints drive marketing strategies in a competitive environment?

What is a customer touchpoint? Imagine this—you leave by car from your home in Boca Raton. Your destination? A hotel in Miami 50 miles away. You stop off at two service stations along the way for gas and refreshments. Once in the city, you visit the zoo, the beach, attend…

What is a customer experience program, and why is customer feedback tied to it so closely?

Sales enablement and marketing experts agree on one thing - aiming for flawless customer experience (CX) is the holy grail for every business. It's also the ultimate ROI remedy. A CX program conjures up all kinds of thoughts, so to make it practical, let's confine it to tried-and-tested tactics and…

What is Customer Journey Mapping?

Customer journey mapping is the marketing activity that visually represents the customer or prospect experience, touchpoint by touchpoint, toward a buying action and beyond. The customer journey map becomes a blueprint for marketers to review customers' movements from start to finish, as they move in and out of online company…

Digital Customer Experience Management – The Latest Sales Enablement Function

If anything is trending more than customer experience today, it's all things digital. It's no surprise, then, that digitial customer experience management generates plenty of attention. From CX to DXM, you can be forgiven for missing out on one or two acronyms -- but you can't miss the benefits of…

Customer Lifetime Value (CLV) – A Key Metric in the Pursuit of Customer Service Feedback

What is the lifetime value of a customer? Marketing executives in businesses all over the USA are concentrating on getting the most out of customer lifetime value. It's another way of saying they're trying to derive the highest customer net profit over the entire time that the customer remains committed…

Improving B2B Customer Experience with Customer Journey Mapping

What is the Customer Experience in B2B markets and companies? B2B challenges frequently make the B2C obstacles look like a cakewalk. They are, indeed, unique in light of the demands coming at the HR, marketing, sales, customer support, and production departments from all sides. Therefore, the latest B2B customer experience…

Why Customer Service Experience and Total Customer Experience (CX) work together in a competitive environment

Let's get a common misunderstanding in this conversation out of the way. The Customer Service Experience is a primary subset of Customer Experience but is not the whole deal. CX covers a range of activities that extend beyond the topic of Customer Service. We often equate the two because, in…

The Impact of Branding: You’d Better Recognize

Any conversation about customer experience (CX) must include a discussion of brand power and where it can lead. How important is branding? Brand power energizes CX by creating positive recognition for a product or service, a pillar that, in turn, supports the marketing company's revenue and ROI. The common thread…

AI and CX in 2020 and Beyond

Artificial Intelligence (AI), sometimes referred to as machine-learning, has impacted the omnichannel customer experience in a big way as we enter 2020. Microsoft predicts that in the next five years, AI will create technologies that tie into around ninety-five percent of all CX interactions. However you want to look at…

Top 5 Missed Opportunities in the CX Journey

In today's market, customer experience is the great differentiator. The more personalized the customer’s journey with your brand or product, the better chance you have to form a lasting relationship with your customer.   Businesses are fully aware of how valuable their customers are to the overall success of their…

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