Customer journey mapping is perhaps the clearest way to discover what your customers want and how you can make them happy. But creating this type of visual depiction is not always easy. It requires a wealth of data and keen intuition to truly get inside your customers’ heads.
So if you’ve decided to start customer journey mapping, you’ve probably started asking a few questions. Where’s the starting point? How do I know where my customer will go next? Who is this customer, anyway? All good questions, and thankfully, there are a few specific plot points that will form the frame of any good customer journey map. Read More >
You can have it cheap, fast or good. Pick two.
Not many companies give such an honest assessment of their ability, but this common phrase is true across the board. Rarely, if ever, do you get the luxury of getting all three from any product or service. Read More >
As a utility provider, you’ve kept the power on, you bill fairly and your technicians respond in a timely manner. That’s a great way to boost CX for utilities. But in today’s experience-driven world, it may not be enough to satisfy your customers.
Like all industries, customer expectations of utility providers have changed dramatically in the last decade. People aren’t just looking for the best product or service at the best price anymore. Instead, they want customer experiences (CX) to remember and brands that remember them.
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By now, you’ve heard that millennials are paying more for experiences and that customer experience will be the driving factor for the majority of businesses in the next few years. But does that hold true for healthcare, too?
In recent years, patients often elect to receive healthcare through mobile apps, outpatient treatment and clinics instead of hospitals, according to Modern Healthcare. That’s driven heavily by cost and changes to insurance, but it opens the door to a larger shift. Read More >
Exceptional customer experiences don’t just happen. They don’t happen when someone finds their favorite movie on cable or gets a good deal on a blender. Those moments excite us, sure. But they’re just touch points in the relationship.
Real customer experience is not defined by a single moment. It’s made up of the person’s view of the total sum of interactions with a brand. The good, the bad and the utterly forgettable.
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By Jarrett Schmidt, Senior Vice President of Sales
Create great customer experiences. For an ever-growing number of businesses, that’s the golden goal — the El Dorado of customer care.
But as new theories, technologies and market demands continue to sprout, business owners and leaders can soon find themselves enclosed by thick vegetation. Soon, the once-clear path has fallen out of sight. Read More >
By David Orwick, Product Development Manager
As competition rises in every industry, customers choose brands more often based on their experience with a company. Consumers want to know that a business truly cares about them and can deliver a personalized experience.
For an organization with millions of customers, that may sound impossible, but with a little strategy and one helpful piece of technology, any business can create a single customer view to deliver personalized experiences for each and every customer. Read More >
By Bruce Pollock, Vice President of Strategic Growth Planning
Every year, the Customer Experience Professional Association hosts CX Day, in which thousands of consumers and CX professionals honor customer experience achievements through online posts, company celebrations and local networking events across the world.
CX software and service vendors gleefully spread the festive spirit across their websites, social media and to their prospects’ email inboxes. Industry bloggers and other CX aficionados don’t dare miss the opportunity to offer key dos and don’ts. And in hallways, boardrooms, and home offices afar, CX professionals leverage the day to promote their plans and successes to date and buck for new budget dollars for their cause.
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By Mike Snyder, Director of Sales and Pharmacy Experience Strategist
Top companies across all industries have almost universally embraced the importance of making differentiated customer experiences (CX), yet the pharmacy experience still trails behind. The good news is that’s starting to change. Read More >
By Julie Wajda, Product Development Manager
So you’ve decided to move your contact center to the cloud. Great decision! But there are a few more choices to make, including which solution is right for you: SaaS or managed services. Read More >