The truth is, everyone wants an amazing experience and, while B2B companies lag in delivering this, there is a great opportunity for businesses who invest in developing high-impact customer experience programs.
4 Steps to Designing a Listening Architecture
To get a deep understanding of customer needs and expectations, a robust and meaningful Voice of the Customer (VoC) program needs to be in place to collect the insights needed to drive CX strategy. But, just as a builder wouldn’t build a home without a blueprint, you shouldn’t build a VoC system without a plan.
Getting the Most out of Customer Journey Maps
A roadmap is only beneficial if it helps you get to where you want to go. If streets are omitted or mismarked, the map impedes your ability to reach your destination. In essence, it loses its value. The same principles apply to a customer journey map.
Is your journey map all process and no emotion?
Without enough outside perspective journey maps can easily become nothing more than process maps that document steps with little emotional insight into customer pain points, frustrations, gaps in service or moments of truth.
Put the customer in your customer journey map
Mapping the customer journey is not complete—or valuable—without the customer. It’s true that journey maps are the product of internal, cross-functional teams joining together to think and act like customers, but all too often companies stop short of validating their journey map with actual customer input.
Customer Experience: What It Looks Like When It Works
Customer experience has come of age. It is now commonly accepted as a key differentiator right alongside product innovation, service and price. A lot has been written on the challenges and failures of CX. In this post, we focus on where CX works best with a goal of sharing a couple ideas that we can all use.