The only way you’ll ever be able to identify and address customer experience (CX) gaps is by mapping out critical customer journeys to see what works and what doesn’t from the customer’s point of view. To do this, you need to take a close look at very specific customer/company interactions, starting with the ones that most directly impact your business objectives and/or potentially contribute to customer experience gaps that lead to customer attrition.
Topdown, a leading customer communications management (CCM) software provider, presents a handy new infographic to help you and your organization prepare for changes in customer experience (CX) processes that are coming in the next 12 to 18 months: “Managing Customer Communications across the Entire Customer Journey.”
We've discussed the customer life cycle quite a bit, referring to the entirety of a customer's relationship with your company, from discovering your brand to purchasing a product or service, to using the product or service, to sharing about the experience and beyond. You should always be aware of that overall life cycle, along with all the people, processes and technologies that service customers at each touchpoint along the way.
#ICYMI - Topdown sponsored a free webinar on June 9, 2015, “Managing Customer Communications across the Entire Customer Journey,” featuring Forrester analysts Craig Le Clair and Ted Schadler, along with Topdown’s Director of Marketing, John Zimmerer. Learn what marketing, IT and line-of-business leaders can do today to improve your most critical customer journeys and increase customer lifetime value.
Rockville, Md., May 28, 2015 —Topdown®, the leading provider of customer correspondence and document automation software, announced today the company will host a free webinar on June 9, 2015 at 2pm Eastern (11am Pacific), featuring Craig Le Clair and Ted Schadler, leading analysts from Forrester Research, Inc. serving enterprise architecture and application development and delivery professionals.
In order to deliver exceptional customer experience (CX), you have to be able to look at things from a customer’s point of view. This helps you anticipate, meet and exceed their needs and expectations. To do this, imagine that you are one of your own customers and walk through a typical customer journey with your brand, pausing to examine and evaluate each touchpoint along the way. Periodically ask yourself if you would continue to do business with your company if you were one of its customers.