A customer journey map is like a puzzle. Every touchpoint slots into your customer journey, building each stage bit by bit to reveal the overall picture of your organization’s customer experience. With so many touchpoints across multiple online and offline platforms, the puzzle has become far more complex in recent years, making it increasingly more difficult to know exactly what pieces you need.
That’s why created this easy to follow customer journey map template.
This template will allow you to keep track of your customer journey by laying out each step in one place. You can enter customer activity, goals, touchpoints, feedback, etc. for each step of the customer journey.
Try using this template in conjunction with Feedbackly to see exactly how your customer feedback effects performance and vice versa.
Improving customer experience is fast becoming one of the most important strategies for businesses. In fact, Gartner reported that:
“By 2018, more than 50% of organizations will implement significant business model changes in their efforts to improve customer experience”
Most CEOs now agree that improving customer experience is vital to their company’s success, but often forget that their employees are the key ingredient to making those improvements. Customer experience strategies require a far wider variety of process changes than most CEOs generally consider, leaving a chinks in the armor of their organization.
One such process, which is often omitted from customer experience models, is the “employee experience”. In this blog post we will explain how employee experience can boost your CX plan, and highlight how feedback can be used to strengthen your strategies.
“Would I like to win a new iPhone? Of course I would”
Is there any other answer to this question really? When it comes to generating leads and gathering valuable contact details from customers and prospects, there are very few more effective methods than creating an irresistible incentive like a new piece of tech.
That’s why we created the Feedbackly iPhone Competition. We wanted to create a strong enough incentive for customers to leave unbiased feedback so that our users get the most amount of feedback possible, while gathering valuable marketing and sales leads at the same time.
And the best part? You don´t actually have to worry about buying iPhones to give away, we’ve got you covered. We draw the name at random and contact them directly to let them know that they have won the prize!
Feedbackly is an all-in-one customer feedback tool designed to auto-measure your entire customer journey and is the only multichannel feedback platform with in-built sales and marketing tools.
We believe that listening to customers should be the norm in every organization – And what’s more, it should be easy. So in the spirit of making things simple, we created this video tutorial series to quickly take you through each step of creating and optimizing your Feedbackly account and to help you to become an industry leading customer experience expert.
The Feedbackly kiosk is a sophisticated iPad based device that is currently being used in over 300 customer locations, collecting valuable customer feedback data for leading customer-centric businesses all over the world. With features like customer satisfaction surveys, open ended response capabilities and a unique ‘upsell’ iPhone competition, the Feedbackly kiosk is truly one of a kind.
Once you have a Feedbackly Kiosk installed in your store, the next step is to learn how optimize your station and get the most out of the service. It is not only important to understand the key features but to also pay particular attention to the location of your device within your store or service area. Carefully picking the location for your device is a great way to receive even higher levels of customer feedback and grow your overall customer experience.
At Feedbackly we strongly believe that to be the best in your industry, you must consistently listen to your customers and make changes to suit their needs. Only your customers know exactly how they feel about your company and can provide the best insights into how your product could change their lives, steering you towards the ultimate goal of achieving strong customer advocacy and loyalty. This is where Feedbackly shines above the rest.
A top-quality, personalized service generally leads to great customer experience, which in turn makes it far more likely for your customers to recommend you to a friend. What better way to reach new customers than to have your own customers do it for you. And so with that in mind we decided to share our own NPS (Net Promoter Score) from the last 6 months to show what our customers think of Feedbackly, and to outline how their voice has shaped our company.
In short, NPS is a standardized way of measuring how likely your customers are to recommend your company to a friend or colleague. This is a good indicator of customer satisfaction and can be easily compared across industries. (For more details on NPS, check out our previous blog post HERE)
2017 has drawn to a close, a brand new year is upon us and so it’s about time we started to look forward to the exciting new possibilities for Customer Experience trends for 2018. We will take a look at what is most likely to happen with CX measurement over the coming months and give some insights into how they will shape the world of customer experience.
Firstly, lets start by saying that there will likely not be any HUGE changes to last year’s trends but rather we will see old trends becoming even stronger. 2018 will see the overall rise in popularity of customer experience, with a particular focus on personalization, multichannel and the customer journey. The growth of customer experience globally this year will be heavily reliant on C-level awareness, which means that top-level executives and company leaders will be placing a much stronger focus on increasing the customer experience and monetizing their customer journey.
Feedbackly offers a truly a worldwide service for our customers. After launching our subscription service last year, we are very proud to have customers in 500 cities around the world. One thing which has allowed us to be so successful internationally is the fact that Feedbackly supports the use of nearly 60 different languages. While we won’t gloat for too long (that would be contrary to our Finnish culture), we are immensely proud of our team and we welcome all new and soon to be new users of Feedbackly to be part of our family! See all of the cities in which Feedbackly users are located below: Continue reading “Feedbackly is proud to have customers in 500 cities worldwide”
You asked for it, so we made it! It’s as simple as that. Many of our users have been requesting a way to directly communicate with their customers without leaving the Feedbackly dashboard. You can now send SMS messages or emails to your customers quickly and easily with the feedback inbox!
Assign feedback to specific user groups, and mark issues as processed to keep track of your customer support efforts. All while collecting crucial data necessary to improve your overall customer experience. Not only can the feedback inbox help you retain customers in the short term by fixing urgent acute issues, it will also help you retain customers in the long term by enabling you to provide a consistently positive customer experience. Continue reading “Introducing the Feedback Inbox”
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