Managing Your Customer Journey With Feedbackly

Managing Your Customer Journey With Feedbackly

This concept of the “customer journey” is probably familiar to most of you who are reading this, but it likely holds no more meaning than any other marketing buzzword that we are bombarded with on a daily basis. What many don’t realize is that the customer journey is a concept which should not be thought of as a singular concept, but rather should be approached the same way as a company philosophy, which is to say that all facets of your operations should be performed with the customer journey in mind. In contrast to “customer experience”, which refers to how your customers feel about their interactions with your company as a whole, the customer journey refers to the actual touchpoints which are a conduit to this overall experience. Continue reading “Managing Your Customer Journey With Feedbackly”

Customer Experience Trends In 2018

Customer Experience in 2018 Jaakko Mannisto

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.

Here are the customer experience trends for 2018!

Continue reading “Customer Experience Trends In 2018”