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What are Empathy Maps? Meaning, Creation, Pros & Cons
Introduction Empathy is a key component of successful customer service, yet it can be difficult for companies to understand the needs and feelings of their customers. An empathy map is a tool that helps businesses to better understand the wants and needs of their customers by allowing them to visualize customer experiences from their customer’s…
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The Patient Journey: Meaning & How To Map It Out
Introduction The term, patient journey is similar to a customer experience journey, which refers to offering a service in a way that fixes the customer’s pain points, with a focus on ensuring a positive experience, across all touch points through which a customer interacts with your brand. The focus here is to consolidate all the…
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What Is Customer Experience Optimization and How to Do It Properly
Optimizing your customer experience has a significant impact on your acquisition and retention rates. If your customers have an enjoyable experience with your company, they are more likely to purchase your product and be loyal to your brand. Regardless of how great your product is terrible customer experience is a huge dealbreaker for most customers.…
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Transactional NPS vs Relationship NPS: Which Should You Prioritize?
Introduction Net promoter score, or NPS, is a key performance indicator that measures or tracks the propensity of a customer to recommend a product or service to others. In other words, NPS measures customer satisfaction. There are two main types of NPS called Transactional NPS and Relationship NPS. Transactional NPS gathers customer feedback at various…
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Customer Journey Touchpoints: The Complete Guide
Successfully identifying customer touchpoints helps you understand customers’ perceptions of your brand. When you identify these touchpoints, you can see your company through your customers’ eyes and determine what you can do to improve their experience. Customer touchpoints start when a customer notices your brand and continue when they become interested in your brand, convert,…