Posts about touchpoint-mapping

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Sean McDade, PhD | Sep 12, 2019

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve ...

Reading time: 6 min
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Customer Experience Measurement, Touchpoint Mapping, Listen or Die
Sean McDade, PhD | Aug 31, 2018

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too ...

Reading time: 4 min
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Customer Experience, Touchpoint Mapping, Listen or Die, Customer Service
Sean McDade, PhD | Mar 26, 2018

#CXSecrets: Collecting Feedback IS a Touchpoint

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, ...

Reading time: 6 min
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CX Secrets, Customer Journey, Touchpoint Mapping