Don't miss a thing. Hear directly from leading brands and marketing technology platforms about the challenges and opportunities facing marketers today, from AI to building customer lifetime value as well as business value. The Agile Brand™ features executives and thought leaders from top brands and platforms discussing the trends driving the industry forward, like first-party data strategies, artificial intelligence, consumer data privacy, omnichannel customer experience, and more. The Agile ...
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Вміст надано Marketing Deep Dives by Denyse and Denyse Drummond-Dunn. Весь вміст подкастів, включаючи епізоди, графіку та описи подкастів, завантажується та надається безпосередньо компанією Marketing Deep Dives by Denyse and Denyse Drummond-Dunn або його партнером по платформі подкастів. Якщо ви вважаєте, що хтось використовує ваш захищений авторським правом твір без вашого дозволу, ви можете виконати процедуру, описану тут https://uk.player.fm/legal.
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Customer Journey Mapping Failures
Manage episode 454436102 series 1270428
Вміст надано Marketing Deep Dives by Denyse and Denyse Drummond-Dunn. Весь вміст подкастів, включаючи епізоди, графіку та описи подкастів, завантажується та надається безпосередньо компанією Marketing Deep Dives by Denyse and Denyse Drummond-Dunn або його партнером по платформі подкастів. Якщо ви вважаєте, що хтось використовує ваш захищений авторським правом твір без вашого дозволу, ви можете виконати процедуру, описану тут https://uk.player.fm/legal.
This episode recounts Denyse's negative customer experience with the Hilton hotel group, illustrating failures in their customer journey mapping. Three key lessons are developed out of this experience: 1. The need to integrate all customer touchpoints 2. The importance of adequately addressing and resolving mistakes 3. Follow-up is necessary to ensure customer satisfaction. In conclusion, Denyse proposes two additional improvements to customer journey mapping: 1. Incorporating customer emotions at each interaction 2. Personally experiencing the customer journey as a buyer This discussion focuses on improving customer service and satisfaction by optimising customer journey mapping strategies.
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85 епізодів
Поширити
Manage episode 454436102 series 1270428
Вміст надано Marketing Deep Dives by Denyse and Denyse Drummond-Dunn. Весь вміст подкастів, включаючи епізоди, графіку та описи подкастів, завантажується та надається безпосередньо компанією Marketing Deep Dives by Denyse and Denyse Drummond-Dunn або його партнером по платформі подкастів. Якщо ви вважаєте, що хтось використовує ваш захищений авторським правом твір без вашого дозволу, ви можете виконати процедуру, описану тут https://uk.player.fm/legal.
This episode recounts Denyse's negative customer experience with the Hilton hotel group, illustrating failures in their customer journey mapping. Three key lessons are developed out of this experience: 1. The need to integrate all customer touchpoints 2. The importance of adequately addressing and resolving mistakes 3. Follow-up is necessary to ensure customer satisfaction. In conclusion, Denyse proposes two additional improvements to customer journey mapping: 1. Incorporating customer emotions at each interaction 2. Personally experiencing the customer journey as a buyer This discussion focuses on improving customer service and satisfaction by optimising customer journey mapping strategies.
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85 епізодів
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Схожі до Marketing Deep Dives by Denyse
Don't miss a thing. Hear directly from leading brands and marketing technology platforms about the challenges and opportunities facing marketers today, from AI to building customer lifetime value as well as business value. The Agile Brand™ features executives and thought leaders from top brands and platforms discussing the trends driving the industry forward, like first-party data strategies, artificial intelligence, consumer data privacy, omnichannel customer experience, and more. The Agile ...
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continue reading
A guide to the unique mindset and approach that drives Silicon Valley style disruption. Build product, raise money, and scale your startup like the best. TSP hosts Chris Saad and Yaniv Bernstein share practical advice based on decades of experience at Google, Uber, and their own startups.
…
continue reading
Introducing The Unshakeables, a new podcast from Chase for Business and iHeartMedia's Ruby Studio. Small businesses are the heart and soul of this country, but it takes a brave individual to start and run a company of their own. From mom-and-pop coffee shops to auto-detailing garages -- no matter the type of industry you’re in, every small business owner knows that the journey is full of the unexpected. A single moment may even change the course of your business forever. Those who stand firm ...
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