Why Micro-Moments Matter We’re on the Internet so often that we sometimes forget how much of an impact it has on our daily lives. We rely on our mobile devices to quickly find and access information, and consumers are increasingly reaching for their smartphones to look for and purchase online products at their convenience. The thought process […]
Author: Jennifer Kramp
For more than a decade, Jennifer has worked in customer experience-related fields with industries including agricultural equipment manufacturing, global staffing and HR, hospitality and non-profits.
Mapping Micro-Moments with Touchpoint Dashboard.
Our fast-paced digital and mobile world has dramatically transformed consumer behavior. We act on dozens of instantaneous impulses to do, learn or buy something throughout the day. Patience is low and expectations are high. The companies that do the best job of meeting our instant needs succeed. Google has done significant research on the impacts […]
Touchpoint Dashboard Partners with ENGAGEcx to Offer a End-to-End, Digital Customer Experience Management Solution
Touchpoint Dashboard, LLC (TouchpointDashboard.com), the world’s first and leading customer journey mapping platform, has joined forces with ENGAGEcx (Engage.cx), the premier omni-channel customer engagement execution platform. The two firms will leverage the complementary capabilities of their independent cloud-based systems to deliver greater value to their clients and offer the global marketplace a complete, end-to-end customer […]
A Sticky Debate… Journey Mapping with Post-It Notes. Yes or No?
There are a lot of ways to create customer journey maps, so how do you know which method is best? It can be confusing, we know! Some formats and tools may work better for you than others – it all depends on how you plan to use and share your journey map and its findings. At […]
Is Your Journey Map More Than Just A Pretty Picture?
Mapping with Touchpoint Dashboard vs. Office Tools Customer experience professionals have shared these gripes about their experiences using Excel, Visio, PowerPoint, Post-It Notes and other tools to design customer journey maps: “I’m not sure how to get started — what’s the layout supposed to look like? Maps are too hard to update and take too […]
Share for Success: Using Touchpoint Dashboard to Drive Organizational Change
Editor’s Note: Several of our clients have asked us to provide more examples of how others use Touchpoint Dashboard to support their customer experience initiatives. As a result, we’ve launched our “Share for Success” blog series. We’re pleased to share another insightful use case here. If you haven’t yet checked out our inaugural post, you’ll […]
Share for Success: Using Touchpoint Dashboard as a Communication Management Tool
Over the past month, we’ve been spending a lot of time listening to our clients. Several of you have asked if we could provide more examples of how others are using Touchpoint Dashboard in unique ways to support their customer experience initiatives. It’s a fantastic suggestion, and we’re going to start doing that here on […]
Torturous Touchpoints – What’s Lurking in Your Customer Journey?
I read something today that left me shaking my head in utter disbelief. You’ve probably heard the story, as it’s gone viral. It’s about the Comcast customer service call from hell that tech journalist Ryan Block experienced when attempting to disconnect his cable. The call was so torturous, that Block decided to record a portion […]
University of Sydney to Integrate Touchpoint Dashboard Software into Business School Curriculum
For Immediate Release WICHITA, KS., July 15, 2014 – Touchpoint Dashboard, LLC (TouchpointDasboard.com) will support the University of Sydney’s Business School curriculum by giving marketing students access to its journey mapping platform over the next year. Earlier this year, the University of Sydney Business School’s (http://sydney.edu.au/business) Dr. Rohan Miller asked Touchpoint Dashboard to support his […]
“No Soup for You” – A Lesson in Customer Experience from Seinfeld
Bad customer experiences can come back to bite you! I was reminded of this last night when I was watching Seinfeld re-runs and came across the ever-popular “Soup Nazi” episode. If you haven’t seen it, the plot centers around a tyrant owner of a soup shop. This guy makes amazing soup, and his secret recipes […]