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Inhoud geleverd door Dr. Joseph A. Michelli. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door Dr. Joseph A. Michelli of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.
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The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints

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Manage episode 446652546 series 2376179
Inhoud geleverd door Dr. Joseph A. Michelli. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door Dr. Joseph A. Michelli of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.

In this episode, Dr. Michelli explores the nuanced insights from a pivotal Harvard Business Review article on customer experience management. He discusses how traditional transactional touchpoints may not fully capture the essence of customer engagement and can sometimes mislead businesses about their performance.

The article highlights that organizations focusing on the entire customer journey, rather than isolated interactions, achieve enhanced customer satisfaction, reduced churn, and increased revenues. This comprehensive approach also fosters better collaboration across company departments, enhancing employee satisfaction and operational efficiency.

Dr. Michelli unpacks the difference between touchpoint satisfaction and overall journey satisfaction, stressing that successful individual interactions do not necessarily equate to lasting loyalty or emotional engagement. He shares strategies for businesses to measure and improve their entire customer journey, emphasizing the importance of creating emotional connections and refining processes continuously to meet evolving customer needs.

Listeners are encouraged to reflect on how well they manage their customer journeys and whether they prioritize holistic experiences over fragmented successes.

Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

  continue reading

572 afleveringen

Artwork
iconDelen
 
Manage episode 446652546 series 2376179
Inhoud geleverd door Dr. Joseph A. Michelli. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door Dr. Joseph A. Michelli of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.

In this episode, Dr. Michelli explores the nuanced insights from a pivotal Harvard Business Review article on customer experience management. He discusses how traditional transactional touchpoints may not fully capture the essence of customer engagement and can sometimes mislead businesses about their performance.

The article highlights that organizations focusing on the entire customer journey, rather than isolated interactions, achieve enhanced customer satisfaction, reduced churn, and increased revenues. This comprehensive approach also fosters better collaboration across company departments, enhancing employee satisfaction and operational efficiency.

Dr. Michelli unpacks the difference between touchpoint satisfaction and overall journey satisfaction, stressing that successful individual interactions do not necessarily equate to lasting loyalty or emotional engagement. He shares strategies for businesses to measure and improve their entire customer journey, emphasizing the importance of creating emotional connections and refining processes continuously to meet evolving customer needs.

Listeners are encouraged to reflect on how well they manage their customer journeys and whether they prioritize holistic experiences over fragmented successes.

Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

  continue reading

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