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内容由Dr. Joseph A. Michelli提供。所有播客内容(包括剧集、图形和播客描述)均由 Dr. Joseph A. Michelli 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品,您可以按照此处概述的流程进行操作https://zh.player.fm/legal
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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
内容由Dr. Joseph A. Michelli提供。所有播客内容(包括剧集、图形和播客描述)均由 Dr. Joseph A. Michelli 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品,您可以按照此处概述的流程进行操作https://zh.player.fm/legal

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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Artwork
icon分享
 
Manage episode 446652546 series 2376179
内容由Dr. Joseph A. Michelli提供。所有播客内容(包括剧集、图形和播客描述)均由 Dr. Joseph A. Michelli 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品,您可以按照此处概述的流程进行操作https://zh.player.fm/legal

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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