Customer Journey Archives | Astute

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10 Email Survey Best Practices to Collect Timely Insights

Email surveys are a great way for customer-centric brands to gain actionable insights into their customers' experiences.

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Mapping the Customer Journey: What Insights You Need (and How to Get Them)

What types of insights do you need to drive successful customer journey mapping efforts? Here are a few you shouldn't do without.

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Customer Retention Management: How to Keep Customers from Jumping Ship

What can a brand do to help convert customers into repeat and loyal brand advocates, and boost its bottom line in the process?

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How to Optimize the Customer Journey With Voice of the Customer

Effective customer journey optimization puts VoC as primary. Follow these steps to get the most out of your customer feedback.

The Customer Journey Will Be Forever Changed as a Result of COVID-19

See how the COVID-19 pandemic is impacting the customer journey and how brands can adapt.

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How to Improve Customer Experience: 5 Experts Weigh In

Companies are beginning to understand the importance of the customer experience, or CX. According to Forrester, 57% of executive teams want to position their companies as CX leaders in their respective industries. Here are five customer engagement ideas to help you improve your CX, straight from the experts.

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3 Customer Retention Strategies to Hold the Keys to Customers’ Hearts

Holding a special place in your customers' hearts is key to keeping them long term. Here are some ways you can do that.

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10 Do’s and Don’ts of Customer Experience Measurement

Improve your Customer Experience Measurement efforts and make customer-centric decisions with these handy tips.

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What Are the Stages of the Customer Lifecycle?

The six stages of the customer lifecycle represent the journey a customer takes to move from awareness to advocacy.

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16 Must-Know Stats and Quotes on the Car Buying Customer Journey

Research shows the importance of great CX along the car buying customer journey. Here’s a quick look at some of it.

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6 Ways to Deliver In-App Support for Customers on the Go

Enterprises are making huge investments in mobile. Yet apps are often lacking effective in-app support.

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Kick Your Auto CX Into High Gear With These 10 Questions

Auto OEMs and dealers have historically focused more on the sale of the car than the customer experience.

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Beyond the Buzzword: Opti-Channel Engagement

Although "opti-channel" sounds like it's just the new industry buzzword, it's actually the next big CX differentiator.

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Expert Round-Up: The 4 Biggest Customer Experience Mistakes You Can Make

Everyone makes mistakes. We asked CX experts to weigh in on the question, "What are the biggest customer experience mistakes you see companies making?" Here's what a handful of them had to say.

Engaging Millennials, Part 6: CPG Brands Must Help Customers Help Themselves

How is this generation re-shaping the CPG industry, and how can CPG brands unify experiences across channels?

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Engaging Millennials, Part 4: Preparing to Takeoff with Loyalty

Millennials' have been labeled "experience-driven." How has this changed how airlines capture their loyalty?

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3 Emerging Customer Journeys Automakers Need to Support

We've said it before, and we're saying it again: Consumer behavior is changing. Every industry is dealing with the ramifications of these behavioral shifts, and the auto industry is no exception. Trends such as ride-sharing and new developments in autonomous vehicle technology are challenging automakers to stay relevant.

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Engaging Millennials, Part 2: What Retailers Must Do To Win Loyalty

In part two of this series, we take a look at what retailers must do to capture the loyalty of the digital-native generation.

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The Digital Customer Experience: Are You a Dinosaur or a Master?

Digital touch points permeate every aspect of consumers’ lives these days, so it shouldn’t come as a surprise that expectations are very different than they were even a few years ago. Providing the right digital customer experience takes much more than just adding a virtual agent to your website or even creating a mobile app—you have to be ready to transform your business from a digital dinosaur to a digital master.

Contact Center of the Future: 8 Things to Consider for Seamless Customer Service

Here are 8 current and emerging trends to consider as you map your contact center strategy to deliver seamless customer service.

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7 Ways to Improve the Customer Experience Through Web Self-Service

Forrester research shows that the majority of consumers prefer to use a company’s website to get answers to their questions rather than calling or sending an email. How does self-service play into your brand’s customer experience strategy?

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Getting Started with Mapping the Customer Journey: What You Need to Know

Providing a positive customer experience is critical in order to retain customers, gaining their loyalty and positive word of mouth. Companies who fail to realize this are in danger of losing customers to their competitors. Now more than ever, customer satisfaction should be Number One on your list of concerns.

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Is Your Digital Experience Ready for 2016’s Consumers?

In 2016, brands must "create experiences that are meaningful and memorable for the customers they value most."

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Self Service: The Channel You Cannot Ignore

Self Service is being used for more than just answering those commonly asked questions after a sale. Self Service at every point of the purchasing journey allows consumers to get their questions answered while navigating your website.

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The Three E’s of the Customer Experience: Part 3

For today’s brands, differentiating themselves through the customer experience (CX) is no longer optional – it is a fundamental requirement for success. Companies that fail to prioritize excellent customer service are learning this the hard way, according to a recent Forrester report. The report found that companies that lag behind in CX are being outperformed by brands that excel at customer-centricity by an incredible 80 percent.

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Taking the Plunge on Personalization: 6 Steps for Success

Customers are constantly sharing information with brands. In return, they expect brands to deliver a personalized customer experience. In today's customer experiences, we are seeing a fundamental shift from segmentation to personalization. In a Forrester study on personalization, 94% of customer experience and marketing professionals reported personalization as a key element to meeting current goals.

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The Three E’s of the Customer Experience: Part 2

Customer expectations are changing, and companies who fail to differentiate through the customer experience (CX) will fall behind. In fact, recent Forrester research found that companies that provide outstanding customer experiences outperform the S&P 500 by 26 percent!

The Three E’s of the Customer Experience: Part 1

It’s a fact: companies that provide exceptional customer service perform better than the rest. The secret to providing an excellent customer experience lies in the three E’s: ease, effectiveness, and emotion. This three-part series will explore each one, identifying key strategies and trends along the way.

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The Digital Customer Lifecycle

The customer journey includes four customer lifecycle stages. Here's a closer look at each of these.