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Customer Journey Mapping Failures
Manage episode 454436102 series 1270428
Content provided by Marketing Deep Dives by Denyse and Denyse Drummond-Dunn. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Marketing Deep Dives by Denyse and Denyse Drummond-Dunn or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://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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89 episodes
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Manage episode 454436102 series 1270428
Content provided by Marketing Deep Dives by Denyse and Denyse Drummond-Dunn. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Marketing Deep Dives by Denyse and Denyse Drummond-Dunn or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://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.
…
continue reading
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Similar to 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 with Greg Kihlström® 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, ...
…
continue reading
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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.
…
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…
continue reading
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The Brutal Truth about Sales and Selling - We interview the world's best B2B Enterprise salespeople.
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No BS Allowed - Are you sick of empty suits telling you to work harder? - Learn about The Maverick Selling Method, which models the world's best salespeople and what they do differently. If you are in sales and are passionate about selling, you will like this podcast. The focus is on b2b sales and selling. If you are selling or in sales, this podcast is for you. I cover cold calling, spin selling, challenger sale, solution selling, and advanced selling skills. Strategic selling, LinkedIn, sa ...
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Bitcoin pioneer Charlie Shrem peels back the layers on the lives and backgrounds of the world's most impactful innovators. Centering around intimate narratives, Shrem uncovers a detailed, previously unspoken story of the genesis and evolution of bitcoin, cryptocurrency, artificial intelligence, and the web3 movements. Join Shrem as he journeys through the uncharted territories of tech revolutions, revealing the human side of the stories that shaped the digital world we live in today.
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