What is the Customer Journey?
The customer journey is the complete, end-to-end process a customer takes while interacting or transacting with a business. It’s a collection of touch points from all the channels a customer uses to accomplish their objective. The customer journey is seldom linear, as people can “wander around” on their way to completing their journeys.
There are many variations to customer journeys. For example, customers can take multiple paths when making a purchase. One person might click on a Facebook ad that takes them to a product page; then they go into the store to see the product in person and use a coupon from a mobile app to make the in-store purchase. Another person might receive a gift card and make an online purchase of a product that was profiled on a popular podcast.
Because there are many paths to completion, businesses need to ensure every potential touchpoint in the customer journey delivers optimal CX. Additionally, experiences need to be consistent and customers should experience little friction as they move from one touchpoint to the next.
In today’s world, a company can offer multiple touchpoints along the customer journey, ranging from social media pages to customer support to email marketing campaigns. The number of touchpoints adds complexity to the customer journey that requires close management. Forward-thinking companies have established CX teams responsible for keeping customer journeys optimized.
A common tool used by these CX teams is the customer journey map. These maps are visual representations of the more common journeys from the customer’s perspective. They contain data, such as contact center stats, as well as information about what customers are thinking and feeling at different stages of the journey. Customer journey maps are helpful for identifying pain points and other sources of friction that need to be removed.
About NICE Satmetrix
NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.
With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.
With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:
Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions
- Superior analytics
- Digital omnichannel and hassle-free IVR integrations
- Customer Journey-based design
- One-stop-shop for all your contact center VOC needs
NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.