5 Overlooked Moments that may be Wrecking Your Customer Journey

Here are five commonly overlooked moments that may be wrecking your customer journey.

Neglect can feel like a harsh word. It's easy to think that if we're neglectful toward our customers, it must be through some negative action.

But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first.

The brands that do pay attention to the details of the experience they deliver are the ones who disrupt markets, gain more customers through referrals and word-of-mouth marketing, and keep their customers happier, for longer.​

In this video, we'll investigate moments of neglect you may be overlooking -- and how to solve them to deliver a better experience to your customers.​

Highlights:
00:00 Welcome
03:38 Customer neglect and customer experience
05:28 Five commonly overlooked moments in a customer's journey
06:04 Overlooked moment #1: Awareness and Welcome
07:45 Overlooked moment #2: Proactively answering questions
09:41 Overlooked moment #3: Education where customers need it
11:20 Overlooked moment #4: The purchase
13:52 Overlooked moment #5: Celebrations
16:37 Recap
17:42 Ready to move past neglect?
19:26 Q&A: How can we encourage B2B customers to use online tools for customer service?
24:15 Q&A: Are chatbots a feasible way to proactively answer questions, or is it too impersonal?
28:39 Q&A: Are there any programs or strategies to proactively anticipate customer needs?
33:27 Wrapping Up

Resources Mentioned:
👉 Get a year of free Customer Experience Resources -- YearofCX.com