The eCommerce Customer Journey encompasses all of the different touchpoints where a customer interacts with a company, product or branding online. These touchpoints include marketing, user interfaces, payment, delivery and the quality of the product itself. By understanding your customer’s journey fully it gives online retailers the opportunity to adapt to customer trends and develop a service that is completely tailored to their own customers.

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

A customer journey map is an essential tool that affords companies the opportunity to understand the state of their organization’s customer experience by outlining points at which their customers interact with their brand. By creating a detailed map of customer interactions and touchpoints with an organization, customer feedback can be compiled at each stage and relevant action can be taken to improve the overall customer experience.

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

This concept of the “customer journey” is probably familiar to most of you who are reading this, but it likely holds no more meaning than any other marketing buzzword that we are bombarded with on a daily basis. What many don’t realize is that the customer journey is a concept which should not be thought of as a singular concept, but rather should be approached the same way as a company philosophy, which is to say that all facets of your operations should be performed with the customer journey in mind. In contrast to “customer experience”, which refers to how your customers feel about their interactions with your company as a whole, the customer journey refers to the actual touchpoints which are a conduit to this overall experience. Lue koko artikkeli



Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

What Is The Customer Service Gap?

The customer service gap, and in particular the customer expectation management gap (outlined by Parasuraman et al, 1985) is a model that encourages companies to address the difference between their customers’ expectations and management’s perception of the quality of customer service.

Customer Service Gap img_Edit

Example:

Two surveys are sent out at the same time, one to the management team of CompanyX, and another to their customers. The aim of the survey is the same for both recipients, to ask “What standard of customer service do you expect from CustomerX?“. Management return with an average of 9/10, whereas the customers say 4/10. This could be for a multitude of reasons (which we will get into later) but ultimately the issue remains that there is a perception deficit for CompanyX, which if not resolved will cause future loss of customers to competitors with higher standards.

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

Angry customers can be loyal customers too… Well, not if they stay angry.

Just because a customer is irate or frustrated with your company right now doesn’t mean that they will not be a loyal customer in the future.

We’ve all been there; Your phone mysteriously stops working when you need it the most, so you borrow your friend’s phone and when you call customer service you are placed on hold for 50 minutes listening to the same song over and over again. Most of us have had at least one similar experience and in that moment you decided that you’ll never use that company again.

Not focusing on customer retention and customer service can actually be extremely costly to a company. According to the White House office of consumer affairs, ‘it is 6-7 times more expensive to acquire a new customer than it is to keep a current one’

Thankfully moods change and opinions can be swayed if issues are dealt with correctly. Businesses that lead the pack in customer retention and customer service often do so by developing company-wide customer experience strategies.

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

A compilation of tips and tricks for anyone who aspires to be at the cutting edge of customer experience management

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

What do sales teams do on a daily basis? That’s exactly what Elina Long, student at Haaga-Helia University of Applied Sciences, wanted to know.

Elina joined us at our Helsinki office to ask questions, shadow our sales team and gain insights into the inner workings of a functioning sales and marketing team. With a positive attitude, a strong knowledge of sales processes and a willingness to learn, Elina fit right in with the spirit of the team here at Feedbackly.

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

A Crash Course Guide In Customer Journey Strategy

Everything you need in one beautifully designed eBook.

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.

Feedbackly and the City of Helsinki have teamed up to bring the next generation of customer experience services to the Finnish healthcare system. The city’s brand new, state of the art Health and Well-Being center in Kalasatama, Helsinki is the first site to integrate Feedbackly’s customer feedback software into Softbank Robotics’ flagship humanoid robot, Pepper.

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Jaakko Männistö

Jaakko is the founder and CEO of Feedbackly and Vice Chairman/board member at the Finnish Entrepreneurs Organization.