Author: Jeff Lewandowski

05/4/2016

How to Maximize Customer Experience with Journey Maps – and Why So Many Companies Don’t

Lots of companies now use journey maps to understand and improve the customer experience. Problem is, they don’t use …

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06/4/2015

Why Future-State Journey Mapping isn’t Optional – and How to Get Started

One of the most popular Customer Experience (CX) tools is customer journey-mapping.

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09/15/2014

Bring In The Experts to Become Customer Obsessed

When the culture of an organization doesn’t put the customer first, its brand inevitably suffers. But customer experience transformation is …

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08/6/2014

Give Your Business a Customer Service Reality Check or Your Customers Will Do It for You

If your online customer service doesn’t meet their expectations, 75 percent will try another channel, costing you an average …

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07/22/2014

Three Examples of How to Rally Around Your Customers

Sooner or later, every company has a come-to-Jesus moment where it’s suddenly, painfully clear that the organization has gone …

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