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

[vc_row][vc_column][vc_column_text]Lots of companies now use journey maps to understand and improve the customer experience. Problem is, they don’t use them very well.   Analysts have documented this problem for years. For example, Forrester Research CX expert Joana van den Brink-Quintanilha says one common mistake is not doing...

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Getting Started with Journey Analytics

[vc_row][vc_column][vc_column_text]Journey Analytics is an upcoming trend of opportunity for CX Professionals to gain valuable insights into the customer experience. It’s a practical approach to identify opportunities and justify with firm ROI. In fact, some recent examples we have seen with clients, Journey Analytics are the...

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Rally around Personas and Journey Maps to Put Customers First

[vc_row][vc_column][vc_column_text]Is your marketing making promises that your customer experience (CX) doesn’t deliver? Aligning your CX, brand and marketing is an effective way to differentiate your business from the majority that send mixed messages. That dissonance confuses and frustrates customers.   Departmental silos are a major culprit, according...

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Why Quantitative Surveys Fall Short When it Comes to Crafting a Superior CX

[vc_row][vc_column][vc_column_text]What do your customers really want? Finding out isn’t just a matter of asking. It’s about asking the right questions – something that Forrester Research says most companies fail to do.   Take quantitative surveys, the No. 1 tool that organizations use when developing customer experience (CX)...

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Where to Draw the Right Line in Your Customer Experience

[vc_row][vc_column][vc_column_text]How far behind the scenes of your operation should your customers see? It seems to be a simple question, but pondering it is an important step in providing a customer experience (CX) that keeps them coming back.   This “line of visibility” is the topic of a...

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