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 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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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 easier said than done. A recent Forrester Research report states how Andrew Reise Consulting and 13 other firms make it easier and faster for organizations to obsess about their...

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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 of $22 million annually in escalation and other costs. That’s one sobering finding from Embrace Continuous Improvement To Power Customer Service Operations, a Forrester Research report...

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