Brand Loyalty

Consumer Brand Loyalty is ‘Up for Grabs’ – and what to do about it

Consumers have been forced to change the way they work, shop, eat, travel, and even get healthcare due to COVID-19. They are re-thinking what matters most during their brand interactions – safety, selection, convenience, loyalty program, etc. All of this has inherently caused significant behavior...

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Why Journey Maps Are Not Created Equal

[vc_row][vc_column][vc_column_text] The words “Journey Maps” have become standard customer experience terminology. But, why does it mean different things to different organizations. The practice of journey mapping is quite different based on whom you are talking to. We’ve broken down journey mapping to help you pick what’s...

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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...

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