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...

Read More

How Blockchain is shaping Customer Experience

2017 was a year that ushered in several new words into our vocabulary … fake news, fidget spinners, and of course … Bitcoin. While we will intentionally avoid discussion on fake news, Bitcoin and other crypto-currencies definitely have our attention. We’ve been fortunate enough to...

Read More

Five Reasons Why Personas Work—and Three Tips to Begin Using Them

Five Reasons Why Personas Work—and Three Tips to Begin Using Them   Discover credit cards has a series of commercials where the people calling customer service are talking with a mirror image of themselves. The commercials all end with the tagline “We treat you like you'd treat...

Read More

Rally around Personas and Journey Maps to Put Customers First

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...

Read More

Where to Draw the Right Line in Your Customer Experience

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...

Read More