Customers pay a premium & stay loyal to purpose-driven brands that align with their values. Learn proven tactics to differentiate your company.
Doing CX Right BlogPersonas & Journey Mapping
4 Strategic Approaches to Customer Journey Mapping
Learn how your company can increase the chances that customers will be brand loyal by applying journey mapping & customer experience best practices
What Is A Buyer Persona & Why Does It Matter?
Customers choose brands who personalize their marketing & communications. Learn how to create a buyer persona to improve customer experiences
Understanding Customers Through Journey Mapping
Learn about journey mapping, how the process helps leaders understand their customers better and best practices.
How To Create A Customer Journey Map (Free Template)
If you want to develop products & services that meet customer expectations, you must first create a journey map that follows best practices. In this
Customer Journey Map. What is it? Why Do It?
A customer journey map is a simple concept: it is a diagram that shows the steps customer(s) go through when interacting with a company
Customer Personas…What’s All The Hype?
Whether you are new to CX or looking to expand your current knowledge, understanding what, when, how to develop personas is an essential activity to serve your customers better. Knowing what personas are not is equally important so that you can create desired outcomes versus hinder them.
How To Take CX To A New Level
Many companies strive to achieve high customer satisfaction scores but end up falling short of their goals. One reason is
CX Lessons From My Experience At The Apple Store
As discussed in “Make It Easy To Get Help,” it’s essential that companies focus on creating great experiences not just at the beginning of their buying journey but post-purchase too. Customers often need support in setting up and using a new product
The End Of The Customer Journey Matters Just As Much As The Beginning
Many companies spend a lot of time and budget on acquiring new customers. They focus on driving satisfaction in the early stages of the journey (Learn & Buy) and ignore customer experiences and sentiments once payment is received. This is often the case for companies offering membership-based services. We recently encountered a situation that demonstrates essential CX lessons.