If you want to develop products & services that meet customer expectations, you must first create a journey map that follows best practices. In this
Doing CX Right BlogResults for "customer journey"
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
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.
Learn about journey mapping, how the process helps leaders understand their customers better and best practices.
Businesses need to take extra care of high-value customers, or they’ll go to a competitor Read & apply customer appreciation best practices.
Brands are restructuring so that Marketing reports to the Customer Experience Leader. Why is this shift happening now – and will it stick?
Successful organizations connect marketing and CX throughout the customer lifecycle. Learn ways to drive alignment to achieve real results.
It’s less expensive to keep current customers than get new. Learn how to deliver exceptional customer service at the moment people need it.
Listen to Rob Markey, co-founder of the Net Promoter System (NPS) about how to measure customer experiences the right way.
Is CX & Marketing the same? Is Customer Experience the new Marketing? Stacy Sherman and Colin Shaw solve the great debate. Read summary now.