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Done effectively, mapping the customer journey of today’s experience generates an invaluable list of tactical improvements. Unfortunately, it’s also often the limit of what organisations think customer journey mapping can […]
How good would it be if this sunflower icon, to help identify people with a hidden disability, was as recognisable everywhere for what it is as the white stick that […]
Ok, so we like the idea of it. We’re planning a programme of workshops and we’re thinking about how the outputs will plug into everything else the business is doing. […]
Depending on your definition of a customer, their experience starts well before they actually buy anything. It might be what they’ve heard from others or what they’ve seen in the […]
The benefits of customer journey mapping are well documented; it’s an incredibly valuable exercise that gives the business a shared understanding of what it’s like to be a customer. And, […]
This post first appeared as a guest blog of Rant & Rave on using customer journey mapping methods to create employer brands and a great employee experience Fewer than half […]
Last week I had the pleasure of speaking at an event about how to nurture a customer-centric culture. One of the key issues I referenced is that too often we […]
At the recent CXPA networking event in London hosted by Pen CX, the world of the CX professional was thrown into the spotlight. I wanted to share thoughts from two […]
So we now know that United breaks customers as well as guitars. Knowing how your business treats its paying customers is one thing; understanding the impact it has on them […]
Does the PRM acronym need an upgrade to ensure any disabled passenger has an empathetic experience? (This post first appeared as a guest blog for International Airport Review in […]
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