What is a customer journey map and how do you extract value from it?
December 15th, 2011 // 5:13 pm @ kgwebb@sympatico.ca
You know the quote, “Success is a journey, not a destination.” Well, your customer experience initiative is a journey, too. It’s a never-ending journey. You must always be striving to deliver that ultimate customer experience. (from Annette Franz Gleneicki of CX Journey. For her blog on plotting the customer journey see: http://cxjourney.blogspot.com/2011/11/cx-journey-maps-plotting-customers.html) A [...]
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Mapping out customer experience excellence
December 6th, 2011 // 3:58 pm @ kgwebb@sympatico.ca
Customers often touch your organization through multiple channels, often for a single business transaction. Gone are the days when you can control their interactions with your organization and manage customer channels in isolation. Now is the perfect time to put on your customer’s shoes and walk their journey through each touch point and transaction with [...]
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