Customer journey articles

Few things are more valuable than hands-on experience of what works, what doesn’t and the most effective way to deliver results.

We have worked with large and small brands from every sector. We have captured some of the key lessons from those experiences in this series of articles. For example this image of the Mahout comes from our article on Mapping Customer emotions. Also check out our ‘How to’ guides, and News section, or contact us with your questions.

5 steps to successful customer journey mapping projects

A 3-minute video on the key things you need to consider to create a successful mapping project.

What is Customer Journey?

Customer journey describes the interactions people have with your organisation, via all channels, over time.

Do your KPIs justify inaction; or drive change?

Do your KPIs justify inaction; or drive change?

Most firms find that far from driving change their KPIs are used to justify inaction.

Small things make a BIG difference to CX engagement

Small things make a BIG difference to CX engagement

Customer journeys that feel good pay huge dividends. Here are some easy and low-cost examples.

Complaints: a precious customer experience gift

Complaints: a precious customer experience gift

Most people dread dealing with complaints…

Customer Journey Mapping

The value of Customer Journey Mapping

Customer Journey Mapping is fundamental to improving profitability…

Emotions or customer effort – which is most important for CX?

Mapping customer emotions

Measures like price, speed, channel choice and so on are important, but they only tell one part of the story.

Customer effort score; what it is and how to create your own

Customer effort score

What it is and how to create your own

Creating customer engagement is difficult; but no less important for that.

Creating customer engagement

Whilst this can be is difficult it is no less important for that.

Touchpoints Vs Customer Journeys

Touchpoints Vs Customer Journeys

Why great touchpoints don’t guarantee good customer journeys.

Personas, why they are important and how to create them

Personas

Why they are important and how to create them