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.
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
Customer journeys that feel good pay huge dividends. Here are some easy and low-cost examples.
Complaints: a precious customer experience gift
Most people dread dealing with complaints…
The value of Customer Journey Mapping
Customer Journey Mapping is fundamental to improving profitability…
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
Creating customer engagement
Whilst this can be is difficult it is no less important for that.
Touchpoints Vs Customer Journeys
Why great touchpoints don’t guarantee good customer journeys.
Why they are important and how to create them