Customer Focused Customer Journey Employee Experience Voice of Customer 
Think Customers
NOVEMBER 16, 2022
Locking in valuable customer relationships is a strategic capability that allows firms to stay extremely close to customers to gain valuable insight on where to make incremental investments that will generate ROI quickly and improve the experience. Do: Give customers a reason to stay (and grow) with you.
Think Customers
DECEMBER 13, 2021
Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand. You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Alignment
DECEMBER 18, 2017
This action of taking feedback from customers and ‘fixing’ what appears not to be working there and then, and upgrading the customer journey has been a step in the right direction; the fixing has often been in the absence of the overall picture and context of what experience the organisation wants to deliver to its customer now, and in the future.
CX Journey
APRIL 5, 2017
Without understanding customers, their expectations, and how well we perform against those expectations, we can never correctly or appropriately redesign the experience to meet their needs. Thou shalt map the customer journey in order to understand the experience. Thou shalt put employees more first.
CX Journey
NOVEMBER 10, 2015
In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. You need a strategy.
Wootric
FEBRUARY 14, 2019
Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.
Storyminers
JULY 6, 2020
She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.
Expert insights. Personalized for you.
52 
Let's personalize your content