What is a Customer Journey and How to Map It

What is a Customer Journey and How to Map It When you hear the word ‘customer journey’ on the surface, it may seem simple – it’s the process a customer goes through when the buy a product. However, with a more in-depth look, it’s clear that the customer journey begins before a person is even […]

7 Companies That Do Customer Experience Right (Updated 2022)

7 Companies That Do Customer Experience Right (Updated 2022) With customers expecting more and more out of the businesses they interact with, it’s easy to feel overwhelmed when it comes to managing the customer experience process. But who can really blame them? We all want more – and you can’t hate someone for wanting to […]

David Vs Goliath: How To Use Amazing Customer Experiences To Remain Competitive When The BIG Companies Start Stealing Your Customers

David Vs Goliath: How To Use Amazing Customer Experiences To Remain Competitive When The BIG Companies Start Stealing Your Customers Is your company losing customers to a bigger, more recognized competitor? With the likes of Amazon, IBM, Walmart and Starbucks always looking to steal market share, it is now harder than ever to remain competitive. In […]

Customer Experience Trends In 2015: Predictions And How You Can Leverage Them

Customer Experience Trends In 2015: Predictions And How You Can Leverage Them As 2014 draws to a close, it’s time we look at some customer experience trends that will impact us in 2015. 2014 was the year customer experience began to really hit the desks of business executives and marketing professionals around the world. As […]

Customer Experience Does Not Have To Be A Guessing Game: Measure These 3 Metrics

Customer Experience Does Not Have To Be A Guessing Game: Measure These 3 Metrics Improving the customer experience doesn’t have to be a guessing game. There are metrics you can use to benchmark and improve the experience for your customers, guide your customer experience strategy and create happier, more loyal customers. In the past, my customer experience […]

The Challenges Of Delivering A World-Class Customer Experience

The Challenges Of Delivering A World-Class Customer Experience Customer experience management is a tough job. It involves understanding what your customers want and knowing when they want it. The complexity of the customer experience has resulted in an increased demand for customer experience professionals. Google trends shows that the number of searches for ‘customer experience jobs’ […]

How Social Media Has Changed The Customer Experience Forever

How Social Media Has Changed The Customer Experience Forever Ten years ago we had no Facebook, no LinkedIn and no TripAdvisor. You didn’t have to worry too much about customers sharing a negative experience. Yes, they might tell the standard 9-15 people we tend to share such things with, but that number was manageable. Fast-forward to 2014 […]

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