How fast is the customer journey evolving?
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
Tag Archives: Customer Journey
Does every part of the journey need to be designed to amaze the customer?
What does the current journey look like for your customers? Have you mapped it out? It doesn’t have to be …
What are the first steps of a digital change strategy?
There are some things we should frame as first things first. When thinking through digital change it helps to clearly …
It is not about the data, it is about unifying the experience for the customer
This is not all about data. At the end of the day, customers will expect a great (unified) experience across …
Will the Rightful Customer Experience Owner Please Stand Up?
The customer experience is a journey involving many along the way. Does the sales department “own the relationship”? What about …
From stunning Moments of Truth to amazing journeys
From stunning Moments of Truth to amazing journeys, the focus on the complete customer experience is critical. Touch points are …
Customer experience focus suggestions
Bruce Temkin has labeled 2016 as The Year of Emotion. Emotion is many times missing from our experience equation. How an …
What does a modern CRM system look like?
CRM systems have been around a long time. Companies have had more failures than successes but the systems keep getting …
Customer Experience Rooms: What Are They? Should Your Company Create One?
Looking to build a customer centric culture? With enough resources, it may worth looking at building a customer experience room.
How to innovate for mission relevance and financial growth
Earning relevance with your customers requires much more than the adoption of the latest technology or being on the social …
The Digital Executive: Improving the customer experience so as to never fear it being shared
Your customers are sharing experiences they have with you. This profoundly influences the journey others they know will take and …
Customer engagement is not about voodoo
Engagement is not about voodoo. It is however as much about art as about science. It also draws heavily from …
The mobile war, transforming customer expectations and business capabilities …
John Colony, CEO of Forrester Research has a great blog article about the The Mobile War. Written in October of 2012, it …
How does the customer experience look on social media?
Is the customer experience useful on social media or is it just a bunch of disjointed interactions? Is our design …
Are we witnessing the “last breath” of the customer sales funnel?
Over the years, companies have developed various models to explain customer behavior. Most of the ones I have seen have …
The Digital Executive: Define relevance by how relevant the experience is
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
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