Customer journey mapping: Knowing and involving the customer

September 25, 2018

Journey mapping is all about engaging and understanding as many customers as possible. Whether there are a few or many, …

What are customer journey maps and what can you do with them? What about design and emotion?

September 20, 2018

Customer journey mapping is usually done using personas. Personas are fictional characters, which you create based upon your research to …

September 18, 2018

Journey maps are very powerful in radically improving the customer experience. There are many methodologies and approaches on how to …

March 16, 2017

This is not all about data. At the end of the day, donors will expect a great (unified) experience across …

March 30, 2016

From stunning Moments of Truth to amazing journeys, the focus on the complete customer experience is critical. Touch points are …

February 18, 2015

A great purchase experience with the sales department doesn’t make up for a poor billing experience. The customers experience is …

May 30, 2014

What does the current journey look like for your customers? Have you mapped it out? It doesn’t have to be …