Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences, journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we
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I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0, and can’t wait to tell you why you should read it! It’s more than a manifesto and detailed enough to be
Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s
If you can find an hour, you can do the following to help improve your customer experience.
I had the unique opportunity to be part of a small crowd of business leaders invited to a special event hosted by American Express. American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba,
Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. SaaS
Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011.
Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don’t really do much for or with the advocates they
I hosted a webinar last week about digital experience. We’ve developed a process here called Digital Micromapping. This is the next step after customer journey maps in some cases, the first case in others. In
Ask any group of customers what they liked about any recent customer experience, and they typically mention the same thing. Although they aren’t things… It’s always about the people. Rachel McCarthy, Vice President of In-Flight