Blog & Resources

customer journey maps

Focus on the Negative Experiences to Get Positive Results

Recent data from InMoment revealed how missing expectations for customers has a greater impact than meeting or even exceeding those expectations. So while you might be doing your best to provide those wow moments for your customers, your competitors might ...

Customer Journey Maps: Customer Experience Geography 101

A good customer journey map can be incredibly powerful. It can also become a huge endeavor that sucks the life out of the team working on it. Here is my take on the basics around a good customer journey map. ...

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