touch point

One Piece of Customer Communication that Fails to Delight

Leave a Comment / Connect with Customers / By Jeannie Walters

Customers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months? never?) I want to remind you of one simple fact. Your customers, if they are truly customers, pay you regularly. They probably receive an invoice of some sort, even if …

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Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It’s a way to understand the experience your customers are having so you can improve those confusing, frustrating or neglected parts on the journey. But there is a dirty little secret …

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One Piece of Customer Communication that Fails to Delight

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

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