Talking about Customer Experience Journey Mapping and beyond

Expert tips to help improve customer experience

Customers are more demanding than ever and service expectations are on the increase.  With the ability to communicate through a huge range of different channels customers expect their requests to be addressed quickly and efficiently and they want fast responses to any queries or complaints. But how do you get the basics right and ensure […]

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Why investing in better customer service improves business performance and profits

Consumers have more choice than ever before and it’s never been easier to compare products, features and prices. True customer loyalty is very hard to achieve and businesses must therefore work hard to create meaningful customer relationships. Adding value to customer interactions and delivering service excellence is one way to differentiate you from the competition […]

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The Viking Journey (Map)

The Vikings of old were famous for using early maps on their voyage but Pillage and Burn may not have been the best strategy for gaining a high reputation for customer service and their repeat visits were not viewed with any enthusiasm! However the Vikings of today, Vikings River Cruises that is, also use maps […]

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Going Off-Road with Your Customer’s Journey

Reposted from By Annette Franz, CCXP Today I’m pleased to share a guest post by Fred McClimans, Partner, McClimans Group. In this post, Fred addresses the challenges faced today in aligning your operations to the way your customers discover, engage, purchase, use, and discard your product, and outlines five steps you can take to stay […]

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Mapping out customer experience excellence: 10 steps to customer journey mapping

Reposted from By Arne van Oosterom Customer journey mapping could hold the key to analysing and improving the customer experience. Only recently a report from the Cabinet Office recommended CJM for authorities to provide a more efficient and cost-effective service. Arne van Oosterom outlines how it can help organisations – and lists the 10 key ingredents to […]

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How Mapping the Customer Journey Can Help You Create Better User Experiences

Reposted from Huffpost Business By Shane Paul Neil In 2012, Sephora decided to make major changes to improve customer experience both in its in-store and online platforms. The company looked at its current customer interactions and realized that shoppers took a multifaceted approach to purchasing the company’s beauty products. The company needed to integrate the […]

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