Talking about Customer Experience Journey Mapping and beyond

What is a user story map?

Every business is based on the efforts of people who are working in different departments. Ever heard that a company is working on the manufacturing only and not packaging?. Ever gone through any literature which explains that there has been no follow-up on the marketing strategies by a company which is related to the production […]

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What is a customer experience map?

Over the past few decades customer expectations have increased significantly. Poor customer experiences and service is no longer tolerated, brand loylaty has eroded and consumers have more choices then ever before.
Purchasing habits have been revolutionized by technology and customer interactions have become more complex.
Experience mapping is a strategic process of capturing and communicating these complex […]

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What is a customer touchpoint?

Succeeding in business is all about increasing revenue, growing and ensuring a return on investment.
And no matter what the business, product or sector to acheive the above ensuring great customer service should be on top of every business owner or manager’s list.  Ensuring good quality interactions with customers at every opportunity is crucial and this […]

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The Use of Journey Mapping Software to Improve Customer Service

One of the biggest challenges faced by any business is how to improve customer experiences and levels of service.  To improve the quality of customer service, it is important to gather relevant data related to the customer journey and key touchpoints. However, this is not always easy and it’s difficult to get real-time feedback.
Planning & […]

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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 that […]

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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 and […]

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