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Interview – Customer Journey Mapping

January 20, 2016

Following our last blog post You’ve done Journey mapping? So what?, I was approached by Tema Frank from Frank Reactions to do an interview about journey mapping, and this is it…

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You’ve done journey mapping? So what?

December 11, 2015

Journey Mapping has become all the rage, however there are a number of organisations doing it without truly understanding why

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Customer Journey Mapping – an art or a science? Part 2

November 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In the first blog, we examined the origins and principles of journey mapping, with this blog going on to look at different elements, approaches and methodologies. Customer Journey Mapping – which way now? There are a number of different ways in which journey mapping can be done. There are four main approaches, namely the research route, the diagnostic route, the

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Customer Journey Mapping – an art or a science? Part 1

November 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examine the origins and principles of journey mapping, with the follow on blog looking at different elements, approaches and methodologies. CX (Customer experience) is the real deal. Organisations are now beginning to realise that CX is one of the very few ways in which they can truly differentiate themselves from their competitors.

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Customer Journey Mapping – The Right Steps…

March 27, 2015

Customer Experience is much bigger than Customer Service. The experience a customer gets doesn’t just come from the service they receive. Their experience is also determined by the product and channel propositions, including the product, price, sales channel, promotional and branding activity. They all have an impact on the customer’s experience. You could go as far as to say that Customer Experience is driven by the 7Ps so commonly spoken

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