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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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Voice of the Customer – Great! But what is it?

April 18, 2015

The term Voice of the Customer is widely spoken about in the Customer Experience world and, alongside Net Promoter Score, Customer Satisfaction and Customer Effort Score, is considered to be one of the most important research techniques/ metrics on offer to CX professionals. That being said, for a few different reasons, it is also arguably the most mysterious and misunderstood of all of the CX measurement techniques. Voice of the

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Developing a Customer Experience Dashboard

February 7, 2015

We recently made some observations in an online forum regarding the development of Customer Experience (CX) Dashboards, so thought we would share them via the blog as well: Getting Customer Experience Dashboards right… …can be difficult and it can be easy to end up with a mess. In our experience, there are some general principles that we find generally work: Use a combination of perception-based & performance-based metrics – Perception-based can

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Research vs. Diagnostics – Which is best?

May 21, 2014

People come into Customer Experience Management from a number of of different professions. Some come from a research background

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NPS® – Understanding the Traps!

February 14, 2014

NPS (Net Promoter Score) isn’t really a new technique within the research industry, however many businesses are still only finding

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