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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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A Shedload of Trouble – Tigersheds Revisited

August 12, 2015

It has been three months since my last blog relating to Tigersheds and a lot has happened in the interim. Although my issue has been resolved, it would appear that other people are having similar problems to me. Within a couple of days of my first blog post, I received a phone call from a man at Tigersheds who said that they would like to discuss the issue with me.

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The customer is always right, but…

July 1, 2015

The customer is king! The customer is always right! But are they? For many, these statements are as relevant now as they ever have been. At the end of the day, ‘the customer’ is where the business gets its money from. Nobody put it better than Sam Walton, who said: “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down,

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Customer Retention – Let’s start at the very beginning

May 31, 2015

The customer experience ‘movement’ began in earnest around 15 years ago, with the first books on the subject being published shortly after the turn of the millennium. This is not to say that many of the various aspects of business associated with customer experience, such as loyalty and retention, were not already being practiced. These disciplines were, and in most cases still are, considered to be the remit of marketing

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