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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.
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
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
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
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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- So, what is strategy?, https://t.co/mb5LObODvV #CX #CEM 2 hours ago
- Forget Customer Experience without Employee Experience, https://t.co/c4pCftxe0o #CX #CEM 18 hours ago
- NPS® – Understanding the Traps!, https://t.co/z9MCkyOpDq #CX #CEM 1 day ago
- So true.... https://t.co/5YMf8KMYFC 2 days ago
- Service Recovery vs. ‘Right First Time’ – Which is better?, https://t.co/JpTZXYAL1J #CX #CEM 2 days ago
- @jonfozz I'm a Labour party member but have lost faith in Corbyn . Usually vote Lib Dems, as my MP is liberal. 2 days ago
- @jonfozz 1. Revoke article 50 2. General election 3. Peoples vote (realistic options, no lies) 2 days ago
- Inertia should never been mistaken for loyalty, https://t.co/muQ3B6M4Us #CX #CEM 2 days ago
- Was Blumenthal Wrong?, https://t.co/4Z8HXS6gMe #CX #CEM 3 days ago
- Friends and Family Test – Will NPS® work for the NHS?, https://t.co/ehpAsowHkt #CX #CEM 3 days ago
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