If emotions are that important to the customer experience, then certainly you must be measuring them, right? Ready…
The journey toward digital transformation and a more data mature company is continuous.
Traditional journey maps, designed qualitatively in a workshop and then immortalized on the boardroom wall, are unfortunately often conceptual at best.
Focusing on journeys rather than touchpoints demands a cultural shift from your business. It involves putting customers’ requirements and preferences first.
By Carlton Retland Winning brands take the time to understand the customer journey so that they can cater…
How leading businesses are turning from the customer journey map to the customer.
The idea that retention is important may seem like a basic concept, but focusing on churn reduction is the best way to utilize resources for many companies.
Social shopping journeys haven’t benefited from the 30 years of optimization, and this is evident in what consumers experience.
What is value realization, and how can it help you create more loyal customers?
There is ample debate as to which approach to understanding your customer is "best". But there can be no doubt that analyzing and understanding the customer journey is one of them.