How not to leave customers stranded on the busiest travel day of the year?
Meet Diane. She is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual trip she has to take.…
Customer Experience measurement: why it is vitally important but badly done
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability…
Mapping the Buying Journey
A few weeks ago, I treated myself with a pair of Bose SoundSport Free wireless headphones. They’re brilliant. I love them. But even though they have been available for some time…
The biggest challenge? Setting up AI for marketing
AI offers great potential for managing customer journeys As marketers begin to seek practical applications of AI, they are encountering the first challenges. However, the biggest challenge of all is…
Whose clock are you on?
Customer journey designs ignore the customer clock at their peril Unless you’re afflicted by a particular neurosis you probably don’t spend every minute of the day counting down the time…
Why is your content not connected?
Make life easier for your customers to create opportunities Watch an online ad, navigate around a brand’s website or consume some social content on the likes of Facebook or Linkedin…
Why bother with customer journey mapping?
It’s a powerful technique, but only under certain conditions Be honest now: if I were to ask you where your customer journey maps are kept, could you – hand on…
7 lessons from missed customer experience opportunities
Is customer experience delivering? What are the biggest challenges? What lessons can companies learn to deliver greater impact? I had the pleasure to have an interview and debate with Diane…
New to Customer Experience? Three ideas to give you that vital edge
CX can bring massive benefits but BEWARE – don’t follow the herd Everyone knows something about Customer Experience (CX) – at least the most well-publicised concepts. Whilst many companies have…
Source: Steve Nagata from Tokyo, Japan [CC BY 2.0] via Wikimedia Commons
Introducing patient satisfaction initiatives in healthcare: lessons from other industries
Can we use an Uber-style service to combat bed-blocking? “Many health systems make large investments to improve the patient experience but fail to achieve their desired objectives because they did…