Could we do it? Should we do it?

Could we do it? Should we do it?

To track the customer journey, the customers’ contact cycle must be extend regularly over several stations. First there is contact with the provider, then the website, then social media, mobile platforms, price comparison, then at some point, a visit to the shop. All...
A barrier free customer journey

A barrier free customer journey

The customer journey offers several points at which customer experience can be improved. However, not all of these points are similar. It is important to get to know the character and potential of the situation. In the customer contact cycle, there are always highs...
Leadership

Leadership

Once you’ve managed to establish the customers’ view of the customer journey (i.e. with their active support), then a few astounding by-products will emerge. One of the most important of these is simplification. A dispute will ignite internally around which of the 550...
Marketing or Customer Experience

Marketing or Customer Experience

Marketing and Customer Experience have basically the same interests, but the objectives may ultimately be different. If you define a successful customer journey as a signature on the dotted line, then you can identify which point of the experience perception had the...