Getting started with customer journey maps or just adding a timely refresh? Well we've outlined some foundational steps for brands to help get things right. Customer journey analysis and optimization ...

Customer feedback arrives through dozens of channels: support tickets, chat transcripts, survey responses, social media ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

The buying behavior of a customer forms one of the most crucial pieces of knowledge for business development professionals. In business, the goal is to anticipate the consumer's desire and then use ...

Knowing the customers' preferences and needs is key to successful business development. Customers having a positive experience are more likely to return, buy more, or upgrade their plan. Besides, ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

When trying to determine all of the touchpoints firms have with their customers it is a good idea to have an overall customer journey map which shows all the important points on your clients path to ...

Required Reading: Journey Mapping Must Bring Customer-Focused Change In their new book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim ...

That buzz you’re hearing around customer experience? These days it’s more like a roar (unless your head is stuck firmly in the sand). And marketing decision makers are listening: Some 32 percent of ...

The Customer Journey is a seven-step guideline used by businesses to help them provide the right messaging at the right time as their customers engage in purchasing decisions. In B2B marketing, it ...