Having laid out the foundation of customer journey mapping in a previous article, we now delve into the necessary management and maintenance steps. Now that we’ve laid out the foundational steps for ...

Is one of your 2022 goals to transform customer experience at your organization? You're not alone. Is one of your 2022 goals to transform customer experience at your organization? If so, you’re not ...

Recently, the discussion of customer experience and experience design has been omnipresent, with marketers hyper-focused on creating the best experience for customers, thus competing not only within ...

Just how important is it that businesses understand how customers interact with or feel about them, or be able to identify the "moments that matter" in customer interactions? Well, without that ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

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 ...

In the retail ecosystem, securing and cultivating customer loyalty is not just a strategy; it's a vital lifeblood for sustained growth. With the cost of acquiring new customers outstripping the ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

“The Customer Journey” is a phrase you’ll hear often in marketing. It is used to describe how a consumer becomes aware of your brand and interacts with it during the purchase funnel. In essence, it is ...

Your CU Boulder Customer Experience Certificate provides you the differentiating factor. It proves that you have completed all modules, as well as the cumulative Capstone Project. You'll walk away ...

By J. N. HalmBusiness is a matter of hunting and farming. This, I insist. Management legend Peter Drucker backs me. He says, “The purpose of a business is to create and keep a customer.” The creating ...