To understand the importance of customer journey maps you must first look at the overall importance of customer experience. In 2020, customer experience will overtake price and product as the key brand differentiator. The brands that offer the best experiences … Read More
customer journey
Evolving Customer Surveys into Customer Stories
I popped into my local supermarket today to pick up some essentials (nappies and alcohol if you are interested – only one of those is for me). As I queued for the pleasure of serving myself at a self-scan checkout, … Read More