Customer Journey Maps: Everything You Need To Know
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
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How To Map The Emotional Journey Of Your Customer Experience
Emotion plays an integral part in any customer journey with customers going through a range of positive and negative emotional reactions. To offer a good customer experience you need to ensure the positive emotions outweigh
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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
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Customer Service Vs Customer Experience Vs Customer Engagement
Despite what some companies may still think, customer service and customer experience are actually two very different things! Although clearly they often cross over, businesses should have a different strategy for each. Just to complicate
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A Guide To The Customer Journey
Once upon a time the path to purchase was a relatively linear progression from identifying the need, a little consideration and then purchase. Those days, I am afraid, are over. The modern customer journey is
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