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Customer experience professionals need to embrace a new way of thinking

Blog post by on July 25, 2014

Today, customers expect personalized service, the ability to customize products to serve their unique needs, and immediate gratification. Essentially, customers expect the company to know them, recognize them, and anticipate their current and future needs. These customer expectations are having …

What if the walls actually COULD speak?

Blog post by on July 24, 2014

“If these walls could speak…” The phrase invokes wonder and horror, depending on who you are, and what may have happened within the walls in question. Surprisingly, we’re now at a place in history where we can …

First we count the votes and then we weigh them!

Blog post by on July 24, 2014

I first heard these words years ago while being informed that I had lost a sale: First we count the votes and then we weigh them. Everyone at my sales presentation voted for my proposal except for …

Reimagining Journey Map Design

Blog post by on July 24, 2014

Journey maps are game-changing tools to illustrate your current customer experience, highlighting friction points that impact loyalty. If you’ve researched the topic, you may have noticed that different creators apply the 10+4 criteria of an effective customer journey map very significantly. …

Marketing Ops: It’s Time to Purify Your Data

Blog post by on July 24, 2014

Marketing organizations know that data is the key to unlocking marketing’s potential to drive maximum business value and create happy customers. Data-driven marketers are continually finding new ways to dissect and apply data in order to increase …