Jennifer Kramp
Jennifer Kramp
For 15 years, Jennifer has helped small & large companies define & enhance their brand and communication strategy. She's supported customer experience-related initiatives in industries including agricultural equipment manufacturing, global staffing/HR, hospitality & non-profit services. She's a supporting member of Touchpoint Dashboard, a web-based customer touchpoint mapping platform.
“No Soup for You” – A Lesson in Customer Experience from Seinfeld
Bad customer experiences can come back to bite you! I was reminded of this last night when I was watching Seinfeld re-runs and...
Discover Your Wow Factor with Customer Journey Mapping
We’re all looking to wow our customers, right? So how are you doing in that area? Take a pop quiz and find...
Tackle Tough Problems with Design Thinking & Customer Journey Mapping
“Most failures in industry are not that people can’t solve problems; it’s that they’re not always great at identifying the right problems to...
Ignite Innovation with Service Design Thinking
Over the past few weeks, I’ve enjoyed reading various customer experience-related articles and blogs that offer insightful predictions for what’s to come in 2014....
Customer Loyalty and the Spirit of Christmas
Despite the weather outside being frightful (it's a balmy 8 degrees Fahrenheit outside my office today), Christmas spirit abounds. The holiday is just...
My Customer Touchpoint Map is Ready
This is the 3rd post in the Touchpoint Dashboard series on how to create customer touchpoint maps. To read the first two posts,...
Cooking Up a Winning Customer Journey Map Part II: The Recipe
If you've never designed a customer journey map, it's hard to know where to start. That's why we wanted to share a five-step...
Cooking Up A Winning Customer Journey Map – Part I: The Ingredients
You probably haven't thought about this before, but customer journey mapping can be a lot like cooking. Think of it this way. ...