What does it take for an organization to offer outstanding customer experience? One element is that a company typically must act as a single seamless entity across the different touchpoints where customers are involved with the company. This is not easy. To do so, a company must improve the touchpoints that most need improvement, and [...]
Do you wish that your customer retention research gave you more specific insight into how to increase customer satisfaction and loyalty, even among the most profitable customers? Here are a few ways to get the most out of your research and encourage your customers to keep coming back for more! Understanding overall drivers of [...]
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This white paper explains how Customer Journey Maps can be a powerful tool to help companies visualize and evaluate the customer experience from the customer’s point of view. You’ll learn: Examples of the different types of Customer Journey Maps How to create and use Customer Journey Maps The differences between Process Maps and Customer [...]
In other posts, I have described Customer Journey Maps, including how they can help your organization visualize the customer experience. This post describes how to create a Customer Journey Map. Figure 1 describes MMR Strategy’s five step process involved in creating Customer Journey Maps. The steps include selecting the journey to map, creating [...]
In most companies, the customer experience is complex. Companies typically organize people and processes into departments, functions, and business units. However, customers often have interactions and experiences with companies that cut across these divisions and departments. For example, the experience for a customer of an Internet service provider may involve customer service representatives, technical support, [...]
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