Tag: Customer journey mapping
CX in real estate: reinvent the VoC programme for international recognition
Imagine owning and managing a diverse portfolio of commercial properties. Those spanning office, laboratory, retail and coworking spaces. Just as the Covid pandemic hits, it brings with it the greatest change in working practices for decades. This includes working properties being...
Gartner’s research: only 14% of organizations achieved a 360-degree view of their customer
Only 14% of organizations have achieved a 360-degree view of the customer, according to Gartner’s latest research. However, 82% of respondents said they still aspire to attain this goal in a Gartner survey of 402 marketing, IT and other enterprise...
What is customer journey management?
After exploring the topic of the customer value journey, it’s time to take into account the process of measuring, tracking, and optimising the provided experiences. Customer journey management is an approach to delivering seamless experiences to your customers across all...
Digital customer journey: a comprehensive guide
Over the past two years, the digital customer journey became the backbone of a successful business. Most companies quickly understood the need to embrace digital channels of communication with customers to stay relevant and competitive. At CXM, we have unique access...
Customer Experience Consultant: The 2022 Career Guide
Do you wish to become a Customer Experience Consultant but don’t know where to start? Analytical thinking and innovation are expected to be the top skills in 2025, which means Customer Experience Consultants will have loads of job opportunities. If...
Three ways to prioritize consumer well-being
We can only imagine the massive pressure consumers felt during the past year. Our lives changed dramatically with enforced remote work, homeschooling, job losses, and the social (and psychological) impact of lockdown. Things were even worse for those on the...
Want to get more from your surveys? Close the customer feedback loop!
Many companies are striving to become more customer-centric. They have set up numerous ways of listening to their customers at multiple customer journey touchpoints. However, few have built effective response mechanisms into their customer surveys and managed to close the...
Keeping Experience in Mind: The Neuropsychology Behind Customer Journey Maps
Brands are often missing one key piece of data that will bring them the greatest customer benefits. Typically brands know the age, gender, spend, location, online duration time, and basket contents of their customers. This is useful transactional information – but...
The Secret Behind the Ideal Customer Journey
According to a study, it takes approximately 3.5 bad customer service experiences for UK consumers to stop using a product or a service. With people rapidly embracing digital in their personal and professional lives, customer expectations seem to be reaching...
Experience Isn’t Enough – You’ll Need a Map Where You’re Going!
Author: Rebecca Brown There are lots of different styles when it comes to leadership. Lots of approaches, lots of management books and leadership guides. Volume upon volume of materials that you can digest online, on your kindle or even these days, in...