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360 Search Results Found For: "Customer Journey Map"


Thought Leadership

Customer Journey Mapping (CJM)

…This paper introduces customer journey mapping (CJM) in the context of customer experience management. It looks at what it is, why we should do it and the approaches that…

Thought Leadership

Six Steps To B2B Customer Experience Excellence

…In examining the customer experience of over 500 b2b brands, we identified a step-by-step process to achieving b2b customer experience excellence that applies to virtually all b2b brands….

Thought Leadership

Managing the Experience of Your Customers

…In order to be ‘in tune’ with the needs of customers, a company must ensure that the voice of the customer is integral to the company strategy, and that…

Thought Leadership

Customer Satisfaction Surveys & Research: How to Measure CSAT

…and they may well pay a premium for the privilege of doing business with a supplier they trust. Therefore, when we win a customer, we should hang on to them….

Thought Leadership

A Practical Guide to Improving Customer Satisfaction

…In this white paper we discuss what customer satisfaction scores mean and conclude with a four-point plan for making improvements….

Research Services

Customer Journey Map

…A Customer Journey Map is used to better understand the entire customer experience and to highlight areas where improvements are needed, thereby helping your organisation to become more customer

Research Services

Customer Experience Management

…Putting the customer at the heart of your business is essential. Failing to act on the feedback they give you is a missed opportunity. The customer truly is king,…

Research Services

Customer Loyalty Research

…ask the right questions and devise techniques to obtain the right answers. Contact Us > To learn more about how we can give you the edge in customer loyalty…

Research Services

Lost Customers / Potential Customer Research

…The probability of selling to an existing customer is 60 – 70% whereas the probability of selling to a new prospect is 5-20%. So, if customer retention or customer

Thought Leadership

Loyalty – How To Win Devotion From Your Customers

…Everybody is talking about loyalty nowadays. It is not that customer satisfaction has fallen by the wayside; rather it is that businesses recognise that a satisfied customer isn’t necessarily…

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