Marketers of the biggest brands will tell you that customer retention plays a key role in the profitability and growth of companies.
Your product or service revolves around your customers and their experience. So when they use your products, how do you know if they’re satisfied with them? Or if they’re dissatisfied?
Success Chain’s Jason Whitehead explains why the advent of the subscription business model and the explosion of the customer success discipline has redistributed the power in the customer-vendor relationship.
Our world is changing rapidly, and so too are consumer expectations. Therefore, if your business wants to continue to add real value and solve customers’ problems….
Technology has caused a shift in many aspects of life over the years. It has given us the ability to connect with each other quickly…
A journey map is a visualization of the process that a person goes through in order to accomplish a goal. In its most basic form, journey mapping starts by compiling a series of user actions into a timeline.
There are millions of digital products around us, but most of them do not have their own face, and have no story, all of which makes them boring and confusing.
A journey map is a visual representation of your end-to-end customer experience. Think of a journey map as a diagnostic tool. In this light, customer journey mapping tools include a variety of communications methods that empower the “customer experience doctor” to present the diagnosis to stakeholders in an easy-to-understand way.
Here’s a question for employee communicators: If companies with a laser focus on customer experience can outperform those that don’t, shouldn’t you focus your comms strictly through the experience lens of your customers — your employees?
Organisations have long relied heavily on behavioural data to segment their target markets. But audience segmentation and customer journey planning of the future will demand more from marketers. They’ll need to know who their audience is and what inspires them as individuals.