Covid-19 has changed the economy dramatically over the past two years. Businesses must adapt to survive a post-pandemic future in 2022. Be prepared. Over the …
According to IWFM, CX is a combination of customer care and customer service. It follows the end-to-end journey a customer is taken on, combining all the physical and emotional elements and attributes within service & care at every step of the way.
More content is not always a good thing. I once worked for a company that had over 30,000 pieces of content, most of which was introduced to the target audience in one fell swoop with no strategic plan. Only 2% of that content was ever viewed.
The new market reality is that without a creative DX and CX strategy, brands may not survive, and government agencies may lose opportunities to improve lives in the communities they serve.
Customers nowadays expect a consistently positive experience when interacting with companies, products and services. If organizations really desire to meet or exceed these expectations, they need to rethink and adapt the outside-in perspective. In other words, they need to walk in their customer’s shoes and understand how they are really experiencing the customer journey and what they are feeling at each transactional touchpoint.
four strategies to ensure simplicity is baked into every aspect of the customer’s journey: identify and communicate what simplicity means to your organization, look beyond product development to find ways to simplify throughout the customer journey, embrace internal complexity to achieve external simplicity, and remember that while simplicity is often necessary, it isn’t always the answer.
The benefits of customer journey maps – static and living – can be transformational for both your organization and your customers. But your maps won’t lead to an increase in customer loyalty or company earnings if your journey mapping process is flawed.