If you and I communicated recently (say, last 1-2 years) in any way – talked, emailed, came to a panel or keynote of mine, or are just lucky enough to be my client – you know how much I — er, “love” customer journey mapping (CJM).
I have spent much of the past decade writing, consulting and speaking about the top part of the consumer diagram. All the stuff about demographics, lifestyle and the other things that distinguish one older consumer group from another.
Here's a couple of things that, in my experience, you probably best stickto a wall in the room where you are painting the picture of your Customer's Journey. Somehow we seem to forget when busy. Let me know what you think, or add yours in the comment section below!
What is customer experience? And how do we improve it?
Andrew Mounier of CMO Brain recently asked to interview me so he could pick my brain about customer experience, and I happily accepted. Any time someone wants to talk about customer experience - any opportunity to continue to spread the word about its importance - I'm up for it!
I kicked off 2015 in a big way. Isn't that what a new year is all about?! Every year is a new year to get it right - on a personal or professional level and/or on an organizational improvement level, i.e., employee and customer experience.