by graham@customerresults.com | Aug 30, 2018 | customer experience, customer journey map, customer persona, Digital Customer Experience Transformation, VoA, vob, voc
Since 1981 when JD Power issued the first U.S. Automotive Customer Satisfaction Index (CSI) Study people have been called at home (during dinner!), asked for their opinion in malls and shopping centers and by people knocking on doors and since the first ‘You Got Mail’...
by graham@customerresults.com | Jun 14, 2018 | customer experience, customer journey map, customer persona, Design, Digital Customer Experience Transformation, digital transformation, vob, voc
[cherry_row] [cherry_col size_md=”6″] FOR TODAY’S CXSWAT PROFESSIONAL (CX SPECIALISTS WITH ADDED TOOLS) SERVING TODAY’S ‘DIGITAL FIRST BUT NOT DIGITAL ONLY MULTICHANNEL CUSTOMER’ YESTERDAYS CX APPROACHES & TOOLS ARE INADEQUATE...
by graham@customerresults.com | Mar 13, 2018 | customer experience, customer journey map, customer persona, Digital Customer Experience Transformation, Digital Disruptoion, digital experience, digital transformation
“Despite the challenges we have experienced meeting our growth goals we have a customer intimacy program that is very successful, by continuing to do mostly the same things we always have in the same way we have our customers automatically self-select to those we are...
by graham@customerresults.com | Jul 7, 2017 | customer experience, customer journey map, customer persona, digital experience, digital transformation, goto market strategy, marketing strategy, vob, voc
Maybe it is because folks are heading into the start of 2018 corporate planning and budgeting season as summer moves on but the past 4 weeks seem to have been inundated with conversations that all revolve around the same key topics How can we address? ‘We think our...
by graham@customerresults.com | Apr 11, 2017 | 2017, customer experience, customer journey map, customer persona, digital experience, digital transformation
The competitive race to deliver on escalating customer experience demands is nothing less than a war. A war whose ‘weapons’ have become standardized, Persona Models, Audience Definitions, Customer Journey Maps, Customer Experience Blueprints, Roadmaps, Metrics such as...
by graham@customerresults.com | Mar 14, 2017 | customer experience, customer journey map, customer persona, digital transformation
We have seen a massive uptick in interest in Customer Journey Maps (and associated persona and auctioning models) by technology professionals in the last 6 months. Tech professionals who “no habla customer” and are talking to business leaders who...
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