Understanding customers and their needs is something every business strives to do, but gaining true insights into consumers and their behaviour is not always easy. Much like a buyer or user persona an empathy map represents a specific customer segment and aims to gain a deeper insight into the things that are important to them. […]

Every business is based on the efforts of people who are working in different departments. Ever heard that a company is working on the manufacturing only and not packaging?. Ever gone through any literature which explains that there has been no follow-up on the marketing strategies by a company which is related to the production […]

Over the past few decades customer expectations have increased significantly. Poor customer experiences and service is no longer tolerated, brand loylaty has eroded and consumers have more choices then ever before. Purchasing habits have been revolutionized by technology and customer interactions have become more complex. Experience mapping is a strategic process of capturing and communicating […]

One of the biggest challenges faced by any business is how to improve customer experiences and levels of service.  To improve the quality of customer service, it is important to gather relevant data related to the customer journey and key touchpoints. However, this is not always easy and it’s difficult to get real-time feedback. Planning […]