The Vikings of old were famous for using early maps on their voyage but Pillage and Burn may not have been the best strategy for gaining a high reputation for customer service and their repeat visits were not viewed with any enthusiasm! However the Vikings of today, Vikings River Cruises that is, also use maps […]

Reposted from cx-journey.com By Annette Franz, CCXP Today I’m pleased to share a guest post by Fred McClimans, Partner, McClimans Group. In this post, Fred addresses the challenges faced today in aligning your operations to the way your customers discover, engage, purchase, use, and discard your product, and outlines five steps you can take to stay […]

Reposted from mycustomer.com By Arne van Oosterom Customer journey mapping could hold the key to analysing and improving the customer experience. Only recently a report from the Cabinet Office recommended CJM for authorities to provide a more efficient and cost-effective service. Arne van Oosterom outlines how it can help organisations – and lists the 10 key ingredents to […]

Reposted from Huffpost Business By Shane Paul Neil In 2012, Sephora decided to make major changes to improve customer experience both in its in-store and online platforms. The company looked at its current customer interactions and realized that shoppers took a multifaceted approach to purchasing the company’s beauty products. The company needed to integrate the […]