Customer Experience
This omnichannel customer experience example shows how even Amazon can botch the handoff from one channel to another. When Amazon's reality ... READ MORE »
Customer Experience
In the debate of marketing workflow vs customer journey, the two are not the same, and confusing them is a trap. A customer journey maps ... READ MORE »
Customer Experience
Setting customer expectations is one of the simplest ways to soften an unavoidable bad experience. When Uber knew Halloween surge pricing ... READ MORE »
Customer Experience
Overcoming fear of design starts with recognizing that fear, not a lack of ideas, is what holds organizations back. Just as fear once froze ... READ MORE »
Customer Experience
The evolution of customer experience into a real business discipline traces back to three events clustered around 2006 and 2007: the launch ... READ MORE »
Customer Experience
Design Thinking vs Design Doing is a familiar split, but there is a third space in between. Design Thinking is the strategy and framing; ... READ MORE »
Customer Experience
The role of customer support in customer experience has grown well beyond fixing problems. Customer support is no longer just a safety net ... READ MORE »
Customer Experience
Customer experience vs customer service comes down to where you invest. New survey data shows people dread customer service so much that ... READ MORE »
Customer Experience
I’m a strong proponent of including a short description of the customer persona on each journey map. (Otherwise, how do you know whose ... READ MORE »
Customer Experience
A customer experience map, also called a customer journey map, documents what your customers actually go through as they interact with your ... READ MORE »
