Customer Success
Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst ... READ MORE »
Customer Journey
We're often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. Here's my ... READ MORE »
Customer Success
The strongest customer success retention strategies share one idea: stop hunting for new customers and start farming the ones you already ... READ MORE »
Customer Experience - CX
Companies that want to improve their customer experience often struggle with where to start. The answer, often, is at the beginning. I ... READ MORE »
Customer Experience - CX
Loyalty program earning schemes, the rules for how customers earn points, status, or rewards, do more than track spend. They shape how ... READ MORE »
Customer Success
Loyalty program rewards, the outputs customers get for their business, range from simple discounts to flexible points and status-based ... READ MORE »
Customer Journey
A customer journey content strategy uses a journey map to decide what content to create and when, matching it to what customers need at ... READ MORE »
Customer Journey
The journey management framework organizes customer experience work into three phases: Discover the journey, Design the journey, and ... READ MORE »
Customer Experience - CX
B2B customer journey mapping follows the same process as B2C, with two key differences. First, B2B personas are defined by job function or ... READ MORE »
Customer Experience - CX
To scale service design with technology, stop reinventing the wheel and assemble services from building blocks that already exist. Giants ... READ MORE »
