by Amit Garg | Jul 18, 2018 | Analytics, Blog, Journey Mapping
Customer experience (CX) has come a long way in a short time. Most people hadn’t even considered CX as a way to enhance customer engagement, differentiate their companies or leverage customer journey maps to improve their CX. Now we see many companies using customer...
by Anthony Sanchez | Feb 21, 2018 | Analytics, Blog, Journey Mapping
Some of the best insights come from analyzing customer data in a new way. Many companies have years’ worth of customer survey data, much of which has only been given a cursory review by the marketing team. Imagine the possibilities if your company was to take this...
by Anthony Sanchez | Mar 7, 2017 | Analytics, Customer Centricity, CX 101, Journey Mapping
Executive Overview At some point during the implementation of your Customer Experience (CX) strategy and plan, you will be asked to show a Return on Investment (ROI). Usually most CX programs begin with a “belief” that improving the customers’ experience will have...
by Anthony Sanchez | Feb 8, 2017 | Analytics, Customer Centricity, CX 101
A common question about customer surveys is, “What is the most effective method to survey my customers…telephone interviews or online surveys?” Both survey methods have their place in B2B and B2C market research. The choice of method depends on the project objectives,...
by Anthony Sanchez | Jan 12, 2017 | Analytics, Cultural Change, Customer Centricity
They may forget what you said — but they will never forget how you made them feel. This statement coined by CARL W. BUEHNER in 1971 holds today as much relevance as ever. As a customer, you might experience countless interactions with your service providers;...
by Anthony Sanchez | Jan 12, 2017 | Analytics, Customer Centricity, Expert Guidance
Customer Service has become a huge differentiator for most companies who want to be perceived as ‘customer focused’ and ‘customer friendly’. How companies acknowledge, respond and resolve customer feedback and issues will find themselves...
