This article introduces customer journey mapping (CJM) in the context of customer experience management. It looks at what it is, why we should do it and the approaches that can be used to undertake this. ...
Customer satisfaction and customer centricity have moved up on the agenda for most companies. It has become clear that a company should not produce to sell, but to satisfy the needs of customers and potential customers. In order to measure, track and ...
The growing trend to switch focus from Customer Service or Customer Relationship Management to Customer Experience and Customer Experience Management is a smart one. ...
In this white paper, we look at how putting the customer at the heart of your business can deliver an exceptional customer experience, and ultimately boost profits, along with some of the typical approaches for conducting customer experience research ...
Two questions are at the heart of business to business marketing – how do people make choices in favour of one supplier rather than another, and how can we push aside an incumbent supplier and break into a new account. This paper addresses these tw ...
In examining the customer experience of over 500 b2b brands, we identified a step-by-step process to achieving b2b customer experience excellence that applies to virtually all b2b brands. ...
This whitepaper introduces the subject of ethnography, an increasingly popular means of getting closer to the lives and behaviours of customers by observation. Put simply, it is living a day in the life of customers by wearing their shoes. ...
Market research, and asking questions in general, has the power to drive customer behaviour. This is known as the question-behaviour effect. The purpose of this white paper is to explore how it works and the advantages that can be gained from this. ...
Tracking performance and positioning is a key element of any successful brand strategy. Here are 10 important steps to follow to ensure a successful tracking programme. ...
Generational differences between Baby Boomers, Generation X and Millennials is a hot topic. What does it all mean for B2B marketing and business strategy? ...
