How to Create a Customer Journey Map: Mapping Your way to Customer Centricity

Have you ever had an unforgettable experience… that was bad? I remember traveling with my young boys. It was 3a.m. and I was pushing my infant son in the stroller and pulling my half-sleep…

2018 Top 7 Customer Experience KPIs

Let’s be honest, your hands tremble each time you walk that performance report down the long hallway to the C-Suite, fearful that the subpar customer experience Key Performance Indicator (KPI) results may cost you your annual bonus, or much worse, your job. Well…

How to Design a Persona: Protect your Customer Experiences and Profits

Customers are not numbers and customer experience is not a one-size-fits-all. Many companies treat their customers the same no matter their needs and expectations. The only way for customers to reach “human”…

11 Steps Towards Customer Centricity

Customer centricity is more than a buzzword for boardroom discussions or social sites. It requires more than the pop-up Customer Experience divisions with freshly appointed CX Officers who have no clue what it all means.

Zappos Proves to be Customer Centric Once Again: A Chat About Slippers and Cancer