ShepHyken

APRIL 28, 2024

While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. I came up with the concept of “Micro Data,” which is about very personalized information about a smaller set of customers. Connect with Shep on LinkedIn.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service e-support 71

ijgolding

JUNE 9, 2015

Uses customer insights to define and prioritize experience requirements and opportunities for improvement. Uses journey mapping to improve most relevant moments of truth. Identifies interdependencies across people, process and technology that impact design of the customer experience.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Ian Williams

MARCH 19, 2020

But I’ve done both… two different ways of doing Customer Journey Mapping as an information gathering exercise. The large advertising agency, brand agency, one of the biggest in the country saw that as a threat. And I think that’s something we can both agree with. Christopher: Yeah. Ian: Oh really?

Leadership 52

Leadership Consulting Financial Video 52