Terms associated with Journey Mapping Every discipline has its own set of rhetoric, catch-phrases and dreaded TLAs (three-letter acronyms). We thought we would take a moment to define some of the terms that are commonly used within the customer experience and journey mapping disciplines. 360 …
Valerie Peck
Guest Post from David Raab on suitecx
David M. Raab, marketing technology consultant and analyst, is Principal at Raab Associates Inc. His blog is named for the Customer Experience Matrix, a tool to visualize marketing and operational interactions between a company and its customers. He is also author of the annual Raab …
Anne Cramer
A Graceful Goodbye
I won’t let the door hit me on my way out If you love somebody, set them free. It’s not just a Sting lyric, but also a wise CX philosophy! Today was admin day, the day to deal with invoices, billing, etc. Leading a startup …
Valerie Peck
360 Degree Customer Experience Webinar
We are thrilled to be collaborating with Data University on various CX topics, the first of which features Valerie and our recent thought leadership on how to achieve a holistic customer experience.
Valerie Peck
Mobile Carrier Road Rage – a #sweetcx and #sourcx comparison
Sweet and Sour CX This is the first publishing in of a new program we are launching at suitecx to highlight customer experiences at a more personal level. Many of us work with story telling as a tool in our practices and companies but rarely …
Anne Cramer
Now What? Executing on your CX Strategy
I spoke recently at the Total Digital Experience conference in San Francisco on a topic we haven`t seen a lot of in the CX world: how to actually execute once you have a CX strategy/team/toolset in place. Here`s a link to the SlideShare, which includes …
Anne Cramer
Experience Mapping in Complex B2B Ecosystems
Valerie and I are hot off the conference trail, and we’re thrilled that Customer Experience Mapping is finally getting the attention it has long deserved. It`s gone from a “maybe” to an “of course!” in terms of strategic priority at many companies. At the CXPA …
Valerie Peck
No Pain(point), No Gain
Years ago when I started out in my Customer Experience improvement career, a friend gave me a book entitled A Complaint is a Gift. It was one of those single-message books that really only require a skimming to get the point. As I look back …
Valerie Peck
When Customer Policy clashes with Customer Reality
If you work with customer facing personnel you have likely heard something like: “Well, what I did was bend the rules, and made my customer happy. Just because the system wouldn`t let me give her cash back, that didn`t mean I couldn`t do a cash …
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