September 22, 2015 Marketing Hope Employees model examples set by your decisions. Customers need to know you act on their words. Give them good examples to follow. This is marketing hope. Read Full Post
September 17, 2015 Keep it simple – touchpoint mapping My recommendation to touchpoint mapping is to keep it simple and capture the set of initial priority touchpoints along the customer journey. Read Full Post
September 15, 2015 Name Your Customer Journey Stages When you take on journey mapping, make your first action gaining agreement on the names of the stages of your customer journey. Read Full Post
September 10, 2015 Align Around Experience to Transform Accountability Alignment around experience (CX competency 2) is more than touchpoint mapping, it’s a way to transform accountability and the language of leaders. Read Full Post
