When we look at customer journey mapping it is important we take into account the digital steps in our clients' journies. So ...

Your customer journey map should highlight the emotions and needs of your customers, identify the reason why they feel this way, and explain how and why your offering is the solution.

Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

A user journey map doesn’t have to start inside your product — it can start in the mind of a prospective user, Siwak said. Take the journey of a would-be traveler on Rocketmiles: “You’re sitting at ...

Key Points A customer journey map is a visualization tool showing how someone engages with your product. A process map ...

Customer journey mapping needs to be a core strategy for every business today. CXM Is Not CRM The first thing to understand for customer journey mapping, and for CXM as a whole, is that it is ...

Customer journey mapping is similar — each group has a part of the problem, and their own view on it. It takes someone to sit down and put it all together, ...

Proper customer journey-mapping relies heavily on buyer personas that present an insightful view into the minds and behaviors of your target audience. They are archetypes and demographics of a ...

To stay focused, adapt the customer journey map and where SEO fits within your business model, whether B2B, B2C, or retail. Optimizing for search throughout the entire customer journey.

Poor customer experience can cost your company millions. $1.6 trillion: That’s not the GDP of a nation. According to Accenture, it’s the amount of money businesses in the U.S. lost in 2017 due ...