Today’s buyers have more ways to interact with businesses than ever, but this doesn’t always translate to a positive customer experience.This paper from Silverpop, an IBM company, shows how customer ...

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 to ...

Keeping up with the modern consumer’s changing tastes can be a challenge, but business depends on it. Customers are interacting constantly with brands across multiple channels and platforms, with many ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

Required Reading: Journey Mapping Must Bring Customer-Focused Change In their new book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim ...

According to Watermark Consulting, customer experience leaders obtain returns up to 80% greater than customer experience laggards and yet more than half (55%) of senior marketers said they were not ...

Consider the first pioneers exploring the new frontier as they made their way across the country in the 17th century. They had no maps to guide them. For the earliest ...

When was the last time you went somewhere new without a map? How lost did you get? Since the advent of smartphone GPS navigation, it’s become startlingly clear how much easier maps make our lives.

A 2019 Gartner survey reported that 82% of organizations had created customer journey maps. That figure is probably higher now. Customer journey is a term tossed about as liberally as confetti at a ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Opinions expressed by Entrepreneur contributors are their own. We’re entering an age where businesses are all about the customer. Companies are noticing they must treat users like royalty through ...