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 ...

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 ...

There’s no one single way to create a customer journey map. See how brands are approaching journey mapping today in strategic, emotional and goal-driven ways. What’s in your abandoned cart? From a ...

When trying to determine all of the touchpoints firms have with their customers it is a good idea to have an overall customer journey map which shows all the important points on your clients path to ...

Online shopping is a dynamic experience for customers, sparked by the awareness of a specific need or desire. As explored in “Mapping the customer journey for SEO and marketing success,” understanding ...

In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

Ask any business leader and they’ll readily agree that offering personalized, compelling and consistent digital experience is paramount to distinguishing their brand and building sustained growth. Not ...

Just how important is it that businesses understand how customers interact with or feel about them, or be able to identify the "moments that matter" in customer interactions? Well, without that ...

Content marketing has always been about helping a target market build a stronger connection with a brand. When done effectively, the end result is a stronger pipeline, more leads and more revenue for ...

This article builds on my previous one, emphasizing the importance of aligning SEO with the customer journey, specifically for companies that provide software as a service (SaaS) that market to other ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...