A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

An experience map is a representation of your customers' experience in their different interactions with your company. The representation can take the form of a series of sticky notes, a flow diagram, ...

Have you ever filled out a questionnaire too quickly? Perhaps it was a situation where you knew the correct answers by rote and started writing—only later to realize that the questions were nuanced in ...

For many companies, the particular products and services they produce are no longer enough to differentiate them from the competition. Differentiation must therefore be derived in some other way. One ...

A growing number of B2B businesses are claiming to be customer-centric – but before you add, “we put our customers at the heart of everything we do” to your core messages, is your customer experience ...