In the maelstrom of customer experience, the customer journey has become an increasingly popular tool with which to look at services from the customer’s perspective. How does a customer click through the website? What emotions are felt during the journey? What are the most important steps in the journey? All questions which require different applications […]
It’s now been eight years since I initiated customer signals management, and it’s awesome to see it implemented by many large organizations. And that there are even vacancies advertised for customer signals management. But those same organizations almost all struggle to get customer signals management successfully off the ground. This blog explains my vision on […]
I believe the switch to thinking in and steering from customer journeys to possibly be the most important challenge faced by organizations today. They have not been designed for this structure, and the customer-centric approach regularly requires them to think outside of their own boxes. And that is tricky these days, with all the existing […]
In yesterday’s blog I described how you can simply apply customer journey steering in practice, in 7 steps. However, you require many other disciplines within your organization in order to do so successfully. So how does it work? This blog gives 7 tips to help you spread the enthusiasm within your organization. 1. Convince the […]
