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Customer Journey

Your Strategy and a Customer’s [Business] Journey

Your Strategy and a Customer’s [Business] Journey

When crafting corporate strategy, make sure to account for shifting customer [business] journeys.

Andrew McFarland 11 October 202028 September 2020 Best Practices No Comments Read more

Customer Journey Mapping – Walking in the Customer’s Shoes

Customer Journey Mapping – Walking in the Customer’s Shoes

The way one analyzes a customer journey impacts customer experience delivery. Your point of view (POV) profoundly changes how you deliver a customer experience.  Let’s look at an example. Read this quotation about marketing to Generation Z. Marketers are trying

Andrew McFarland 5 September 20179 August 2017 Customer Journey No Comments Read more

Back to School: Customer Experience 101

Back to School: Customer Experience 101

In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles.  In the spirit of “back to school” here is the “course content” to achieve the impossible.   Course Description: A comprehensive overview of the

Andrew McFarland 22 August 201722 August 2017 Best Practices, Customer Experience No Comments Read more

Bridging the Gap between Terrible and Excellent Customer Experiences

Most customer experience professionals would rather invest time in creating an amazing experience, than spend time recovering from ill-designed or poorly executed customer journeys. All the good intentions in the world yield very little if the journey leads to the

Andrew McFarland 17 May 201618 May 2016 Customer Experience 1 Comment Read more

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Trending Recently

  • Job Fit Critical for Employee Engagement
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Latest Posts

  • 2021: The Right Time for New Beginnings 3 January 2021
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  • Your Strategy and a Customer’s [Business] Journey 11 October 2020
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