Having laid out the foundation of customer journey mapping in a previous article, we now delve into the necessary management and maintenance steps. Now that we’ve laid out the foundational steps for ...

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 ...

Recently, the discussion of customer experience and experience design has been omnipresent, with marketers hyper-focused on creating the best experience for customers, thus competing not only within ...

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 journeys and emotional experiences turn satisfied customers into outspoken brand promoters. Customer loyalty isn’t just earned through rewards programs or sales-driven perks—it’s built ...

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 ...

Conversion funnels are essential for any business looking to maximize sales and drive customer engagement. By analyzing each step of the funnel, companies can identify opportunities to optimize their ...

In the retail ecosystem, securing and cultivating customer loyalty is not just a strategy; it's a vital lifeblood for sustained growth. With the cost of acquiring new customers outstripping the ...

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; ...

Remember the early days of getting directions online? You'd go to a site like MapQuest, put in your start and end points, and print out 10 pages of turn-by-turn directions. It worked great... until ...

As vaccinated millions step tentatively back into an in-person economy poised for growth, the relationships they had with companies they preferred before will resume — but on a trial basis. Spending ...

Your CU Boulder Customer Experience Certificate provides you the differentiating factor. It proves that you have completed all modules, as well as the cumulative Capstone Project. You'll walk away ...