We put together this deck to help explain the powerful tool that is Customer Journey Mapping. We have over 50 combined years of experience conducting mapping exercises with our clients, yet for many it`s still a very new concept. Here is the best of our …
Valerie Peck
Noted Customer Experience expert Martha Rodgers, Ph.D. joins SuiteCx
Oakland, California – April 17, 2014 Martha Rogers, Ph.D. has joined the Board of Directors of suitecxTM, Inc., a SaaS based customer experience management software company, as Chairman. Dr. Rogers, a renowned expert in customer relationship management for over 20 years, joined the Board just …
Valerie Peck
Best Practices in Customer Journey Mapping
Click here to view SlideShare Journey mapping has become an essential tool to every customer experience program. This document highlights some best practices to take into consideration before undertaking a journey mapping exercise.
Valerie Peck
Best Practices in Customer Journey Mapping
Journey mapping has become an essential tool to every customer experience program. This document highlights some best practices to take into consideration before undertaking a journey mapping exercise.
Valerie Peck
No Pain(point), No Gain
Years ago when I started out in my Customer Experience improvement career, a friend gave me a book entitled A Complaint is a Gift. It was one of those single-message books that really only require a skimming to get the point. As I look back …
Valerie Peck
When Customer Policy clashes with Customer Reality
If you work with customer facing personnel you have likely heard something like: “Well, what I did was bend the rules, and made my customer happy. Just because the system wouldn`t let me give her cash back, that didn`t mean I couldn`t do a cash …