You’ve got buy-in… all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it. Awesome! Now what? It’s time to get all of your key stakeholders into a room and […]
Tag: personas
Using Personas to Enhance the Customer Experience
Today we’re pleased to share another guest post by Keenan Samuelson of E Source. This is part two of a two-part series on personas. In part one, we explored the steps to create a customer persona. In part two, we’re exploring some of the ways CX professionals can use customer personas to improve CX. Now […]
How to Create a Customer Persona
Today we’re pleased to share a guest post by Keenan Samuelson of E Source. This is part one of a two-part series on personas. Do you really know your customers? It’s easy to confuse the data that you’ve collected on a customer with the actual attributes of the customer. But metrics, measurements, and averages don’t […]
7 Deadly Sins of Journey Mapping
On Thursday, February 26, 2015, we hosted a webinar about the 7 Deadly Sins of Journey Mapping. Host: Bryan Surface, EVP, Global Sales, Touchpoint Dashboard Presenter: Annette Franz, Vice President, Customer Experience, Touchpoint Dashboard If you attended and want to watch the webinar again – or if you simply missed the webinar – take a […]
Do You Know Who Your Customers Are?
Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on April 4, 2014. Do you really know who your customers are? Do you refer to them – or talk about them – as “target segments” or “target customers” or “target demographics?” Guess what? Your […]