Mapping Emotion in the Customer Journey (2-3min) As a follow up to Alex’s recent article on Customer Journey Mapping, this week she takes a deep dive into mapping customer emotion …
Mapping Emotion in the Customer Journey
In my last published article, Customer Journey Mapping, Understanding how customers think, feel and experience, a number of Quickbite readers wanted to know more about how to capture emotion and …
Customer Experience News 213: Big Aussie Brands Choose Customer Centricity, Don’t Be Dazzled by the Dashboards and Is CX Worth It?
Big Aussie Brands Choose Customer Centricity (1+ min) We couldn’t resist sharing this as our lead story this week. A new report shows that Qantas, Telstra and Westpac led with …
Customer Experience News 212: Customer Journey Mapping Goes Deep, Data Visualisation and The Master Departs
Customer Journey Mapping: Going Deep (3-4min) In Alex’s first opinion piece for 2021 she takes a deep-dive into customer journey mapping. Alex argues that even with the availability of sophisticated …
Customer Journey Mapping – Understanding How Customers Think, Feel and Experience
The CX leader’s playbook is now brimful of methods, tech and tools to understand customers and their experiences. For many though, deep understanding; how customers think, feel and experience remains …
Customer Experience News 211: Welcome Back!, Mission Possible, Confusing Employees with Customers & Brand Advertising; From Preservation to Perseverance
Welcome Back! It’s our first edition for 2021 and whilst we continue with ‘business-un-usual’, it’s great to hear renewed energy and optimism in conversations with other CX folk. The new …
Customer Experience News 210: CX Leadership, CX Trends for 2021 and Joe Pine on the Evolution of Experience
CX Leadership – Until We Meet Again (3min) What a year! Looking ahead Alex asks, “… will the positive momentum turn into a movement that’s sustained or will we simply …
CX Leadership: The Last Word
I think we’ll all breathe a collective sigh of relief when we kiss 2020 goodbye. But just as this year has been like no other, so will next year, 2021, …
Customer Experience News 209: Closing the In-Moment Feedback Gap, Bold Experience Management Moves for 2021 & Customer-Centric Transformation
5 Ways to Close the In-Moment Feedback Gap (3min) Last week Alex posted this question on her LinkedIn profile, ‘When a customer makes a discrete complaint in an informal way, …
CX Q&A: How Do You Deal With In-Moment Customer Feedback?
Last week I posted this question on my LinkedIn profile, ‘How do you deal with in-moment customer feedback?’ What surprised me was the number of responses to this problem and …