Customer Journey

Journey Maps – obsolete!

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Or: I know how to deal with my customers – Journey Maps are a waste of time! Summary: You think you deliver great customer service because you have your “customer heart at the right place”. But in today’s business world this might be no longer sufficient to run your business successfully! (3 minutes read, audience: […]

Customer Journey

Customer Journey – Not for Start-Ups!

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Summary: When you are about to launch your new product, you should have mapped your Customer Journey. If done well, you create positive interactions with your customers, which is ultimately your ticket to increase customer retention! (5 minutes read, audience: beginners to Customer Experience & Success) Have you ever been to New Zealand? If yes, […]

Customer Success

Customer Success – A Buzzword! (?)

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Summary: I get the impression that nowadays everybody is talking about Customer Experience & Success. Although some reactions were less positive and therefore very surprising. So let’s understand why Customer Success matters.(4 minutes read, audience: anybody interested in Customer Experience & Success) These were some of the reactions I got when I spoke to business […]

Customer Success

CS100 – Innovator of the Year Award

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Summary: Congratulations to Boaz for a great presentation about our idea of a new concept called Customer Maturity Index (CMI) at the CS100 conference – and for winning the Innovator of the Year Award with this topic! Wahoo!  (2 minutes read, audience: experts in Customer Success). The concept of CMI allows us to expand the understanding of retention […]

Customer Experience

The last time you got a WOW … ?

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Summary: We all experience customer service, we share with friends and family when we are delighted, and we tell probably the entire world when we get frustrated. This blog shares some experiences, good and bad of the last few weeks (3 minutes read, audience: anybody involved in Customer Services). Last week I attended a very ‘energy-rich’ […]