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customer journey mapping
Customer journey mapping vs process design: Do you know the difference?
02/02/2012 - 01:06
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4 comments
Why are they so important to the customer experience - and how do they differ?
Tesco's iPhone app: Why understanding the customer journey will win fans
09/03/2011 - 08:53
Adrian Swinscoe explains why Tesco's iPhone app could appeal to a customer group that it may not call core customers.
Mapping out customer experience excellence: 10 steps to customer journey mapping
12/03/2010 - 04:54
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6 comments
How can CJM improve the customer experience and how do you create a customer journey map?
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