by Sam Klaidman | Mar 7, 2016 | Customer Loyalty
A recent Google search of the term “Customer Journey Maps” (CJM) turned up 5.3 million results. This indicates that journey mapping is widespread and is probably getting more popular every day, So I decided to share some of the limitations of journey mapping with you...
by Sam Klaidman | Dec 14, 2015 | Customer Loyalty
Introduction We all collect lots of data. We all have financial and operational data; many also conduct satisfaction and loyalty surveys. We tend to look at each data set as a separate entry or as part of a close set like satisfaction and loyalty. Interesting, but the...
by Guest Author | Oct 26, 2015 | Customer Loyalty
Note: This is a guest blog from my friend Adan Ramshaw, Director of Genroe Pty Ltd. in Sydney Australia where he frequently facilitates customer journey map workshops. I have been running customer journey mapping workshops for our clients for many years. In the last...
by Guest Author | Oct 12, 2015 | Customer Loyalty
Note – This guest post by Dennis Gershowitz was originally posted on 10/1/15 on TSIA’s Inside Technology Services
Background About six weeks ago, I shipped a piece of art via a highly reputable shipper. I will spare you the details of this poor customer experience;...
by Sam Klaidman | Oct 5, 2015 | Customer Loyalty
When I was learning about customer surveys, I was taught that if you do not plan to take action on what you learn from a question, then don’t ask it—it made sense to me. However, now I believe that many people do not use any of the information obtained from...
by Sam Klaidman | Apr 6, 2015 | Customer Loyalty
This story is about how a great service recovery saved my sanity! When in a hospital, we expect great care from the medical team. What about the behind-the-scenes support folks who have nothing to do with drugs, surgeries, or food service? I have a story to share...
