How to Boost the Accuracy and Power of your Customer Journey Maps

How to Boost the Power of Customer Journey Maps shows how firms can increase the accuracy and power of their journey maps by using digital social data in practical new ways that almost all customer experience pros overlook. […]

Customer Success: An Experiential Business Application

Customer success and experiential social mediaCustomer success and experiential social media identifies three pitfalls that too often prevent customer success initiatives from attaining their potential for improving customer experience. In case you’re not familiar with the customer success movement, I outline its origins and scope, so you can appreciate the pitfalls and avoid them.

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