The Benefits of a Customer-Centric Culture
What does a customer-centric culture look like, and what are the benefits of designing such a culture? Customer-centric companies put the customer at the center…
Tag: Customer Journey Mapping
Understanding friction and reward in customer experience
In this interview with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus reward. Richard and Rocky…
Habituation and the risk to customer experience
I watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called…
Why bother with customer journey mapping?
It’s a powerful technique, but only under certain conditions Be honest now: if I were to ask you where your customer journey maps are kept,…
