Customer Understanding

  • 7 Tips to Get Started with Customer Journey Mapping

    … in a variety of configurations and colors. Do not waste valuable energy worrying about the correct form, because it doesn’t exist. (In fact, customer journey mapping is not even the only name used for this process. Two others are service blueprinting and customer experience mapping.) Spend your time focused on identifying touch points and how they connect…

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  • Six Steps to Turn Jargon-Monoxide into Human Speak That Connects

    … their needs. That’s empathy and understanding in action. That’s a precursor to trust and better relationships with customers. 5. Keep It Short and Sweet People are busy. We are all busy. Being simple in wording and short in delivery respects peoples’ time and fragmented attention. That is one thing we all have little of these days – time and patience…

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