Customer Understanding

  • 7 Tips to Get Started with Customer Journey Mapping

    … Customer journey mapping is the act of graphically portraying your customer’s experiences with your organization across major and minor touch points (times when your customer interacts with your organization or product). Journey mapping is a holistic approach to understanding the flow of experiences a customer has with an organization (highlight…

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

    … Jargon. Ugh! We’ve all heard it, done it, and regretted it after. Jargon is more than just lazy; it’s marketing air pollution. I call it “Jargon-Monoxide Poisoning,” and it costs you more than you think. Jargon is more than a turn-off to your prospects and customers. It hurts you and your credibility because it pollutes your message…

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