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

    … 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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