Perspectives
Journey Mapping And Employee Engagement
18 February 2016
SuiteCX Guest Article. One of the most compelling reasons to conduct a journey mapping exercise is to get employees in the room and find ways to make a positive organisational...
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One Cadillac or Six
03 February 2016
‘One Cadillac or Six?’ takes away the mystery of understanding and measuring ‘customer lifetime value’. We reveal how life time value can be the starting point for growing your...
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Loyalty Alchemy: Turning Points into Gold
02 March 2015
Using points to treat different customers differently is what we call CustomerScience®. Converting stored value into a proposition which is meaningful for each customer.
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What's the Big Deal about Journey Mapping
05 January 2015
Journey maps allow you to specify the possible peaks and troughs in the experience you are providing your customers. We also call these peaks the ‘Moments-of-Truth’ (MOTs).
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A Short History of Customer Experience (CX)
06 October 2014
Delivering a consistently good customer experience requires the execution of a hierarchy of sequenced requirements, analogous to Maslow's hierarchy of needs in that each level must be satisfied.
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