Imagine it is 2025 – How’s Your Customer Experience?
What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away. As a consultant to Fortune 500 companies, I have had the privilege of…
Optimal Customer Visioning
If you read my blog with any frequency, you’ve likely seen one of my many posts on the do’s and don’ts of customer journey mapping (e.g., Three Keys to Effective Customer Journey Mapping and What is Persona-Based Customer Journey Mapping?) Persona-based customer journey mapping is a favorite topic of mine and has proven to be an…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
