Optimal Customer Visioning

Optimal Customer Visioning [Infographic]

Over the past decade, I began using customer journey maps as a way to envision the optimal future customer experience. As part of SWOT analyses and other strategic planning activities or as a free-standing tool, I often work with leaders to not only see the current state of their customer experience and their initiatives to drive incremental…

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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…

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