Customer Journey Maps


Follow the customer, if they change… we change. — Sir Terry Leahy, Chief Executive, Tesco plc The Customer Journey is the complete sum of experiences that customers go through when interacting with your business and brand. Instead of looking at just a part of a transaction or experience, the customer journey documents the full experience of …

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Putting the Customer into your strategy


Customer service has become the core of everything we do – it’s not even a customer service strategy, it’s our business strategy” Ashok Vaswani – Barclays   It’s that time of year when organisations start completing the budget and strategy plans for the year ahead. Many of these plans will have exhaustive detail on market …

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