relational journey Archives

With customer experience design, functional is good. But don’t stop there – by Beth Richardson
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With customer experience design, functional is good. But don’t stop there – by Beth Richardson

Customer Journeys, Customer retention and loyalty, CX Professionals

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

"Focus on the whole journey, not just the transaction". In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose. The difference between a user story like the one above, and meeting a customer's overall goal. It is important to [...]

By Ian Golding|2017-07-14T10:02:10+01:00July 14th, 2017|Customer Journeys, Customer retention and loyalty, CX Professionals|0 Comments

Wake up, do stuff, go to bed, wake up again – understanding the true ‘end to end’ customer journey
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Wake up, do stuff, go to bed, wake up again – understanding the true ‘end to end’ customer journey

Customer Journeys

Wake up, do stuff, go to bed, wake up again – understanding the true ‘end to end’ customer journey

Have you heard the term 'customer journey'? Silly question eh? It is becoming increasingly difficult to find anyone in business who has not heard the term. Hearing it and understanding it do not necessarily come hand in hand though. Whilst many hear 'customer journey' banded about as a term, there is still a very long [...]

By Ian Golding|2015-04-13T13:24:04+01:00February 5th, 2014|Customer Journeys|2 Comments