Mapping the Customer Experience Journey in the Internet Age

Customer Experience Journey Map

Creating an exceptional customer experience requires time, effort, and attention to detail. It’s critical to understand customers, customer expectations, and have the right process to ensure that service delivered exceeds service expectations. Customers want more than just words and pretty pictures. Customer Journey mapping is an integral part of customer experience design. Customer journey maps […]

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How To Use Customer Experience Data to Improve Customer Service

Customer Experience Data

The divide between mature and immature companies isn’t based on the amount of budget dedicated to customer service or experience, but rather the attention given to gathering customer data and acting on customer insight. A survey of companies and agencies translating experience data to customer service action was a key differentiator between companies succeeding in their business […]

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Do You Know Exactly What Customers Want From Customer Service?

Customer Experience Data

80% of companies say they deliver “superior” customer service, but only 8% of customers think these same companies actually deliver “superior” customer service. Though most brands believe that their customer service is adequate to keep their customers happy, it’s clear that most customers feel otherwise. When a person purchases products or services from a brand, the […]

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Customer Service Nirvana: Why You Should Never Wait In Line Again

Customer Service Wait Time

Waiting in line is the ultimate dread for any customer working with customer service. The epitome of customer service excellence and what I consider customer service nirvana is the ability for an organization to achieve a level of customer service perfection where customers no longer have to wait in line. When we started DigiCert, a […]

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