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The elements of a successful customer journey map defined. A thoughtful customer journey map helps marketers get into the mindset of their customers. They serve to cultivate a better understanding of ...

In the article, Undercover boss: How to mystery shop your business to improve results, the very first step to creating your very own mystery shopping program was to get into the details and implicitly ...

Customer journey maps are a popular tool to improve customer experience. Here’s how to get the most from them alongside techniques such as customer journey analytics. Understanding customer priorities ...

Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do? Voice of the customer and customer journey maps are ...