How to Start Customer Experience Planning in Just One Day

Posted by Garret Drexler on 7/20/17 1:45 PM

Marketers are inundated with tools, techniques, and best practices for evolving their customer experience (CX). The overabundance of ideas can leave some clients frustrated by one crucial question: “Where do I start?” We know; implementing changes in your organization is daunting at the beginning.


Topics: Customer Experience/Customer Journey

3 Things to Look for in a Customer Experience Planning Partner

Posted by Garret Drexler on 7/6/17 4:14 PM

Picture this: You’ve given careful thought to how your customer will move from point A to point Z. You’ve based your planning on the customer journey you imagined. And then...surprise! Your customers are wandering right off that path and reaching point Z in a way that never occurred to you.

Maybe this even sounds familiar, or speaks to you loud and clear. So, why is this happening?


Topics: Customer Experience/Customer Journey

Data Matters in CX Planning…Until It Doesn't

Posted by Garret Drexler on 6/1/17 10:43 AM

The first step of customer experience planning should always be data analysis. The slicing and dicing of years and years of complicated data may sound cumbersome, but it’s incredibly valuable. Some of that data is structured and easily quantifiable, such as sales data, CRM, transactional data, and customer demographics. Much of it is unstructured, like website discussion boards or social listening.

Together, the structured and unstructured data gives us the lay of the land by determining the number of different journeys your customers may be on with your brand. Data defines the long-term value of each journey, tying each customer to their revenue stream and allowing us to prioritize the customers who provide the most value or customers whose experiences need the most help. 

But we can’t use customer data analysis alone. 


Topics: Customer Experience/Customer Journey

4 Tough Questions to Ask Yourself About Your Brand

Posted by Stephanie Zanin on 5/24/17 10:37 AM

Working on a particular brand or brands day after day, we become attached to them in ways that others may not be. It’s a natural human response when we’re invested in the work we do.

However, for the sake of the brands that we build and hope to continue to build, it’s important that we pause from time to time to objectively ask some big, tough questions.


Topics: Brand Planning/Strategy, Customer Experience/Customer Journey

How Good CX Planning Will Impact Your Business

Posted by Garret Drexler on 5/18/17 12:56 AM

People are empowered with tools for learning about, finding, and purchasing products like never before. And even beyond the purchase, the incentive to share their experience of a product or service has never been higher, nor the capacity to do so easier.

Brands and businesses are fast learning that, rather than just reacting to the journeys that consumers devise for themselves, there's a role for them in shaping their customers’ path to engagement. They know they must define, design, and refine their customers’ journeys to attract them and keep them.

But, how?


Topics: Customer Experience/Customer Journey

Subscribe to Our Blog:

Recent Posts

Campos Campos Campos