How “Traffic” Impacts the Transfer of Power in Business

Whoever controls the traffic wins in business. Over the last few years, this power suddenly slipped away from retailers and shifted to brands. Now this power is up for grabs and this time anyone can take it. Might as well be you and your business. Here are some tips for staking your claim.

How Ad Clutter Kills Even the Best Content

Mark Zuckerberg's announcement about major changes to the Facebook News Feed has created quite a stir. But when Customer Engagement is a top priority, companies make difficult decisions to improve it. Thankfully, those changes often result in opportunities that are more engaging to users and more profitable for advertisers.

How to Optimize Your Transactional Emails

One of the many benefits of Customer Journey Mapping is its ability to expose which touchpoints could bring immediate, radical growth when optimized. It might surprise you to know that some of the most profitable touchpoints to tweak are your transactional emails. Here are 4 reasons to optimize them and 5 ways to do it.

Step 1 of Customer Journey Mapping: Build 3 Lists

Customer Experience matters! The world’s leading companies obsess over it and you can too. But how do you begin the process of converting your business into an  authentically customer-centric organization? You can start by building three relatively simple lists – a list of customer types, touchpoints, and pain points. Here are some tips to get you started...

Free Tools for Customer Journey Mapping

Journey Mapping can be as simple or complex as you need it to be. Few companies can afford the powerful software solutions for Journey Mapping but just about anyone can get started with the free and reasonably-priced  tools in this article.

What is Customer Journey Mapping?

Three simple questions are answered in this article: 1. What does Journey Mapping mean? 2. What can it mean for you? 3. What tools are required to get started?

Customer Experience or Employee Experience – which is more important?

There are many blog posts and articles circulating on LinkedIn lately about the importance of the Customer Experience (CX, UX). There’s also a lot being written about the need to optimize the Employee Experience (EX, EEL). Amazon, Apple, and Facebook are both known for obsessing over customers. Google, Southwest Airlines, and DreamWorks are known for providing an outstanding Employee Experience. Which experience takes precedence – the Customer’s or the Employee’s?