What is the Customer Experience Pyramid?
Picture walking into a store, and you immediately feel overwhelmed and unsure of where to find what you need. The store layout is confusing, the staff seem disengaged, and you leave without ever finding what you need, feeling frustrated knowing you’ll have to stop by another store. This scenario highlights the critical importance of understanding […]
What is a Customer Experience Map?
In a marketplace where customer engagement is critical to a business’s success, a deep understanding of the customer journey has never been more crucial. A Customer Experience Map, or Customer Journey Map, is a strategic tool that helps you visualize this journey chronologically from start to finish. It is not one-size-fits-all – but it often […]
What is a Frictionless Customer Experience?
Imagine you’re trying to open a new account with a bank. Instead of a cumbersome, paperwork-filled process, you’re greeted with a seamless, digital-first approach. Within minutes, you complete the application on your smartphone, receive instant confirmation, and even get personalized product recommendations. This is the ideal experience. Of course, we’ve all also experienced the flipside […]
