What is the Customer Experience Pyramid?
Imagine walking into a store and immediately feeling lost and overwhelmed. The layout confuses you, staff members seem disinterested, and you leave without finding what you need, frustrated that you’ll have to visit another store. This common experience highlights exactly why the Customer Experience Pyramid has become essential for businesses today. What is the Customer […]
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 […]
