In the beginning… Somewhere around late 2006, in the middle of the first phase of my doctorate study, I spent a couple of years looking at customer centricity. I’d just written an article on complaints management. Slowly but surely, I began to be convinced that complaints are actually specific and negative customer signals. At which […]
There is not “one” customer journey
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. In the maelstrom of customer experience, the customer journey has become an increasingly popular tool with which to look at services from the customer’s perspective. How does a customer click through the website? What emotions are felt during the journey? What are […]