STRATMETRIX.COM

StratMetrix.com | Inspiring Innovation, Improvement and Customer Experience

What, Why, How and Who. Why We Do It. How We Do It. Culture and Customer Centricity. Voice of the Customer (VoC). Net Promoter Score (NPS). Customer Effort Score (CES). First Contact Resolution (FCR). Customer Experience Ecosystem Mapping. Why We Do It. How We Do It. Customer Journey Mapping Intro. What is Customer Journey Mapping? Customer journey mapping (CJM) is a method for capturing and describing all of the experiences that customers have as they. How Can Customer Journey Mapping Help?

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StratMetrix.com | Inspiring Innovation, Improvement and Customer Experience | stratmetrix.com Reviews

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What, Why, How and Who. Why We Do It. How We Do It. Culture and Customer Centricity. Voice of the Customer (VoC). Net Promoter Score (NPS). Customer Effort Score (CES). First Contact Resolution (FCR). Customer Experience Ecosystem Mapping. Why We Do It. How We Do It. Customer Journey Mapping Intro. What is Customer Journey Mapping? Customer journey mapping (CJM) is a method for capturing and describing all of the experiences that customers have as they. How Can Customer Journey Mapping Help?

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1 what we do

2 our expertise

3 our beliefs

4 our approach

5 who does it

6 our people

7 core programmes

8 customer experience strategy

9 change management programme

10 customer understanding

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StratMetrix.com | Inspiring Innovation, Improvement and Customer Experience | stratmetrix.com Reviews

https://stratmetrix.com

What, Why, How and Who. Why We Do It. How We Do It. Culture and Customer Centricity. Voice of the Customer (VoC). Net Promoter Score (NPS). Customer Effort Score (CES). First Contact Resolution (FCR). Customer Experience Ecosystem Mapping. Why We Do It. How We Do It. Customer Journey Mapping Intro. What is Customer Journey Mapping? Customer journey mapping (CJM) is a method for capturing and describing all of the experiences that customers have as they. How Can Customer Journey Mapping Help?

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stratmetrix.com

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mapping | StratMetrix.com

http://stratmetrix.com/tag/mapping

Why We Do It. How We Do It. How Can Customer Journey Mapping Help? Wednesday, 08 January 2014 15:25. If you can answer ‘yes’ to any of the following questions then it’s likely that Customer Journey Mapping could be of help: Do your team have gaps in their understanding of each customer-segments’ needs and expectations? Do you have gaps in your understanding of the experience that customers currently have? Would it help you to […]. The First Step with Customer Journey Mapping. Saturday, 29 June 2013 16:33.

2

How Can Customer Journey Mapping Help? | StratMetrix.com

http://stratmetrix.com/how-can-customer-journey-mapping-help

Why We Do It. How We Do It. How Can Customer Journey Mapping Help? Wednesday, 08 January 2014 15:25. If you can answer ‘yes’ to any of the following questions then it’s likely that Customer Journey Mapping could be of help:. Do your team have gaps in their understanding of each customer-segments’ needs and expectations? Do you have gaps in your understanding of the experience that customers currently have? So how can Customer Journey Mapping help? It could be used for:. Bringing the Customer Experience t...

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What is Customer Journey Mapping? | StratMetrix.com

http://stratmetrix.com/what-is-customer-journey-mapping

Why We Do It. How We Do It. What is Customer Journey Mapping? Tuesday, 11 September 2012 14:44. CJM offers a visual representation of the products and services that an organisation provides – operational processes, touchpoints and the physical evidence related to that delivery – from the perspective of the customer. Additionally, it highlights and connects the backstage processes throughout the business that support service execution. Forrester Research defines customer journey maps as:. Building a deepe...

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Blog | StratMetrix.com

http://stratmetrix.com/category/blog

Why We Do It. How We Do It. How Do You Drive Sales Revenue? Wednesday, 09 April 2014 13:34. Q: What do buyers of business services really want? Q: How do they make decisions? Q: What’s the best way to deepen the business relationship, generate referrals and grow revenues? These are some of the questions that business-owners and executives struggle with every day. And, without answers, business will suffer and firms will fail to meet their […]. How important is recruitment, really? Some of the benefits of...

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Outside In | StratMetrix.com

http://stratmetrix.com/assessments/outside-in

Why We Do It. How We Do It. The Outside-In Assessment Technique. Customer Experience (CX) Assessments. These focus on the gaps between the expected experience and the actual experience received and typically span several of the following scope examples:. Individually, or in combination:. By customer lifecycle stage, e.g. explore, select, buy, use, etc. By a specific end-to-end experience, e.g. evaluation, purchasing, returns, etc. By function, e.g. sales, service, marketing, accounts, etc. These sessions...

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What, Why, How and Who. Why We Do It. How We Do It. Culture and Customer Centricity. Voice of the Customer (VoC). Net Promoter Score (NPS). Customer Effort Score (CES). First Contact Resolution (FCR). Customer Experience Ecosystem Mapping. Why We Do It. How We Do It. Customer Journey Mapping Intro. What is Customer Journey Mapping? Customer journey mapping (CJM) is a method for capturing and describing all of the experiences that customers have as they. How Can Customer Journey Mapping Help?

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