You've successfully subscribed to Thematic
Great! Next, complete checkout for full access to Thematic
Welcome back! You've successfully signed in.
Success! Your account is fully activated, you now have access to all content.
Success! Your billing info is updated.
Billing info update failed.

Customer Journeys

5 Posts
Customer Journey Management – it’s not just about the mapping!

Customer Journey Management – it’s not just about the mapping!

As with any profession, customer experience is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’. There is no

Ian Golding
Ian Golding
Customer Journeys
5 best practice tips for customer journey mapping surveys

5 best practice tips for customer journey mapping surveys

Customer journey mapping is a great way to truly visualize your customer experience so that you can help drive positive change within your organization. What is a customer journey map? Let’s firstly define what a customer journey is. It’s literally every experience your customers have with you, so

Agi Marx
Agi Marx
Customer Journeys
Motivate stakeholders for VOC using customer lifetime value

Motivate stakeholders for VOC using customer lifetime value

Here, we go through important factors to consider when using insights from your voice of customer (VOC) programme, looking at customer lifetime value, in particular, to motivate your internal stakeholders to take action. These factors can also be helpful for prioritizing which tasks to act upon first

Lynn Hunsaker
Lynn Hunsaker
Customer Experience
10 insider customer experience tips according to Shep Hyken

10 insider customer experience tips according to Shep Hyken

Shep Hyken knows a thing or two about customer experience. He needs no introduction in industry-wide circles, but in case you’re not familiar with his name: Shep is an award-winning customer service and customer experience speaker, a New York Times and Wall Street Journal best-selling author, A.K.A

Agi Marx
Agi Marx
Churn & Loyalty
Emotional analysis of customer feedback – the missing link

Emotional analysis of customer feedback – the missing link

According to Bruce Temkin’s 2016 study, after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz. But do the current solutions deliver on the

Alyona Medelyan PhD
Alyona Medelyan PhD
Customer Experience