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Customer Journeys

9 Posts
Getting a Dasher sense: How Emma Glazer at DoorDash builds customer understanding
Getting a Dasher sense: How Emma Glazer at DoorDash builds customer understanding
Members Public

As a marketing director at America’s largest online food delivery company, Emma is on a quest to understand what matters most to the DoorDash delivery drivers – or dashers – who are her customers.

Customer Experience
Why Customer Intelligence is a big deal for product teams
Why Customer Intelligence is a big deal for product teams
Members Public

Customer intelligence is crucial to building better products and experiences. It's the system of collecting and analyzing customer data to access the deep understanding and actionable insights your product team need.

Product Experience
Unlocking contextual insights with Levels to build a better product
Unlocking contextual insights with Levels to build a better product
Members Public

Through using Thematic, Levels can focus on specifics in user experiences and be more human-centered in their design solutions.

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

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

Customer Journeys
5 best practice tips for customer journey mapping surveys
5 best practice tips for customer journey mapping surveys
Members Public

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 [https://www.magnificent.com/magnificent-stuff/should-your-business-be-focusing-on-omnichannel-marketing] is. It’s literally every experience

Customer Journeys
Voice Of The Customer: Why you need it and how to start your VOC program
Voice Of The Customer: Why you need it and how to start your VOC program
Members Public

Why do some companies succeed with their VOC program while others struggle? We now have more data on customers than ever before, but discerning your customers' “voice” from all the noise can be really difficult if you don't have a proper system in place. Organizations with a Voice of Customer

Customer Experience
Motivate stakeholders for VOC using customer lifetime value
Motivate stakeholders for VOC using customer lifetime value
Members Public

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 using your VOC

Customer Experience
10 insider customer experience tips according to Shep Hyken
10 insider customer experience tips according to Shep Hyken
Members Public

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

Churn & Loyalty
Emotional analysis of customer feedback – the missing link
Emotional analysis of customer feedback – the missing link
Members Public

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 key

Customer Experience