Jeff Israel, Founder, SatisFaction Strategies, discusses the strategy of brainstorming and mapping out all the Moments of Truth in order to... [more]
Tags: brainstorm Customer Focus customer journey map Customer Supplier Division Jeff Israel Moment of Truth Pareto Principle quality SatisFaction Strategies
Lisa Custer, principal, Firefly Consulting, suggests using a customer journey map in order to use your voice of the customer data and develop a... [more]
Tags: customer journey map Lisa Custer quality strategy voice of the customer
Lisa Custer, Firefly Consulting, discusses how to create a customer journey map, how it becomes more than a robust voice of the customer tool, and... [more]
Tags: customer journey map Firefly Consulting Lisa Custer process mapping voice of the customer
