Videos with keyword "customer journey map"

Focusing on the Customer

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

Customer Journey Maps

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

Customer Journey Maps: Tool and Example

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