Customer Journeys - Six Characteristics
As more and more is written about customer journeys and customer journey mapping, it is a good time to pause and take note of some of the characteristics of journey maps and the process of journey mapping. This brief article lists six criteria for an effective customer journey. The article emphasizes the role of optimizing customer journey mapping in the financial / banking sectors.
Enhancing Customer Loyalty - Six Great Steps
A report from a gathering to review data presented by Forrester Research, this article summarizes six key steps to enhancing customer experience and building customer loyalty and engagement. The importance of data collection, humanizing efforts, and commitment across the enterprise captures the essence of good customer loyalty programs; organizations must not neglect innovation, and recognition that customer experience crafting is an iterative process. As always, the warning needs to be heard - if you don't get it right, someone else will, and odds are, they will win.
Learning Programs and App Strategy
Is there an app for that? Well, for a whole lot of learning, particularly in the corporate / organizational environment, there really ought to be. The author reviews how apps might be able to enhance learning, whether delivered online or in more traditional course-like settings. The big questions, however, remain; how do we affordably create great mobile app-based learning tools and supports? How do we help these apps deliver just-in-time "right" content? While I personally struggle with finding sensible technology that delivers well to phones (with maybe the exception of GoMo so far...), I think we also need to calibrate our expectations - mobile learning needs to be more about job aids, reminder tools, and such, and try not to do too much.