Category Archives: Guest Post

Customer journey mapping – what’s all the fuss about?

Five mistakes to avoid from Thomas Rødseth at Puzzel At first glance, customer journeys are pretty simple. You offer something and a customer buys it but delve a little deeper and customer journeys can be quite complex. Today, customers engage with your business in a multitude of ways and from many different starting points, for example, marketing, referrals, search, social media, customer service enquiries and above-the-line campaigns. Continue reading Customer journey mapping – what’s all the fuss about?

The art of the possible in personalised service

By Hilla Karni, VP Product Marketing, ClickSoftware… When it comes to personalisation in customer service, many organisations are falling short of expectations. According to the 2016 Aspect Consumer Experience Index, 58% of surveyed participants feel underappreciated by the organisations they do business with. Even more worryingly, HuffPost reported that 49% of consumers stopped buying from at least one company in the previous 12 months. Customers are not satisfied with the service that is being provided, and businesses need to adapt or risk losing them. Continue reading The art of the possible in personalised service