We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. The exact course your customers will chart depends on unique factors, like ...

According to Watermark Consulting, customer experience leaders obtain returns up to 80% greater than customer experience laggards and yet more than half (55%) of senior marketers said they were not ...

In the article, Undercover boss: How to mystery shop your business to improve results, the very first step to creating your very own mystery shopping program was to get into the details and implicitly ...

Keeping up with the modern consumer’s changing tastes can be a challenge, but business depends on it. Customers are interacting constantly with brands across multiple channels and platforms, with many ...

Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do? Voice of the customer and customer journey maps are ...

Marketing is increasingly becoming more precise and analytical for accurate audience targeting. It also requires developing a unified customer journey map that covers the entire journey a user has ...