Using Customer Journey Maps as a Strategic CX Tool
Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge.
There are a number of things a business can do to become truly customer centric.
First and foremost, it needs to decide to become a Customer Experience Brand - that is to see the customer experience as central to differentiating and creating competitive advantage.
But what happens next? What steps should a business follow to realize that vision?