CCNG

APRIL 2, 2021

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. One of my quotes from the chapter illustrates my approach, “ For a moment, let’s set aside the journey maps. Shelve the surveys.

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CCNG Customer Experience Journey mapping Consulting 195

CCNG

MAY 10, 2023

In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. ENGAGE YOUR CUSTOMERS BY TALKING WITH THEM, NOT SURVEYING THEM.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. times more likely to have CX efforts in marketing not primarily focused on the path to purchase but on the journey after acquisition. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195