customer experience

The Rise of the Chief Anthropology Officer

The Rise of the Chief Anthropology Officer

As customer understanding becomes the most powerful sustainable competitive advantage, the comparative study of human societies and cultures and their development has become a core business competency. The ability to conduct qualitative ethnographic research, develop insights based on that research then translate those insights into business strategy is as important as the technology strategy the CTO is driving.

A (not so) Comprehensive List of Customer Journey Mapping Tools

A (not so) Comprehensive List of Customer Journey Mapping Tools

The primary tools for customer journey mapping are analog: whiteboards, butcher paper, post-it notes and markers are sufficient. The problem with these tools is that it is difficult to evolve the map that is created. For a customer journey map to grow with the organization it is necessary to transfer it to a digital medium so it can be built on over time. Unfortunately, there are not many purpose built solutions for moving your map beyond pen and paper.

Content (Without Context) is Dead.

According to Domo, every minute there are:

  • 277,000 Tweets
  • 2,460,000 Facebook Shares
  • 216,000 Instagram photos posted
  • 72 new hours of YoutTube videos uploaded
  • 204,000,000 million emails sent

With all this noise, is it possible to get through to the right person at the right time?

Is your company spending more time trying to get content noticed than they are marketing your products and services?

If you don't understand your customers journey you don't know what they need. Or when they need it. Before the content, explore the journey and understand the context. Then build the content to serve the context.

Journey Maps: The most powerful business tool you aren't using.

Journey Maps: The most powerful business tool you aren't using.

Recent studies by The Economist and Forrester found that great customer experience drives revenue, builds customer loyalty and creates meaningful differentiation. One powerful tool for understanding your customers experience and identifying areas needing improvement is the customer journey map.

Know Your Customer

Know Your Customer

Two men were born in 1948. Both were were raised in Great Britain. Both are married, have two kids, love dogs and are wealthy. And both are princes.

On the surface these men would appear to be quite similar. But engagement designed for one would probably fail for the other. One of these men is Charles, Prince of Wales. The other is Ozzy Osbourne, also known as the Prince of Darkness.