The Customer Journey

According to consulting firm Adaptive Path, the purpose of the customer experience map is to see the customer interaction process from a strategic view. Today, customers are increasingly choosing services and products based on experiences. This makes it extremely important to map out your customer’s experience: so that you can foster operational and service improvements and…

Uncovering Tactics in Customer Feedback Management (1)

Customer feedback management allows companies to listen to, understand, respond to, and share the voices of their customers. In today’s world, where customers are in the driver’s seat and businesses are compelled to find new ways to differentiate beyond price, customer feedback — be this in the form of online reviews and ratings, social media…

WHy

For brands and marketers, it is critical to listen to, engage with, and develop relationships with customers. A key part of that is to understand their underlying motivations for leaving feedback and writing positive or negative reviews. Organizations in the restaurant and hospitality industry can benefit from having a big-picture view of customer feedback. Why do…

8 Terrific TripAdvisor Tips for Businesses

The TV drama “Halt and Catch Fire” is set in the early 1980s, a time when personal computing was just taking off. It tells the story of innovation through the eyes of a visionary and engineers. In the season two, business owner Cameron Howe needs to be persuaded that online chat “communities” are just as important as —…