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customer journey mapping

  • The Emergence of the Chief Customer Officer

    • August 20, 2019
    • Posted by: CSIA Editorial Team
    • Category: CSIA Blog
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    In our last article we talked about the role of the Customer Service Manager, and its importance in creating and maintaining service strategies that pave the way for service excellence. In the past, the Customer Service Manager has typically reported to a Senior or C-level Marketing, Operations or Human Resources Executive, or a combination thereof.

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  • Customer Service and Your Company’s Online Reputation

    • February 21, 2018
    • Posted by: CSIA Editorial Team
    • Category: Community, Competitive research, CSIA Blog, Innovation, Professional Implementation
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    Last year we hosted a very insightful webinar with Customer Service expert Chip Bell based on his best-selling book “Wired and Dangerous: How Your Customers Have Changed and What to Do About It”. What does Chip Bell mean by “wired and dangerous “? With the dawning of smart phone, tablets and notebooks, we have multiple,

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  • The Customer Journey

    • October 20, 2017
    • Posted by: CSIA Editorial Team
    • Category: Community, CSIA, CSIA Blog, Innovation
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    Customer needs and expectations have evolved significantly over recent decades. In the past, businesses could compete and differentiate themselves based on product and pricing. Not any longer! These days, customers expect an amazing experience, and they don’t mind paying extra to receive it. So how do we create a delightful experience for our customers? By

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