becoming customer centric — Blog | Customer Centric Solutions LLC

Five Reasons to Drive your Omni-channel Strategy via Journey Mapping

Customer Journey Mapping is the ideal platform and approach from which to define and build your overall omni-channel strategy.

Customer Experience, Customer Journey MappingJohn GusiffDecember 2, 2016omni-channel strategy, cx strategy, cx innovation, customer journey mapping, customer touchpoints, current state journey map, ideal state journey map, customer expectations, customer experience, improving customer experience, becoming customer centric, customer centricity

My Blue Apron Experience and the Four Motivational Forces

Most decisions by consumers to try a new product or service are not spontaneous. They typically take shape over time often with competing forces at work…

Customer Experience, Experience DesignJohn GusiffNovember 19, 2016JTBD, jobs-to-be-done, customer motivation, switching behavior, four forces model, improving customer experience, becoming customer centric

Experience Blueprinting: How to get Started?

We often see companies whom have just completed a Customer Journey Mapping exercise get either "stuck" or "stalled" in executing against the insights gained after they have completed a Customer Journey Mapping exercise.