What’s the most common flaw in customer journey design?
Even though customer journey maps are now commonplace in large organisations, the design process for creating them is far from standardised. There can be all sorts of inputs, especially with the growing access and use of digital channels, and the output customer journey map (CJM) itself also comes in many different shapes and sizes. As we’ve blogged
How to test if a customer promise is truly ‘customer-centric’
These days, it seems that every big company has rewritten its Mission statement and brand values to be ‘all about the customer’. Financial services tend to run with quite generic promises such as Aviva’s poetic “Everything we do is full of Good Thinking for you” or Legal and General’s more traditional version of “Our customers are
Customer Faithful on TV Broadcast – “Innovation in Healthcare: Medical Research”
Customer Faithful’s Founder Rick Harris appeared in the TV broadcast “Innovation in Healthcare: Medical Research”, which focused on patient-centricity within the healthcare sector, as well as solutions to enable a better healthcare service to patients. Watch the programme here. Along with other contributors including Creative Medical Research, and Prescient Healthcare Group, Rick explored some of ...
Why is rail ticketing still going in the wrong direction?
Let me begin with the answer to this question and then work back to why I believe it remains elusive in being recognised. The answer: Rail ticketing has always been about asking the passenger where they’re going, and then matching it with a train journey that gets them there. Simple, right? However, in today’s world
“I’m sorry – we’re fresh out of service”
I had an interesting lesson today, delivered by Virgin East Coast, one of the UK’s rail franchises, operating the historic line connecting the two capitals, London and Edinburgh. Sadly, it didn’t go well. Having trotted along to collect my ticket from one of the bank of seven dispensing machines, I found to my surprise that 4 of