Sean Van Tyne

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Month: June 2012

Leading Customer Experience Organizations Have Great Culture

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Before you can have a great customer experience, you need to be able to retain the talent that can determine, develop and deliver these experiences. Here are some basics from Erika Andersen’s Forbes post Why Top Talent Leaves: Top 10 Reasons Boiled Down to 1: Not easy, mind you, but remarkably simple. If you want … Read more

Customer Journey Maps, Customer Profiles and Touch Points

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Customer journey maps are a diagram that illustrates the steps your customers go through in engaging with your company, its products and services. The journey map is a tool to measure your customers’ satisfaction, loyalty and advocacy to create sustainable long-term revenue. Consumer behavior is driven by the innate human need to satisfy identifiable as … Read more