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I launched Decoding the Customer in 2017 to create a platform for me and my guests to share our thoughts around the topic of Customer Experience. Over the years I’ve interviewed leaders in their fields such as Andrew Smith from Yuppiechef, Iain Meaker from Comair and Luisa Mazinter from TymeBank.
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This CX Mini Masterclass explains how you can use your customer journey map and understanding of when customers engage or disengage with a brand to demonstrate customer experience ROI. Show host and customer experience expert, Julia Ahlfeldt, will teach you about the power of customer on-ramps and off-ramps, and how you can use these to develop the business case for customer experience management.
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This CX Mini Masterclass covers the concept of Customer Lifetime Value (CLV), how to calculate this, and why it’s an important metric for the CX profession. Show host and customer experience expert, Julia Ahlfeldt, will help you understand how to leverage CLV to demonstrate the ROI of customer experience and foster buy-in for customer-centric strategy.
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This CX Mini Masterclass is the third of a 3-part installment on the topic of the customer journey mapping. Building on the insights from parts 1 and 2, show host and CX expert Julia Ahlfeldt explores best practices for how to map the customer journey. She shares practical ideas for how to keep teams focused while leaving space for creativity as you map the journey. This episode will set you on the path to leading a great journey mapping session that will foster buy-in and support for customer-centric change.
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