Archives for: Tag: Customer journey mapping

The Unique Challenges of B2B CX

Author: Martin Mehalchin
5 / 2 / 2016

B2B CX presents unique challenges  While Voice of the Customer, Journey Mapping and other key techniques used by Customer Experience professionals can be equally useful in both Business to Business (B2B) and Business to Consumer (B2C) scenarios, anyone who has worked in a B2B business for more than a few months knows that B2B presents […]

The Channel Conundrum in Beauty – How to Drive Omnichannel Loyalty

Author: Gina Cuff
10 / 29 / 2015
omnichannel customer loyalty beauty industry

The prestige beauty industry in the U.S. has a conundrum on its hands. Dominated by three retail channels – department stores, “pure play” retailers (online only), and direct-to-consumer – there is a constant debate over which should lead. Which is more important – volume or profitability? What’s the most efficient way to build a relationship […]

A Lenati-Customer Experience Perspective: Coffee Talk with Paul Conder

Author: Evelyn Bozak
6 / 11 / 2015

Lenati’s Customer Experience Lead, Paul Conder, recently sat down with Calgary-based Anstice Communications for a conversation around customer experience. In this interview, Paul explains the need for brands to build better connections with their customers, and ways to visualize the customer’s journey to identify opportunities to improve the customer experience. Paul explains how our understanding […]

Lenati’s Paul Conder Speaking on Customer Experience at BCAMA’s XM2015

Author: Evelyn Bozak
5 / 12 / 2015

65 countries, 19,000 stores, 5,000,000 customers per day, and one seamless customer experience. Which company are we talking about? Starbucks, of course. Learn how Starbucks builds a better customer experience from Lenati’s Paul Conder at the BCAMA XM Event next week in Vancouver. Paul will be talking about Lenati’s recent work with Starbucks, and how […]

The Customer Journey of Past and Present

Author: Paul Conder
2 / 10 / 2015
Customer journey map-omnichannel-customer experience-Lenati

A customer journey map is a visualization of customer experiences, aligned to a sequence or process over time. At Lenati, we use customer journey mapping to build an understanding of complex customer interactions – identifying painpoints and softspots in the journey, and finding better opportunities to engage the customer. There has been an explosion in channels […]