by Anthony | 11 Dec, 2013 | Assessments
The purpose of the Customer Experience Maturity Model (CEMM) is to provide a framework for service organisations to evaluate where they stand in their experience-delivery capabilities – in other words, it’s an analysis of what the customer experience outcome of...
by Anthony | 11 Dec, 2013 | Assessments
Sometimes, what you need, first and foremost, is simply an objective perspective. Service challenges come in many shapes and sizes and so there is no one-size-fits-all solution. At StratMetrix, our mission is to impact your customer success-metrics of satisfaction,...
by Anthony | 10 Dec, 2013 | Our Perspective
It is quite common, in today’s resource-stretched, hyper-competitive business, to encounter the mantra of a customer-focused service-model. Throw-aways, like “walk in the customer’s shoes” or “the customer is king”, are ten-a-penny...
by Anthony | 04 Dec, 2013 | Blog, Our Perspective
Forrester Research, in their report “Why Customer Experience? Why Now? (Published: October 4, 2011; Updated: May 10, 2013), refer to customer experience as “The Strategic Imperative Your Company Can’t Afford To Ignore”. In their Executive...
by Anthony | 29 Jun, 2013 | Blog, How
The first step to improving your customers’ experiences is to view their journeys from their perspective. Customer Journey Mapping (CJM) is a highly-effective, practical method that creates a rich, tangible, customer-experience visualisation. It allows you to examine...
