December 30, 2022
Prior to the losses reported in 2021, Southwest Airlines enjoyed a long history of success and had consistently ranked highly in customer satisfaction surveys. However, no company is perfect and the winter storms of 2022 have shown that to be the case for the airline. Many are conducting real-time analysis on the primary cause of […]
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How would you describe your program’s client experience? Is it positive or negative? What improvements can you implement to improve their overall experience? If you want to increase the chances of success for your clients and your services/program, then you should focus on providing a great client experience. Nonprofit organizations must understand what drives customer […]
December 19, 2022
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December 6, 2022
What kind of questions should you ask yourself when building your client journey map? The client journey map (CJM), or client experience path (CEP), is a visual representation of a client’s path through your nonprofit program, i.e., recruitment, engagement, enrollment, onboarding, service delivery, and close out. It helps programs better understand their clients and identify […]
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Executives across industries recognize the importance of developing a clear customer strategy that coordinates all aspects of the organization. Yet many don’t know where to start. In the article, “Your company’s customer strategy: A path to delivering distinctive value and experience,” Strategy& (PwC) examines the challenges that organizations continue to face, especially considering the accelerating […]
October 14, 2022
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