Mapping the client journey is an eye-opening exercise that highlights inefficiencies and bottlenecks in your firm’s processes. By dissecting each stage of the client’s experience, from initial contact ...

Ron Carson leads Thirdside, a leading customer insights agency. The secret to GTM success? Actual conversations such as Win-Loss Analysis. Today, companies can track and measure customer interactions ...

When trying to determine all of the touchpoints firms have with their customers it is a good idea to have an overall customer journey map which shows all the important points on your clients path to ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Rising prices will spark a 25% decline in brand loyalty in 2025, according to Forrester ...