by Carolyn McSweeney-Grant | Sep 22, 2019 | Customer Journey Maps, Digital, Uncategorised
Despite reports of customer centricity being the number 1 focus for organisations, more and more examples of organisations who are focused on the digital sales funnel at the expense of a customer centric approach is increasing as pressure mounts to increase business...
by Carolyn McSweeney-Grant | Jul 3, 2017 | Business to Business, Business to Consumer, Customer Experience Focus, Customer Journey Maps, Digital, Leadership, Uncategorised
“It is not about doing ‘digital marketing’, it is about marketing effectively in a digital world.” This quote from Diageo CEO Ivan Menezes sums up the role of digital in today’s organisations. Digital has not been the greatest disruptor this century,...
by Carolyn McSweeney-Grant | Jun 21, 2017 | Branding, Business to Business, Business to Consumer, Customer Experience Focus, Customer Journey Maps, Digital, Innovation, Organisational Culture
At 6peas, we believe “customers” are the world-wide disruptor of the last decade, as opposed to technology being the major disruptor. Likewise, the last decade has seen the 2017 consumer making little distinction between Business 2 Business relationships...
by Carolyn McSweeney-Grant | Jun 19, 2017 | Business to Business, Business to Consumer, Customer Experience Focus, Customer Journey Maps, Leadership
I am often asked about what tools I use to facilitate a customer strategy in an organisation. And one of my greatest tools is the Customer Journey Map. A Customer Journey Map is one of the greatest tools organisations can use to communicate valuable customer...
by Carolyn McSweeney-Grant | Jun 15, 2017 | Customer Experience Focus, Customer Journey Maps, Health, Leadership, Organisational Culture, Patient Experience, Uncategorised
Empathy is the capacity to step into other people’s shoes, to understand their lives, and start to solve problems from their perspectives. Human centred design is premised on empathy, on the idea that the people you’re designing for are your roadmap to innovative...
