by Ceatro Group | Dec 13, 2012
Infographic: The disconnect between the experience customers expect from a company, the experience a company thinks it is delivering, and the experience the customer actually has is best explained graphically. Organizations that make all of these depictions look...
by Ceatro Group | Nov 12, 2012
When we are designing experiences, products, services, and processes inside our organizations it is hard to keep in perspective how relative what we are creating is in our customer’s life. There are, of course, offerings that are mission-critical in...
by Ceatro Group | Sep 13, 2012
Your customers’ processes and your processes that touch the customer are as critical to your operations as your supply chain or product development processes. Mapping your customers’ experiences (from their perspective) and mapping the Customer Experience...
by Ceatro Group | Aug 24, 2012
Recently Ceatro did a quick survey of 102* unique listings for jobs that matched a “customer experience” search from three leading job hunting sites to understand what types of roles were being called “customer experience” jobs. We did this survey because we wanted to...
by Ceatro Group | Mar 22, 2012
Self-service, a category that stretches from water fountains and grocery store shelving to server management and online bill pay, seems inevitable in all industries right now. It usually provides more access at less cost for both customers and organizations. Thanks to...
